KEDAI50 Support Policy

At KEDAI50, we are committed to providing timely, reliable, and helpful support to all our customers and sellers. Our support system is designed to resolve inquiries, issues, and requests efficiently while ensuring a positive experience for everyone on our platform.

1. Support Availability

• Our customer service team is available Monday to Saturday, 9:00 AM – 8:00 PM (Malaysia Time).

• Support is closed on Sundays and public holidays, but urgent issues may still be addressed through our emergency contact email.

2. Contact Channels
Customers and sellers can reach us through the following channels:

• Email: [email protected]

• Live Chat: Available on our website during business hours.

• Phone Support: Provided upon request for urgent cases.

• Social Media Messaging: Facebook, Instagram, and WhatsApp official accounts.

3. Response Time
We aim to respond to all inquiries promptly:

• Email: Within 24 working hours.

• Live Chat: Instant during operating hours.

• Social Media Messages: Within 12 working hours.

4. Support for Customers

• Assistance with account registration and login.

• Help with order tracking and delivery status.

• Guidance on returns, refunds, and exchanges.

• Reporting defective, damaged, or wrong products.

• Payment and billing inquiries.

5. Support for Sellers

• Assistance with product listing and store setup.

• Order processing and fulfillment guidance.

• Payment release and commission inquiries.

• Technical troubleshooting for seller accounts.

• Policy clarifications and compliance support.

6. Issue Resolution Process

• All inquiries are logged in our system for tracking and follow-up.

• For product-related issues, our team will coordinate between customers and sellers to reach a fair resolution.

• Refunds or replacements will be processed according to our Return Policy.

• Complex cases may take up to 7 working days for full resolution.

7. Limitations of Support

• We cannot guarantee immediate solutions for issues outside our control (e.g., courier delays, banking processes).

• Our team will not respond to abusive, offensive, or fraudulent inquiries.

• Technical issues related to devices, internet connectivity, or third-party software are beyond our scope.

8. Commitment to Improvement

• We regularly review feedback to improve our services.

• Surveys and customer satisfaction ratings help us enhance support quality.

For all your queries, please contact us at [email protected].
Your satisfaction and trust are our highest priorities.