Support Policy

Welcome to PakAutoMart Support! We are committed to providing you with timely and effective assistance. Whether you are a buyer trying to find the right part or a seller facing a technical issue, this policy outlines how we can help.
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1. Our Support Channels

We offer multiple ways to get in touch with us. For security and efficiency, we encourage you to use official channels only.
-

**Help Center (Knowledge Base):**

Visit our FAQ section for instant answers to common questions about orders, payments, and account management. *(Available 24/7)*

- **Live Chat:**

For quick queries, use the chat widget located at the bottom right corner of our website.

- **Email Support:**

For detailed inquiries or document submissions: **support@pakautomart.com**

- **Seller Dashboard:**

Sellers can access dedicated support tickets directly from their Seller Dashboard for account-specific issues.

- **WhatsApp Support:** **

+92 3332594493

** *(Operational during business hours only)*

**Important:** We will never ask for your password or OTP via phone call or message.
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 2. Support Hours
Our support team is available to assist you during the following hours:

- **Monday to Friday:** 9:00 AM – 8:00 PM

- **Saturday:** 10:00 AM – 6:00 PM

- **Sunday & Public Holidays:** Limited Support / Email Only

*Response times may be slightly delayed during peak sale seasons (e.g., Eid sales) or unforeseen technical outages.*
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3. Expected Response Times

We strive to respond to all inquiries as quickly as possible:
| Channel | Expected First Response Time |
| :--- | :--- |
| **Live Chat** | Within 5–10 minutes (during business hours) |
| **Email (General)** | Within 24 hours |
| **Email (Seller Priority)** | Within 12 hours |
| **WhatsApp** | Within 1 hour (during business hours) |
| **Social Media (FB/IG)** | Within 24 hours |
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4. What We Can Help With

Our support team is trained to assist with:
**For Buyers:**
- Order tracking and delivery status.
- Assistance with initiating returns or refunds.
- Payment failures and wallet inquiries.
- Technical issues with the website (logging in, viewing listings).
- Guidance on how to contact a seller.

**For Sellers:**

- Account setup and verification issues.
- Product listing errors or policy warnings.
- Payout delays and commission questions.
- Reporting a problematic buyer.
- Performance dashboard guidance.
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5. What We Cannot Help With

To maintain efficiency, please understand that PakAutoMart Support **does not** handle the following:

- **Technical Mechanical Advice:**

We are a marketplace platform, not mechanics. We cannot tell you if a specific part will fit your 2008 Civic. *Please use the "Ask Seller" feature for fitment questions.*

- **Price Negotiations:**

Support does not negotiate prices between buyers and sellers.

- **Private Transactions:**

We cannot assist with transactions that were not completed on the PakAutoMart platform.

- **Legal Advice:**

We cannot provide legal counsel regarding vehicle laws or disputes.
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6. Escalation Process

If your issue is not resolved by the first line of support, you can request an escalation.
1.  **Stage 1:** Front-line Support Agent (Chat/Email)

2.  **Stage 2:** Supervisor Review (Requires 24-48 hours)

3.  **Stage 3:** Dispute Resolution Team (For complex buyer/seller conflicts)

To escalate an issue, please reply to your support email with the subject line: **"ESCALATION: [Your Ticket Number]"**
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7. Prohibited Conduct When Contacting Support

To ensure a safe and respectful environment for our support staff, we prohibit:
- Abusive language, threats, or harassment.
- Sending unsolicited advertisements or links.
- Creating multiple support tickets for the same issue (this slows down response times).
Violation of these conduct rules may result in the suspension of your support privileges or account.
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8. Technical Support & Website Feedback

If you encounter a bug, a page that won't load, or a feature that isn't working:
1.  Take a screenshot.

2.  Email us at **techsupport@pakautomart.com** (or use the main support email).

3.  Describe what you were doing when the issue occurred.
We value your feedback—it helps us build a better platform for Pakistan's auto community!
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Contact Us Today

**Email:** support@pakautomart.com
**WhatsApp:** +92 3332594493

**Live Chat:** Available on the website.

*Last Updated: [Insert Date]*