Support Policy

Support Policy for Zabar.store

Last Updated: 11-26-2025

1. Our Commitment

At Zabar.store, we are dedicated to providing a smooth and reliable marketplace experience. This Support Policy outlines how to get help and what you can expect from us. Our support structure is designed to ensure that issues are resolved by the party best equipped to handle them.

2. Understanding Our Support Tiers: Who Handles What?

Because Zabar.store is a marketplace, support is handled in two tiers:

• Seller-Level Support: Sellers are the first point of contact for issues directly related to their products and shop.

• Marketplace-Level Support (Zabar.store): Our team handles issues related to the platform's functionality, security, and disputes between users.

  
  

  3. Seller-Level Support: Contact the Seller First

  Sellers on Zabar.store are responsible for their stores, products, and order fulfillment. Please contact the Seller directly for issues including, but not limited to:

  • Order Status & Shipping: Questions about order processing, shipping times, and delivery tracking.

  • Product Details: Questions about product features, sizing, materials, or availability.

  • Returns & Refunds: Initiating a return, requesting a refund, or asking about the Seller's specific return policy.

  • Damaged or Defective Items: Reporting an item that arrived damaged, is faulty, or not as described.

  • Wrong Item Received: If you received an incorrect product.

  How to Contact a Seller:

  • Go to "My Orders" in your account.

  • Find the relevant order and click on "Message Seller" or "Contact Seller."

  • Send a direct, detailed message to the Seller.

  Sellers are expected to respond to all customer inquiries within 2 business days.

  4. Marketplace-Level Support: Contact Zabar.store

  The Zabar.store support team is here to help with issues related to the platform itself. Please contact us directly for:

  • Technical Issues: Problems with the website, app, checkout process, or your account (login issues, password reset).

  • Payment Issues: Problems with applying a coupon, unauthorized transactions, or issues with the payment gateway.

  • Account Suspension: Inquiries regarding the suspension or termination of your account.

  • Safe Transactions: Reporting suspected fraud, scams, or phishing attempts.

  • Dispute Mediation: If you have already contacted a Seller and have been unable to resolve an issue after a reasonable effort (typically 3-5 business days).

  • Policy Violations: Reporting a Seller or Buyer for violating Zabar.store's Terms and Conditions.

  • Privacy & Data: Questions or requests regarding your personal data and our Privacy Policy.

  How to Contact Zabar.store Support:

  • Email: [support@zabar.store]

  • Help Center/Contact Form: [Link to your help desk or contact form on the website]

  When contacting us, please provide:

  • Your name and username.

  • The relevant order ID number (if applicable).

  • The name of the Seller's shop (if applicable).

  • A clear and detailed description of your issue.

  5. What to Expect from Us

  • Response Time: We strive to acknowledge all support requests within 24 hours and provide a substantive response or resolution within 3 business days. Complex issues may require more time.

  • Professionalism: Our team will treat you with respect and work diligently to help resolve your issue.

  • Fairness: When mediating disputes, we will be impartial and review all available information, including the Seller's policy and communication between the parties.

  6. What We Expect from You

  To help us assist you effectively, we expect all users to:

  • Be Respectful: Communicate with Sellers and our support team in a civil and non-abusive manner.

  • Provide Accurate Information: Give clear and complete details about your issue.

  • Contact the Seller First: Always attempt to resolve order-related issues with the Seller before escalating to us.

  • Understand Platform Limits: Acknowledge that Zabar.store is not liable for a Seller's products or actions, but we will step in to enforce our policies.

  7. Escalation Process

  If your issue remains unresolved:

  1. Step 1: Contact the Seller and allow them 2-3 business days to respond.

  2. Step 2: If no resolution is reached, contact Zabar.store Support with a summary of the issue and copies of your communication with the Seller.

  3. Step 3: Our team will review the case, mediate, and take appropriate action based on our policies.

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  Contact Zabar.store Support:
  For eligible issues as outlined above, please reach out to us at:
  [support@zabar.store]

  We are here to ensure a fair and trustworthy marketplace for everyone.