At The OG Vendor, we are committed to providing reliable, timely, and professional support to our customers and sellers. This Support Policy explains how our support services operate, the types of assistance available, expected response times, and the responsibilities of all users when seeking support.

By using The OG Vendor website and services, you agree to the terms outlined in this Support Policy.

1. Our Commitment

Our goal is to ensure that every customer and seller enjoys a safe, reliable, and seamless marketplace experience. Our support team is available to assist with account issues, order inquiries, payment concerns, technical problems, disputes, and general marketplace questions.

2. Support Services

We provide assistance for matters including, but not limited to:

• Account registration and login issues
• Password recovery
• Seller account verification
• Product listing assistance
• Order tracking
• Payment issues
• Refund and return inquiries
• Delivery concerns
• Technical website issues
• Buyer and seller disputes
• Marketplace policy clarification
• Reporting suspicious or fraudulent activities

Support requests outside the scope of our services may not be handled by our team.

3. Support Channels

Customers and sellers may contact us through any of the following official channels:

• Contact Us page
• Email support
• Live chat (where available)
• Support ticket system
• Seller Dashboard (for registered sellers)

For security reasons, we recommend using only our official communication channels.

4. Support Hours

Our support team operates during published business hours. Requests submitted outside these hours will be addressed on the next available business day.

Support availability may vary during public holidays, maintenance periods, or exceptional circumstances.

5. Response Times

While response times may vary depending on the complexity of the request, our general targets are:

• General inquiries: within 24 hours
• Order-related issues: within 24–48 hours
• Payment investigations: within 2–5 business days
• Technical issues: within 2–5 business days
• Seller verification requests: within 3–7 business days
• Complex disputes: within 7–14 business days

These are estimated response times and are not guaranteed.

6. Customer Responsibilities

To help us resolve your request efficiently, customers should:

• Provide accurate account information.
• Include the relevant order number.
• Describe the issue clearly.
• Upload screenshots or photos when necessary.
• Respond promptly to requests for additional information.
• Communicate respectfully with our support staff.

Incomplete or inaccurate information may delay resolution.

7. Seller Responsibilities

Sellers using The OG Vendor marketplace are expected to:

• Respond promptly to customer inquiries.
• Cooperate during investigations.
• Provide requested documentation.
• Resolve customer complaints professionally.
• Maintain accurate product information.
• Comply with all marketplace policies.

Failure to cooperate may result in account restrictions or other corrective actions.

8. Technical Support

Our technical support team can assist with:

• Login problems
• Website errors
• Dashboard access issues
• Product upload difficulties
• Payment gateway issues
• Notification problems
• System bugs
• Marketplace functionality concerns

Technical support does not include troubleshooting third-party software or devices not managed by The OG Vendor.

9. Order and Delivery Support

If you experience issues with an order, our support team may assist with:

• Tracking shipments
• Delivery delays
• Missing packages
• Incorrect items received
• Damaged products
• Delivery confirmation investigations

Additional verification may be required before certain cases can be resolved.

10. Payment Support

Support is available for payment-related matters such as:

• Failed transactions
• Duplicate payments
• Pending payments
• Refund status
• Seller payouts
• Billing inquiries

For security purposes, users may be asked to verify their identity before payment-related information is disclosed.

11. Dispute Resolution

Where disagreements arise between buyers and sellers, The OG Vendor may act as a neutral facilitator.

Our team may review:

• Order details
• Delivery records
• Communication history
• Product listings
• Images or videos
• Any supporting documentation provided by either party

Decisions are made fairly based on the available evidence and applicable marketplace policies.

12. Unacceptable Conduct

To maintain a respectful environment, users must not:

• Use abusive, threatening, or offensive language.
• Harass support representatives.
• Submit false or misleading information.
• Attempt to manipulate investigations.
• Make fraudulent claims.
• Spam support channels with duplicate requests.

Such behavior may result in restricted access to support services or suspension of your marketplace account.

13. Privacy and Security

All information shared with our support team is handled in accordance with our Privacy Policy.

Users should never share:

• Passwords
• One-time passwords (OTPs)
• PINs
• Full payment card details
• Other sensitive security credentials

Our support team will never ask for confidential authentication information.

14. Policy Updates

The OG Vendor reserves the right to update this Support Policy at any time. Changes become effective immediately upon publication on this page. Continued use of our services constitutes acceptance of the updated policy.

Contact Us

If you require assistance, please contact our Customer Support team through the Contact Us page. We are committed to resolving your concerns as efficiently and fairly as possible.