Effective Date: August 28, 2026

1. Support Channels

• Email Support: scoms@outlook.com (Recommended for detailed queries, order issues, or sending image attachments).
  
  
• Phone Support: +91 6289786785
  
  
• Registered Office: 28/3 Omdaraja Lane, Kolkata 700015
  
  

2. Operating Hours

• Monday to Saturday: 9:00 AM to 6:00 PM (IST)
  
  
• Sunday & Public Holidays: Closed (Emails and requests submitted during this time will be addressed on the next business day).
  
  

3. Scope of Support

• Order Assistance: Tracking active orders, modifying delivery details (before dispatch), and order cancellations.
  
  
• Returns & Refunds: Guiding you through the return process for eligible items and resolving Mati To Me Wallet refund delays.
  
  
• Account Management: Assistance with login issues, password resets, and account deletion requests.
  
  
• Feature Support: Clarifications on how to use the "Place Bid Price" feature, applying coupons, and understanding Flash Sales.
  
  

• Onboarding: Assistance with navigating the Seller Zone, account registration, and initial store setup.
  
  
• Product Listings: Troubleshooting issues related to adding inventory or managing classified products.
  
  
• Payouts & Billing: Resolving discrepancies related to seller commissions, wallet balances, and payout timelines.
  
  

4. Expected Response and Resolution Times (SLAs)

• General Inquiries & Order Tracking: 24 business hours.
  
  
• Return & Replacement Approvals: 24 to 48 business hours after receiving your request and photographic evidence.
  
  
• Refund Processing (Wallet): Within 24 hours of return approval.
  
  
• Refund Processing (Bank/Card): 5 to 7 business days, depending on your financial institution.
  
  
• Seller/Affiliate Technical Issues: 48 business hours.
  
  

5. Marketplace Disputes (Buyer & Seller)

• If you receive a defective or incorrect item from a third-party seller on our platform, we encourage you to initiate a return request immediately.
  
  
• Our support team will mediate disputes between buyers and sellers to ensure fair enforcement of our Return Policy.
  
  
• We hold our sellers strictly accountable to our quality and packaging standards. Sellers failing to meet these standards may have their accounts suspended.
  
  

6. Escalation Matrix

• Level 1 (Standard Support): Contact us via phone (+91 6289786785) or email (scoms@outlook.com).
  
  
• Level 2 (Grievance Escalation): If your ticket remains unresolved after 48 business hours, you may reply to your original support email with the subject line "ESCALATION: [Your Order/Ticket Number]". This will automatically route your query to a senior customer service manager for priority review.