Support Policy – Infinity Online

Infinity Online is committed to providing fair and efficient support for both customers and sellers using our multivendor marketplace. This Support Policy explains how support requests are handled, response times, and the responsibilities of each party.

Scope of Support

Infinity Online provides support for issues related to platform functionality, account access, payment processing, order disputes, and technical errors. We do not provide support for product-specific questions such as usage instructions, compatibility, or warranty claims. Those matters must be directed to the seller who listed the product.

Customer Support Channels

Customers can reach Infinity Online support by emailing support@infinityonline.com or by using the contact form available in their account dashboard under the Help section. Sellers can contact seller support at sellers@infinityonline.com. All support requests must include the registered email address and, for order-related issues, the order number. Support requests submitted without this information may experience delays.

Response Times

Infinity Online aims to respond to all support requests within 24 hours on business days. Requests submitted on weekends or public holidays will be addressed on the next business day. Urgent issues related to failed payments or account access are prioritized and may receive faster responses.

What to Expect When You Contact Support

When you submit a support request, our team will first confirm receipt by sending an automated acknowledgment email. A support agent will then review your issue. You may be asked to provide additional information such as screenshots, order details, or proof of delivery. Once all necessary information is received, the agent will work to resolve the issue or provide clear guidance within two business days.

Resolving Disputes Between Customers and Sellers

If a customer and seller cannot resolve an issue directly, either party may ask Infinity Online to step in. This includes cases where a seller does not respond to a return request, a refund is not issued on time, or a customer claims an item was not received. When a dispute is raised, Infinity Online will review all evidence including order details, tracking information, photos, and message history. A final decision will be made within five business days. Both parties agree to accept this decision as final.

Seller Support Obligations

Sellers are expected to provide direct support to their customers for product-related questions. This includes answering pre-purchase inquiries, providing usage help, and handling warranty claims. Sellers must respond to customer messages sent through the Infinity Online messaging system within 24 hours. Failure to respond may result in lowered search ranking or temporary store suspension. Sellers who consistently ignore customer messages may be removed from the platform.

Escalation Process

If a customer or seller is not satisfied with the initial support response, they may request escalation to a senior support manager. Escalation requests must be submitted by replying to the existing support ticket and clearly stating the reason for escalation. A senior manager will review the case and provide a final response within three business days.

Technical Support for Sellers

Sellers experiencing technical issues with their dashboard, product uploads, inventory management, or order processing can contact seller support for assistance. Infinity Online will make reasonable efforts to fix platform-related bugs within seven days. Issues caused by seller error, such as incorrect price entry or mismatched inventory files, may be subject to a support fee after the first two free incidents per calendar year.

Abuse of Support

Infinity Online does not tolerate abusive language, threats, harassment, or excessive repetitive requests directed at our support team. Any customer or seller who engages in such behavior will receive one warning. A second incident will result in suspension of support access for thirty days. A third incident may lead to permanent account closure.

Policy Updates

Infinity Online may update this Support Policy from time to time. All users will be notified of significant changes via email or dashboard announcement at least seven days in advance.

Contact Information

For general support inquiries, email support@infinityonline.com. For seller-specific support, email sellers@infinityonline.com. For urgent payment or account issues, please include the word URGENT in your subject line along with your order number or account email.