QONEE Support Policy

Last Updated: November 2025

At QONEE, we are committed to providing fast, reliable, and helpful support to all our users—buyers, sellers, and partners. This Support Policy outlines how we deliver assistance, expected response times, available support channels, and user responsibilities.

1. Support Coverage

QONEE offers support for the following:

1.1 Platform-related concerns

• Account creation, login issues

• Profile & settings

• Notifications and alerts

• App or website functionality issues

1.2 Order-related concerns

• Order placement

• Payment confirmation

• Shipping and delivery tracking

• Order modifications or cancellations

• Refunds and returns

1.3 Seller-related concerns

• Store setup & verification

• Product listing issues

• Inventory updates

• Seller tools and analytics

• Withdrawals and payout issues

1.4 Safety & Policy Concerns

• Report a user or listing

• Data privacy questions

• Security & fraud concerns

QONEE support does not include:

• Personalized negotiation between buyer and seller

• Direct resolution for transactions outside the QONEE platform

• Technical debugging of user devices

2. Support Channels

Users can request help through the following channels:

2.1 In-App Help Center

• FAQs, tutorials, and step-by-step guides

• Automated troubleshooting

2.2 Ticket Support

• Accessible via Help > Contact Support

• Best for account, order, and payment concerns

2.3 Live Chat (QONEE Assistant)

• Available during peak hours (8 AM – 10 PM)

• Immediate help for basic issues

2.4 Email Support

• For formal or escalated concerns: support@qonee.com

2.5 Seller Support Hotline

• Exclusive for verified sellers

• Business hours: 9 AM – 6 PM

3. Response Time

QONEE aims to respond within the following timeframes:

4. User Responsibilities

To ensure fast and accurate support, users must:

• Provide complete and accurate information

• Include screenshots, order numbers, or reference codes if needed

• Avoid abusive language or harassment toward support agents

• Follow QONEE’s Terms of Service and Community Guidelines

Failure to follow these may delay resolution or lead to account action.

5. Resolution Process

1. Ticket Creation
   User submits a concern with details.

2. Verification
   The system or agent confirms identity and gathers required information.

3. Assessment
   Support reviews the issue and determines the appropriate solution path.

4. Resolution

   • Order updates

   • Refund or replacement

   • Account reset

   • Seller verification

   • Policy explanation

5. Follow-up
   Users may give feedback or reopen a ticket if unresolved.

6. Escalation Policy

Cases escalated to a senior specialist include:

• Fraud or security concerns

• High-value transactions

• System malfunctions

• Repeated ticket failures

• Legal or compliance concerns

Escalation response time: 1–3 business days

7. Policy Updates

QONEE may modify this Support Policy to improve service quality. Any major changes will be announced through:

• App notifications

• Email updates

• Official QONEE channels