Support Policy

Introduction

At VKERT Inc., our goal is to ensure every customer and seller receives fast, reliable, and respectful assistance.

This Support Policy outlines how VKERT provides help, resolves issues, and maintains quality service for all users of https://vkert.com (the “Site”).

By using VKERT’s platform, you agree to follow this Support Policy along with our Terms & Conditions and Privacy Policy.

1. Our Support Commitment

We are committed to providing professional and timely support for:

• Buyers — regarding orders, returns, payments, delivery, and refunds.
Sellers — regarding registration, credit, listings, payouts, and account status.

VKERT strives to resolve every inquiry within 3–5 business days and provide clear communication throughout the process.

2. Support Channels

You can reach VKERT through the following official channels:

3. Response & Resolution Times

VKERT categorizes support requests by priority to ensure efficiency:

4. Buyer Support

For buyers, VKERT support covers:

• Order tracking and shipping inquiries.
• Return and refund requests.
• Damaged, defective, or missing product issues.
• Payment disputes or billing errors.
• Product authenticity and warranty confirmations.

Buyers should retain proof of purchase or order confirmation for verification.

5. Seller Support

For sellers, VKERT provides dedicated assistance for:

• Account creation and verification.
• $5,000 purchase credit and wallet management.
• Product listing and catalog support.
• Shared Ad Fund (5%) tracking.
• Weekly payout processing and reconciliation.
• Policy compliance or performance reviews.

Sellers can access support directly through the Seller Dashboard → Help tab for faster service.

6. Escalation & Complaint Handling

If your issue remains unresolved after initial support:

• Request escalation by replying to your support ticket or phone case number.
• Escalated cases are reviewed by a Support Supervisor within 48 hours.
• If necessary, the matter may be forwarded to the VKERT Customer Relations Team or Seller Success Department for final resolution.

7. Service Standards

VKERT maintains the following service standards for all support interactions:

• Respect & Courtesy: All users will be treated with professionalism and fairness.
• Accuracy: Every response aims to provide clear, factual information.
• Confidentiality: All support communications are handled under strict privacy standards.
• Documentation: Each interaction is recorded for quality assurance and accountability.

8. Feedback & Quality Control

We value your feedback. After your issue is resolved, you may receive a short survey to rate your support experience.

All feedback is reviewed monthly to improve training, response times, and customer satisfaction.

While VKERT aims to assist with all inquiries, support may be limited in the following cases:

• Requests unrelated to VKERT services or products.
• Inquiries outside standard business hours (responses may be delayed).
• Sellers or buyers violating VKERT’s Terms or engaging in abusive behavior.
• Requests requiring external verification or third-party vendor intervention.

VKERT reserves the right to suspend or terminate communication with users who engage in harassment, threats, or repeated misuse of support channels.

10. Updates to This Policy

VKERT may revise this Support Policy periodically to improve our processes and comply with legal or operational requirements.

The “Last Updated” date will reflect any changes made, and continued use of VKERT’s support services constitutes acceptance of the revised policy.

11. Governing Law

This Support Policy is governed by the laws of the Commonwealth of Pennsylvania, U.S.A.

Any disputes arising from support-related matters shall be resolved exclusively in state or federal courts located in Pennsylvania.

12. Contact Us<

If you have any questions or concerns about a return or refund, contact us directly:

VKERT Customer Service Department

• Email: support@vkert.com
• Phone: +1 (717) 734-5677
• Address: VKERT Inc., 1234 Main Street, Houston, TX, USA
• Hours: Monday–Saturday, 9 AM – 6 PM (CST)