Support Policy
Effective Date: January 1, 2026 | Last Updated: April 2026
PakAutoMart is committed to providing responsive, fair, and effective support to all users — buyers, sellers, and partners. This Support Policy outlines our service standards, escalation procedures, and the rights of users in accordance with applicable Pakistani law including the Consumer Protection Acts of all four provinces and PECA 2016.
1. Support Channels
PakAutoMart offers support through multiple channels: Email Support: support@pakautomart.com — response within 24 hours on business days; Live Chat: available on the platform during business hours (Monday–Saturday, 9 AM – 6 PM PKT); Help Center: comprehensive self-service knowledge base available 24/7 at pakautomart.com/help; WhatsApp Business: for urgent order and delivery queries; Seller Support Portal: dedicated support dashboard for registered sellers with priority response.
2. Buyer Support
Buyers are entitled to support for: order status and tracking inquiries; payment issues and transaction disputes; return and refund requests; product verification and compatibility queries; account access problems; and reporting seller misconduct. PakAutoMart will respond to buyer support tickets within 24 business hours. Urgent issues (payment failures, delivery emergencies) are prioritized and addressed within 4 business hours. PakAutoMart will not close a support ticket without the buyer's acknowledgment of resolution.
3. Seller Support
Sellers receive dedicated support for: listing assistance and category guidance; payment disbursement queries; performance metric reviews; policy interpretation and compliance queries; technical issues with the seller dashboard; and promotional campaign support. Sellers with "Verified Seller" status receive priority support with a 12-hour response commitment. New sellers in their first 30 days receive onboarding support from a dedicated account manager.
4. Dispute Resolution Support
PakAutoMart operates a structured dispute resolution process: Level 1 — Buyer/Seller direct communication via platform messaging (3 business days). Level 2 — PakAutoMart Mediation Team intervention upon escalation (5 business days). Level 3 — Senior Review Committee for complex disputes involving significant amounts (5–10 business days). Level 4 — External resolution through Consumer Court or civil courts if platform resolution fails. All dispute proceedings are documented and records are maintained for 5 years as required by applicable law.
5. Response Time Commitments
General inquiries — 24 business hours. Order and payment disputes — 48 business hours. Account suspension appeals — 72 business hours. Legal notices and formal complaints — 7 business days. PakAutoMart tracks response time performance and publishes monthly support quality reports. Users who do not receive timely responses may escalate by emailing escalations@pakautomart.com with their original ticket number.
6. Consumer Rights Under Pakistani Law
As a Pakistani consumer, you have the right under provincial Consumer Protection Acts to: receive goods/services of satisfactory quality; receive accurate information about products; seek compensation for defective goods or unsatisfactory services; lodge a complaint with the Consumer Court of your province free of cost; and be protected from unfair trade practices. PakAutoMart fully supports and respects these rights. Our support team is trained to recognize consumer rights violations and will facilitate appropriate remedies.
7. Prohibited Support Requests
PakAutoMart support cannot assist with: circumventing platform policies or safety mechanisms; obtaining unauthorized access to other users' accounts; facilitating off-platform transactions to avoid fees; requests that violate applicable Pakistani law or regulations; or threats, harassment, or intimidation of support staff (which may be reported to law enforcement under PECA 2016 and PPC). All support interactions are recorded and may be used in legal proceedings.
8. Feedback and Improvement
PakAutoMart values user feedback to continuously improve our support quality. After each support interaction, users are invited to rate the experience. Aggregate feedback is reviewed monthly by the management team. Users may submit formal feedback or complaints about support quality to feedback@pakautomart.com. Constructive feedback that results in policy improvements may be acknowledged publicly on our blog.
9. Force Majeure
PakAutoMart shall not be held liable for failure to meet support response commitments due to circumstances beyond our control, including but not limited to: natural disasters, government-ordered shutdowns, internet infrastructure outages, or civil unrest. In such events, we will communicate delays through our platform notice board and social media channels.
10. Contact
For all support matters: support@pakautomart.com | PakAutoMart Support Center, Lahore, Punjab, Pakistan. For legal notices: legal@pakautomart.com.
