Support Policy

This Support Policy outlines how ICC Shop (shop.icc.com.bd) assists customers and sellers across the platform. Our goal is to provide timely, transparent, and helpful support to ensure a reliable and user-friendly experience for all users.

1. Scope of Support

ICC Shop provides support for order-related issues, account assistance, product listing guidance, disputes, returns, and general platform queries. Support availability may vary depending on the type of issue and the responsible party (platform or seller).

• Order status, delivery updates, and payment confirmations.
• Seller onboarding, listing help, and policy clarification.
• Return, refund, and warranty support coordination.
• Technical issues such as login, account access, or system errors.

2. Support Channels

Customers and sellers can reach ICC Shop Support through the following channels:

• Phone Support: 09639123123
• Email Support: support@icc-communication.com
• Dashboard Support: Built-in help tools in buyer and seller accounts.
• Help Center: Guides and FAQs covering common issues and policy details.

3. Response Time Standards

Response times may vary depending on issue complexity and support volume. ICC Shop aims to provide:

• Initial responses within 24–48 hours for email or dashboard support requests.
• Faster responses for urgent order or payment-related issues when possible.
• Updates during the investigation of complex or multi-party cases.

4. Order & Delivery Support

ICC Shop assists with order confirmations, shipping updates, delivery issues, and missing or incorrect item reports. When the seller is responsible for fulfillment, ICC Shop may coordinate communication and help ensure timely resolution.

• Support for delayed shipments or delivery verification.
• Assistance in reporting lost, damaged, or incorrect deliveries.

5. Return, Refund & Warranty Support

Support includes guidance on initiating returns, providing evidence, coordinating with sellers, and tracking refund progress. Warranty-related issues are handled based on product terms and manufacturer policies.

• Help filing return requests through the dashboard.
• Support with documentation and claim verification.
• Coordination with sellers or service centers when required.

6. Technical & Account Support

ICC Shop assists users facing issues with account access, password resets, system errors, or technical problems that affect normal platform usage.

• Account login and password reset assistance.
• Troubleshooting dashboard errors or display issues.
• Guidance for updating account or seller profile information.

7. Seller Support Services

Sellers receive support for onboarding, listing creation, order management, performance insights, and policy clarification. ICC Shop also assists sellers with platform compliance and quality standards.

• Guidance on listing accuracy, product categorization, and inventory management.
• Help understanding seller policies and required documentation.
• Support for dispute resolution involving buyers.

8. Limitations of Support

ICC Shop may not be able to assist with issues outside platform control, including third-party service delays, manufacturer warranty decisions, or disputes unsupported by evidence. Support decisions are based on platform policies, available documentation, and applicable laws.

9. Investigations & Evidence Requirements

For certain issues, ICC Shop may request photos, videos, receipts, or delivery confirmations. Cooperation from both buyers and sellers is essential for fair and timely resolution.

10. Policy Updates & Support Contact

This Support Policy may be updated periodically to improve service and ensure compliance with platform standards. Users will be informed of significant updates via dashboard notifications or registered email.

Last updated: 2025-11-30

For assistance, contact ICC Shop Support:
Phone: 09639123123
Email: support@icc-communication.com