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Support Policy
Resellers Support Policy - Effective Date: (13 July 2025)
At Resellers, we are committed to providing our customers and sellers with fast, friendly, and helpful support. This Support Policy outlines how and when you can reach us, what to expect, and how we handle your requests.
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How to Contact Support
You can reach our Support Team through the following channels:
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WhatsApp: +27 67 488 9066
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Email: support@resellersza.com
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Support Hours
Our team is available:1. On WhatsApp we are available 24/7 (Click a WhatsApp icon on the bottom right corner of the screen)
2. For emails:
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Monday to Friday: 9:00 AM – 6:00 PM
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Saturday: 9:00 AM – 1:00 PM
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Sunday & Public Holidays: Closed
You may contact us anytime via email or WhatsApp — we’ll respond as soon as possible within the next business day.
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What We Can Help With
We’re happy to assist you with:
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Order updates and delivery tracking
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Returns, refunds, and exchange requests
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Product inquiries and availability
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Account and login issues
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Seller and listing questions
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Trade-in or auction-related support
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Response Time
We aim to respond to all support messages within:
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WhatsApp: Anytime
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Email: Within 12–24 hours on weekdays
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Issue Resolution
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Most issues are resolved within 24–48 hours.
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Complicated issues (e.g. return disputes or missing items) may require investigation and up to 3–5 working days.
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You’ll be updated regularly during the process.
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Escalations
If your issue is not resolved to your satisfaction, you may request escalation by replying “Escalate” in your email or WhatsApp chat. A senior team member will follow up. -
Abuse of Support
We’re here to help. Inappropriate, offensive, or abusive messages may result in account suspension or refusal of service. -
Feedback
We always appreciate feedback to improve our service. Feel free to rate your support experience or contact us with suggestions.
Thank you for choosing Resellers!
Need help? Start a chat or send us a message — we’re here to assist.
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