Terms & Service

A. Intent

The Customer Service Policy formalizes our commitment to providing the best and most professional possible service to our customers.

B. Scope

This policy and associated procedures apply to all interaction acts to the customer support service, including but not limited to phone calls, e-mails, direct conversations, and face-to-face meetings.

C. Definitions and Interpretations

• Customer – is defined as anyone who contacts our company due to any reason
• Customer Service Representative – is defined as any person who interacts with the Customer
• Manager – is defined as any person who supervises the Customer Service representative
• The Company – is defined as Supover

D. Standard

All Customer Service representatives are to comply with the following standards when interacting with the Customer:

• Learn about this policy as an inseparable part of the guidebook for Customer Service training and comply with it.
• Be courteous and professional when interacting with the Customer.
• Attempt to settle the issues promptly and effectively.
• Present clear and concise information and receive information cautiously.
• The Manager is liable for ensuring all representatives comply with this policy.
• Customer Service representatives are responsible for the investigation of any complaints against them.

E. Policy

Our company prioritizes the effective service of customers to our customers. We are to provide the best possible service to gain customer satisfaction by offering consistent and high-quality service.

1. Response Time

Although there would be times of unforeseen circumstances, we shall promise to solve all the complaints and issues from the customers in a timely and efficient way. For such an accomplishment, we have established the policies as follows:

• All incoming phone calls shall be responded to within 5 (five) minutes.
• All e-mails shall be answered within 4 (four) hours.
• All direct conversations shall receive responses within 15 (fifteen) minutes.
• All direct requests shall be replied to within 30 (thirty) seconds.
• Representatives shall respond courteously and professionally.
• Issues resolved in the fastest possible way.
• If unresolved, responsibility escalates to the manager.

2. Supover Platform

Supover Platform is the software platform that provides our two main features and services of ours, which are Order management and Fulfillment.

• Maintenance and upgrades notified 24 hours in advance.
• All imported data (images, stores, orders, products) kept confidential and secure.
• APIs with marketplaces (Amazon, Etsy, eBay) authenticated; Supover listed on their App Stores.
• Marketplace API error logs faithfully reflected in system for sellers to resolve.

3. Software License

• No refund for license fee if stopped before expiration.
• Refund deposit & remaining balance if service stopped.
• Former users benefit from old price; returning users pay current price.

4. Order Management

4.1 Policy for order fulfillment

• Suppliers’ changes (pricing, fulfillment policies) promptly updated and solutions provided.
• No disclosure of order IDs between Supover and suppliers.
• APIs (CustomCat, Gearment, etc.) ensure data integrity in fulfillment.
• Production monitored; suppliers contacted for facilitation if needed.
• Problems updated to users; Supover not liable for supplier delays.
• Supover monitors tracking sync, but not transport or external tracking issues.

4.2 Policies for order cancellation

Supover proceeds with cancellations only with supplier approval. Contact support with Order ID. Subject to supplier cancellation policies.

4.3 Refund and replacement policies from suppliers

Conditions to be eligible:

• Orders fulfilled within 60 days
• Orders delayed or not delivered
• Products damaged, wrong, or low quality
• Missing or wrongly delivered items
• Product details do not match original orders (variant, size, color, design)

4.4 Support procedures for refund and replacement

1. Provide order ID, images, proofs (buyer conversation, product photos).
2. Supover contacts supplier for information and support.
3. Provide additional info as requested by supplier via Supover CSR.

Note: All requests handled per supplier’s policies.

4.5 Refund policy for orders fulfilled on Supover

• Refunds processed upon confirmation and when amount received from suppliers.
• No refunds for deleted/removed orders or stores before refund process.

F. Feedback

We welcome feedback from our customers. We would like to know what we are doing right, and what might be improved in our service. We believe all feedback helps improve our service and representatives. Your feedback helps us fulfill our goal.