Support Policy Page
SUPPORT POLICY
This Support Policy explains how customers can contact StoreMela and the standards we follow while handling support requests.
1. Support Channels
Customers may contact StoreMela through the following channels:
- Phone Support: +91 7252890016
- Email Support: support@storemela.com
- WhatsApp Support: Available during working hours
- Ticket System: Available via website dashboard
Primary support focus is through Phone and Email communication.
2. Support Working Hours
Support is available 9:00 AM to 9:00 PM (IST), All 7 Days a Week.
3. Response Time Commitment (SLA)
- Phone Calls: Immediate response during working hours. If missed, callback within 5–10 minutes.
- Email Support: Response within 2 hours.
- WhatsApp Support: Immediate response during working hours.
- Support Tickets: Resolution within 2–5 hours depending on issue complexity.
4. Escalation & Internal Review
All disputes and complex cases are handled through internal review. Final decisions are made by StoreMela’s internal support team.
5. Customer Conduct Policy
We understand customers may experience frustration due to delivery or service issues. Our team is committed to resolving genuine concerns respectfully.
However, the following actions are strictly monitored:
- Abusive language toward staff
- Threats or harassment
- False complaints
- Repeated spam calls or misuse of support channels
If abusive behavior is found without valid reason, the customer may be placed under a monitoring/suspicious list. Repeated violations may result in account restriction or permanent ban.
6. False Complaints & Misuse
Submitting false claims, misleading complaints, or intentionally misusing support systems may lead to account action including suspension or permanent restriction.
7. Service Limitations
Support timelines are targets and may vary depending on issue complexity, volume of requests, or technical limitations.
8. Contact Information
- Phone: +91 7252890016
- Email: support@storemela.com
