Support Policy

Effective Date: February 6, 2025
Last Updated: August 1, 2024

At Rite Select, we are committed to providing excellent customer and vendor support to ensure a seamless shopping and selling experience. This Support Policy outlines the various ways we assist users, the types of support we offer, and the expected response times. By using our platform, you agree to this policy.

1. Support Availability

1.1 Customer Support Hours

Our support team is available during the following hours:

• Monday – Friday: 9:00 AM – 8:00 PM (Local Time)

• Saturday – Sunday: 10:00 AM – 6:00 PM (Limited Support)

• Public Holidays: Limited support may be available.

1.2 Contact Channels

Customers and vendors can reach out to Rite Select support through:

• Email Support:  Support@riteselect.com

• Live Chat: Available on our website RiteSelect.com

• Phone Support: 

• Help Center: (FAQs, guides, and tutorials)

• Support Ticket System: Submit a ticket through your account dashboard.

1.3 Response Times

We aim to respond within:

• General Inquiries: 24-48 hours

• Order Issues & Refunds: 2-5 business days

• Account & Payment Issues: 3-7 business days

• Urgent Issues (e.g., fraud, unauthorized transactions): Within 24 hours

2. Support Services

2.1 Customer Support

For buyers, we provide assistance with:

• Order tracking and delivery updates

• Returns, refunds, and exchanges

• Payment and billing issues

• Product inquiries

• Dispute resolution with vendors

2.2 Vendor Support

For vendors, we offer help with:

• Product listing and management

• Order fulfillment and shipping guidance

• Payouts and commissions

• Dispute resolution with buyers

• Account verification and settings

2.3 Technical Support

For any technical difficulties, we assist with:

• Website login and access issues

• Dashboard errors

• Payment gateway problems

• Security concerns (e.g., suspicious activity, account recovery)

3. Dispute Resolution

3.1 Buyer and Vendor Disputes

If a dispute arises between a buyer and a vendor, our support team will:

1. Review both parties’ claims (including messages, order details, and evidence).

1. Facilitate communication between both parties.

1. Determine a fair resolution based on platform policies.

1. Provide a final decision, which must be respected by both parties.

3.2 Payment Disputes & Chargebacks

• If a buyer disputes a charge, we will investigate the claim and provide necessary evidence to the payment provider.

• Vendors may be required to refund a customer if the claim is valid.

• Fraudulent chargebacks may result in account suspension.

4. Account Security & Fraud Prevention

4.1 Reporting Fraud or Suspicious Activity

If you notice unauthorized transactions, phishing attempts, or suspicious activity, please report it immediately via:

• Fraud Hotline: 

• Email: support@riteselect.com 

• Support Ticket System

4.2 Account Recovery & Verification

If your account is compromised:

• We may temporarily suspend the account for security reasons.

• Users must provide identity verification to regain access.

• Additional security measures (such as 2FA) may be required.

5. Order and Delivery Support

5.1 Tracking Orders

Customers can track their orders by:

• Logging into "My Orders" on Rite Select.

• Using the tracking number provided by the vendor.

• Contacting the vendor directly through the platform.

5.2 Delayed or Lost Orders

• If an order is delayed, customers must first contact the vendor.

• If the vendor does not respond within 48 hours, customers can escalate the issue to Rite Select Support.

• If an order is confirmed lost, customers may receive a refund or replacement.

5.3 Damaged or Incorrect Orders

If a product arrives damaged, defective, or incorrect, customers must:

• Report the issue within 48 hours of delivery.

• Provide photos or videos as proof.

• Wait for vendor approval for refund or exchange.

6. Returns & Refunds Support

6.1 Return Request Assistance

If a buyer is having trouble processing a return request, our support team can:

• Guide them through the return process.

• Contact the vendor on their behalf.

• Mediate disputes if the return request is denied unfairly.

6.2 Refund Processing Assistance

If a refund has not been processed within the stated timeframe:

• Customers should first check with their bank or payment provider.

• If the issue persists, they can escalate it to Rite Select Support for further investigation.

7. Vendor-Specific Support

7.1 Vendor Performance Monitoring

• Vendors with consistent high customer complaints may be warned, suspended, or removed.

• Vendors must maintain a response rate of at least 90% for customer inquiries.

7.2 Vendor Education & Training

• Rite Select offers guides, tutorials, and webinars for new vendors.

• Vendors can access the Help Center for tips on improving sales.

8. Policy Violations & Enforcement

8.1 Reporting Policy Violations

Users can report:

• Scams or fraudulent listings

• Fake reviews or feedback manipulation

• Violations of Rite Select’s policies

8.2 Consequences of Violations

Depending on the severity of the violation, Rite Select may:

• Issue warnings or temporary suspensions.

• Impose fines or penalties on vendors.

• Permanently ban users or vendors from the platform.

9. Escalation Process

If a user is unsatisfied with the resolution provided by customer support, they can escalate their case:

1. First Level Support: Contact standard support channels.

1. Escalation to a Supervisor: Request review by a senior support agent.

1. Formal Complaint: Submit a written complaint via email.

1. Final Resolution: If a resolution is still unsatisfactory, legal action may be considered.

10. Contact Us

For support inquiries, you can reach us at:

• Email: contact@riteselect.com 

• Live Chat: Available on Riteselect.com

• Help Center: 

By using Rite Select, you acknowledge and agree to this Support Policy.