01 Scope of Support

Grid Ecommerce may provide assistance for general platform-related matters, account issues, orders, payments, delivery information, returns, seller communication, and other ecommerce-related concerns where applicable.

The exact scope of support may depend on the relevant product, seller, transaction, service, or platform feature.

02 How to Request Support

Customers and users should contact support through the official contact methods provided on the Grid Ecommerce website.

When requesting assistance, users may be asked to provide:

• Order number or transaction information
• Account or contact details
• A clear description of the issue
• Relevant screenshots, photos, videos, or supporting documents
• Any additional information reasonably required to review the request

03 Order & Delivery Support

Support may assist with general order-related questions such as order status, delivery information, incorrect order details, delayed delivery, or other fulfilment concerns where applicable.

Some delivery or fulfilment matters may require coordination with a seller, courier, logistics provider, or other third party before an update or resolution can be provided.

04 Payment Support

Users may contact support regarding payment-related concerns such as unsuccessful transactions, duplicate payment concerns, payment status, or other issues connected with an order.

Resolution time may depend on the relevant bank, mobile financial service, payment gateway, card issuer, seller, or other third-party payment provider.

05 Return, Refund & Replacement Support

Support may assist users with eligible return, refund, replacement, or cancellation requests in accordance with the applicable policies.

06 Account Support

Users may request assistance with account access, profile information, login-related issues, order history, or other account features where supported by the platform.

For security reasons, identity or account ownership verification may be required before certain account-related actions can be completed.

07 Seller Support

Sellers may receive assistance with seller account access, product listings, order management, customer-related issues, settlements, platform features, or other seller operations where applicable.

Seller support does not replace the seller's responsibility to maintain accurate product information, fulfil orders, communicate properly with customers, and comply with applicable policies and legal requirements.

08 Response & Resolution

Grid Ecommerce aims to review support requests within a reasonable period, but specific response or resolution times are not guaranteed unless expressly stated otherwise.

Complex matters, third-party dependencies, verification requirements, public holidays, high request volumes, or technical issues may require additional time.

09 Third-Party Services

Certain ecommerce services may depend on third parties such as payment providers, banks, couriers, logistics companies, manufacturers, sellers, or service providers.

Grid Ecommerce may assist with communication or information where appropriate, but cannot guarantee the actions, availability, processing times, or decisions of independent third parties.

10 User Responsibilities

To help support teams resolve issues efficiently, users should:

• Provide accurate and complete information
• Use official support channels
• Respond to reasonable requests for additional information
• Keep account credentials and sensitive information secure
• Communicate respectfully with support representatives

11 Unsupported Requests

Grid Ecommerce may be unable to assist with matters that fall outside the platform's control or applicable service scope.

Examples may include:

• Issues unrelated to a Grid Ecommerce transaction or service
• Requests requiring unauthorized access to accounts or systems
• False, fraudulent, abusive, or misleading claims
• Requests that conflict with applicable laws or platform policies
• Technical support for unrelated third-party products or services

12 Abuse of Support Services

Abusive language, harassment, threats, spam, fraudulent claims, repeated misuse of support channels, or attempts to manipulate platform processes may result in restrictions or other appropriate action.

13 Data & Privacy

Information submitted during a support request may be used to investigate, manage, and resolve the issue and may be handled in accordance with the applicable Privacy Policy.

Users should avoid sharing passwords, PINs, OTPs, or other highly sensitive credentials through support messages unless an official process clearly requires specific information.

14 Policy Updates

This Support Policy may be updated from time to time to reflect changes in platform features, customer service processes, business operations, or applicable requirements.

15 Contact Support

If you need assistance, please use the official phone number, email address, or other support channels displayed on the Grid Ecommerce website.