Support Policy
1. Introduction
Welcome to Qaydan Mart, a multivendor eCommerce marketplace that connects customers with independent vendors and sellers.
Our goal is to provide a reliable, transparent, secure, and customer-friendly shopping environment. This Support Policy explains how Qaydan Mart provides assistance to customers, vendors, delivery partners, and other users of our marketplace.
By using Qaydan Mart, you agree to follow this Support Policy along with our Terms & Conditions, Privacy Policy, Return & Refund Policy, Shipping Policy, and other applicable marketplace policies.
2. Scope of Support
Qaydan Mart Support may assist with:
Customer accounts
Vendor accounts
Product information
Product availability
Order placement
Order confirmation
Order processing
Order tracking
Delivery issues
Payment issues
Returns and exchanges
Refund requests
Damaged or defective products
Incorrect or missing products
Vendor-related complaints
Technical problems
Marketplace policy questions
General complaints and feedback
3. Customer Support
Customers can contact Qaydan Mart Support for assistance with their shopping experience.
Customer support may include:
Registration and login problems
Product-related questions
Cart and checkout problems
Order status
Delivery status
Cancellation requests
Return requests
Exchange requests
Refund requests
Payment problems
Damaged or incorrect products
Missing products
Account-related problems
Website/app technical problems
Customers should provide their Order ID whenever contacting support about a specific order.
4. Vendor/Seller Support
Qaydan Mart provides dedicated support to registered vendors operating on the marketplace.
Vendor support may include:
Vendor registration
Vendor account verification
Vendor dashboard problems
Product listing
Product approval
Category management
Inventory management
Order management
Commission inquiries
Vendor settlement/payment inquiries
Customer complaints
Return and refund coordination
Technical issues
Marketplace policy clarification
Vendors are responsible for providing accurate product information, pricing, stock information, images, specifications, and other required product details.
5. Multivendor Order Support
Because Qaydan Mart operates as a multivendor marketplace, a single customer order may contain products from multiple vendors.
In such cases:
Each vendor may be responsible for fulfilling their respective products.
Products may be delivered separately.
Delivery times may vary between vendors.
Return and refund eligibility may differ depending on the product and vendor.
Qaydan Mart Support may coordinate communication between the customer and vendor.
Qaydan Mart may intervene when a vendor fails to respond or resolve a legitimate customer issue.
Customers should contact Qaydan Mart Support if they are unsure which vendor is responsible for an order issue.
6. Order Support
Customers can request support for:
Order not received
Order delayed
Order cancelled unexpectedly
Incorrect product received
Missing product
Damaged product
Defective product
Wrong quantity
Wrong size or variation
Product different from description
Order status problems
For faster investigation, customers may be required to provide:
Order ID
Product name
Vendor name
Delivery information
Description of the issue
Photos/videos where applicable
7. Product Support
Qaydan Mart displays products supplied by independent vendors.
Vendors are primarily responsible for maintaining accurate:
Product names
Product descriptions
Product images
Prices
Sizes
Colors
Specifications
Stock quantities
Warranty information
Brand information
If a customer believes that a product listing is inaccurate, misleading, counterfeit, prohibited, or otherwise problematic, they may report it to Qaydan Mart.
Qaydan Mart may investigate reported listings and take appropriate action.
8. Delivery & Shipping Support
Qaydan Mart may work with vendors and third-party delivery partners to fulfill customer orders.
Support may be provided for:
Delivery delays
Failed delivery attempts
Incorrect delivery
Damaged packages
Lost packages
Missing packages
Incorrect delivery status
Courier-related issues
Delivery times may vary depending on:
Vendor location
Customer location
Product availability
Courier service
Weather
Public holidays
Transportation conditions
Other circumstances outside Qaydan Mart's control
9. Payment Support
Customers may contact support regarding:
Payment failure
Payment deducted but order not confirmed
Duplicate payment
Incorrect payment status
Refund payment status
Payment gateway errors
Other transaction-related problems
Qaydan Mart may coordinate with the relevant payment gateway, bank, mobile financial service provider, or vendor where necessary.
Security Notice
Qaydan Mart Support will never request a customer's:
Password
OTP
PIN
Card PIN
CVV/security code
Account authentication credentials
Customers should never share these details with anyone claiming to represent Qaydan Mart.
10. Return, Exchange & Refund Support
Return, exchange, and refund requests are handled according to the Qaydan Mart Return & Refund Policy.
Depending on the product and circumstances, customers may be eligible for:
Product replacement
Product exchange
Store/vendor credit
Partial refund
Full refund
Other applicable resolution
Eligibility may depend on:
Product category
Product condition
Reason for return
Time since delivery
Vendor policy
Evidence provided
Applicable Qaydan Mart policies
Customers should contact support before sending a product back.
11. Damaged, Defective or Incorrect Products
If a customer receives a damaged, defective, incomplete, or incorrect product, the customer should contact Qaydan Mart Support as soon as possible.
Customers may be requested to provide:
Order ID
Product information
Photos
Unboxing video, where applicable
Packaging photographs
Description of the problem
Qaydan Mart may investigate the issue with the relevant vendor before determining the appropriate resolution.
12. Vendor Responsibility for Customer Complaints
Vendors are expected to cooperate with Qaydan Mart regarding legitimate customer complaints.
A vendor may be required to:
Respond to support requests
Verify order information
Provide product information
Accept approved returns
Replace eligible products
Process approved refunds
Provide evidence when requested
Resolve product-related complaints
Failure to cooperate may result in marketplace actions against the vendor.
13. Vendor Settlement Support
Vendors may contact Qaydan Mart Support regarding:
Sales settlement
Commission deductions
Transaction records
Payment status
Settlement delays
Order adjustments
Refund deductions
Chargebacks or payment adjustments
Qaydan Mart may request transaction or order information to investigate settlement-related inquiries.
14. Technical Support
Technical support may be provided for problems involving:
Customer login
Vendor login
Registration
Password reset
Shopping cart
Checkout
Product listing
Vendor dashboard
Order management
Payment processing
Website errors
Mobile responsiveness
Account functionality
Users should provide screenshots, error messages, browser/device information, and other relevant details where possible.
15. Support Response Time
Qaydan Mart aims to respond to support requests within the following target periods:
| Support Request | Target Response |
|---|---|
| General Inquiry | Within 1 business day |
| Customer Order Issue | Within 1 business day |
| Vendor Inquiry | Within 1–2 business days |
| Delivery Issue | Within 1–2 business days |
| Return/Exchange Request | Within 1–3 business days |
| Payment Issue | Within 1–3 business days |
| Refund Inquiry | Within 1–3 business days |
| Technical Issue | Within 1–3 business days |
| Complex Complaint | Within 3–7 business days |
These are target response periods and not guaranteed resolution periods.
Certain issues may take longer when investigation or third-party coordination is required.
16. Complaint Escalation
If a customer or vendor is not satisfied with the initial support response, they may request escalation.
Escalation Process
Level 1 — Customer/Vendor Support
Initial complaint or inquiry is reviewed by the support team.
↓
Level 2 — Senior Support
If unresolved, the issue may be escalated to a senior support representative.
↓
Level 3 — Marketplace Management
Complex or serious issues may be reviewed by Qaydan Mart management.
↓
Final Resolution
Qaydan Mart will provide an appropriate decision based on available information, marketplace policies, vendor responsibilities, and applicable requirements.
17. Support Channels
Qaydan Mart may provide support through:
Customer Support Hotline
Email
Website Contact Form
Support Ticket System
Vendor Dashboard
Live Chat
Official Social Media Channels
Other officially published communication channels
Official Support Information
Qaydan Mart
Support Hotline: +880 1613-228050
Support Email: support@qaydanmart.com
Support Hours: 24 Hours
Website: www.qaydanmart.com
18. Support Ticket Policy
Where a support ticket system is available, users should:
Create one ticket for each separate issue.
Provide the correct Order ID where applicable.
Clearly describe the problem.
Attach relevant evidence.
Avoid creating duplicate tickets for the same issue.
Respond to support requests when additional information is requested.
Duplicate tickets may be merged or closed to prevent unnecessary delays.
19. Customer Responsibilities
Customers are responsible for:
Providing accurate information.
Providing the correct delivery address.
Providing valid contact information.
Reviewing product information before ordering.
Following return instructions.
Providing truthful information during complaints.
Cooperating with investigations.
Treating support personnel respectfully.
Fraudulent claims, false complaints, or repeated abuse of support services may result in account restrictions.
20. Vendor Responsibilities
Every Qaydan Mart vendor is responsible for:
Accurate product listings
Accurate pricing
Maintaining inventory
Timely order processing
Proper packaging
Product quality
Providing required product documentation
Responding to customer-related inquiries
Following return/refund requirements
Following Qaydan Mart marketplace policies
Repeated violations may result in:
Warning
Product listing suspension
Temporary vendor suspension
Settlement restrictions where permitted
Account suspension
Vendor account termination
21. Prohibited Support Behavior
Qaydan Mart does not permit:
Harassment of support staff
Threatening behavior
Abusive language
Fraudulent complaints
False refund claims
Manipulation of support processes
Repeated creation of fake support tickets
Attempts to obtain unauthorized refunds
Providing fraudulent evidence
Unauthorized access to another user's account
Qaydan Mart reserves the right to take appropriate action against users who abuse the support system.
22. Third-Party Service Providers
Some Qaydan Mart services may depend on third parties, including:
Vendors
Courier companies
Payment gateways
Banks
Mobile financial service providers
Hosting providers
Technology service providers
When an issue involves a third-party provider, Qaydan Mart may coordinate with that provider to resolve the issue.
Resolution times may therefore depend on the third party.
23. Privacy & Confidentiality
Qaydan Mart will handle support-related information according to its Privacy Policy.
Users should avoid sharing unnecessary personal or confidential information through public channels.
Sensitive information such as passwords, OTPs, PINs, and payment authentication credentials should never be shared with support representatives.
24. Emergency or Security Issues
Users should immediately report suspected:
Account compromise
Unauthorized account access
Payment fraud
Suspicious vendor activity
Fake Qaydan Mart communication
Fraudulent payment requests
Security vulnerabilities
Qaydan Mart may temporarily restrict an account, order, vendor, or transaction while an investigation is conducted.
25. Policy Modification
Qaydan Mart reserves the right to update this Support Policy when necessary to reflect:
Changes to marketplace operations
New services
Technology changes
Vendor requirements
Customer support procedures
Legal or regulatory requirements
The latest version published on the Qaydan Mart website will be considered the current version.
26. Contact Qaydan Mart
For questions, complaints, technical assistance, vendor support, or order-related assistance, please contact:
Qaydan Mart
Customer Support: +880 1613-228050
Vendor Support: support@qaydanmart.com
Email: support@qaydanmart.com
Website: www.qaydanmart.com
Support Hours: 24 Hours
Office Address: House: 20, Road: 03, Sector 15c, Uttara-1230, Dhaka, Bagladesh.
Our Commitment
Qaydan Mart is committed to creating a trustworthy multivendor marketplace where customers can shop confidently and vendors can grow their businesses fairly.
We continuously work to improve our customer service, vendor support, marketplace security, order management, and overall shopping experience.
Thank you for choosing Qaydan Mart.
