Support Policy
Last Updated: [DATE] | Version: 1.0
This Support Policy explains how PakAutoMart ("PakAutoMart," "we," "us," or "the Platform") provides customer support to buyers and sellers using pakautomart.com, what kinds of issues our support team handles directly, and where a request is instead routed to our Return & Refund Policy, our Seller Policy, or a specific Seller under their own Seller Terms & Conditions. It should be read together with our Terms & Conditions, which remain the governing document in the event of any conflict.
1. Purpose and Scope
PakAutoMart is a multi-vendor marketplace for genuine, aftermarket, and reconditioned auto parts in Pakistan. Because most listings are fulfilled by independent Sellers rather than by PakAutoMart directly, "support" on this Platform covers two related but distinct things: (a) support for using the Platform itself - account access, orders, payments, and technical issues with the website - which PakAutoMart handles directly, and (b) support for a specific product or order, which is a shared responsibility between PakAutoMart and the Seller who listed the part. This policy sets out how both are handled so that Users know where to go and what to expect.
2. How to Contact Support
PakAutoMart offers the following official support channels. Users should use these channels rather than unofficial or unverified contact points, including messages received on social media claiming to represent PakAutoMart that did not originate from these channels:
Phone / WhatsApp: +92-333-2594493
Email: admin@pakautomart.com
Registered Address: Amman Plaza Main Peshawar Road Tarnol Islamabad
Contact Form: Available at pakautomart.com/contact-us
[LEGAL REVIEW NEEDED - exact support desk operating hours and days (including whether support is available on public holidays) to be finalized by PakAutoMart management and inserted here]
3. What Our Support Team Handles Directly
PakAutoMart's own support team is responsible for issues relating to the Platform rather than to any individual Seller's product, including:
Account creation, login, and password recovery issues; questions about how the marketplace works, including how to search, use fitment filters, or request a quote; payment and Cash on Delivery (COD) order-placement issues on the Platform's checkout; disputes about a Seller's verification status or reports of suspected counterfeit listings, in line with our Anti-Counterfeit Policy; complaints about a Seller's conduct, including harassment, non-delivery, or refusal to honor the Return & Refund Policy; reports of bugs, broken pages, or incorrect information displayed on pakautomart.com; and requests relating to personal data under our Privacy Policy, such as account deletion or data-access requests.
4. What Is Handled by the Seller
Because Sellers operate their own storefronts on the Platform, PakAutoMart directs the following categories of requests to the relevant Seller in the first instance, and will assist a User in reaching that Seller where the Seller's own contact channel is not responsive:
Questions about a specific part's compatibility, condition, brand, or specifications before purchase; requests to modify, cancel, or expedite an order that has not yet been dispatched; complaints about the quality, fitment, or condition of a part received, which are handled under the applicable return or warranty process for that listing; and delivery-timeline questions once an order has been dispatched by the Seller.
Where a User has attempted to resolve such an issue directly with a Seller and has not received a satisfactory response, PakAutoMart's support team will step in to mediate under Section 6 below.
5. Support Ticket Handling and Priority
Support requests are generally handled in the order they are received, subject to reasonable prioritization for issues that are time-sensitive or safety-related, such as a suspected counterfeit or unsafe part, a payment or account-security issue, or a delivery that has failed multiple times. [LEGAL REVIEW NEEDED - target first-response time and resolution-time commitments (e.g., an SLA expressed in business hours) to be finalized by PakAutoMart management and inserted here]. These are internal service targets and do not, by themselves, create a contractual guarantee of a specific resolution time unless separately agreed in writing.
6. Escalation and Disputes Between Buyers and Sellers
If a Buyer and Seller cannot resolve an issue between themselves - for example, a dispute over whether a returned part matches the original listing, or whether a refund is owed - either party may escalate the matter to PakAutoMart support using the channels in Section 2. PakAutoMart will review the order record, listing details, and any evidence provided (such as photographs of the part received) and will make a good-faith determination consistent with the Return & Refund Policy and the Seller's obligations under the Seller Terms & Conditions. PakAutoMart's determination in such marketplace disputes is administrative in nature and does not waive either party's legal rights; unresolved disputes may proceed as described in our Dispute Resolution Policy.
7. Language of Support
Support is available in Urdu and English. [LEGAL REVIEW NEEDED - confirm whether support is offered in any regional languages and update accordingly]. Written correspondence sent for record-keeping purposes (such as a formal complaint or a data request) should preferably be submitted in English or Urdu to avoid delay in processing.
8. What Support Does Not Cover
PakAutoMart's support team does not provide mechanical diagnosis, repair advice, or roadside assistance, and does not guarantee that a part recommended through our fitment tools will resolve a specific mechanical issue; fitment information is provided as a search aid, not as automotive advice, as set out in our Disclaimer. Support requests that amount to abuse, threats, or harassment directed at PakAutoMart staff or Sellers will not be engaged with and may result in suspension of the User's account under our Terms & Conditions.
9. Feedback and Complaints About Our Support
If a User is dissatisfied with how a support request was handled, they may request that the matter be reviewed by a supervisor by replying to the same email or WhatsApp thread and stating that they wish to escalate. [LEGAL REVIEW NEEDED - internal escalation/complaints-handling procedure and any named complaints officer to be confirmed by PakAutoMart management and inserted here].
10. Self-Service Resources
Before contacting support, Users are encouraged to check whether their question is already answered by the Platform itself: order status and history are available from a Buyer's account dashboard, part compatibility can often be confirmed using the fitment search tools on category and brand pages, and general policy questions may be answered by the Terms & Conditions, Return & Refund Policy, or other documents listed at the foot of every legal page. Using these self-service resources first typically results in a faster answer than waiting for a support reply, particularly outside stated support hours.
11. Information We Collect During a Support Request
When a User contacts support, we may collect the information needed to investigate and resolve the issue, such as an order number, account email, description of the problem, and any screenshots or photographs the User chooses to provide (for example, of a part received in poor condition). This information is handled in accordance with our Privacy Policy and is used only to resolve the support request and for internal quality review; it is not shared with any Seller beyond what is necessary to investigate an order-related complaint.
12. Fair Use of Support Channels
Support channels are provided for genuine account, order, and Platform-related issues. Repeated, duplicate, or unrelated messages sent through multiple channels for the same issue may delay a response, since they are generally treated as separate tickets. Users should allow a reasonable interval for a reply before re-sending the same request, and should keep correspondence to a single channel (phone, WhatsApp, or email) where possible so that the full history of an issue stays in one place.
13. Changes to This Policy
PakAutoMart may update this Support Policy from time to time as our support channels, hours, or processes change. The "Last Updated" date at the top of this page reflects the most recent revision, and continued use of the Platform after an update constitutes acceptance of the revised policy. Material changes affecting how Users can reach support will, where practicable, also be announced on the Platform.
