Customer & Seller Support Policy

Effective Date: [Insert Date]
Last Updated: [Insert Date]

At MUM Online Shop, we are committed to providing friendly, fast, and reliable support for all our customers and sellers. This Support Policy outlines how we deliver help, how to reach us, and what response times you can expect.

For Customers

1. Support Hours

Available: 9:00 AM – 9:00 PM (Saturday–Thursday)
Fridays & Public Holidays: Limited or no support

2. Support Channels

• Live Chat: Instant help from the website (bottom-right chat icon)

• Email: support@mum.com.bd

• Phone: +8802224424260

• Facebook Inbox: facebook.com/mumonlineshop

3. Response Time

4. Customer Support Covers:

• Order tracking & updates

• Return & refund requests

• Product inquiries

• Payment & delivery issues

• Account login or password help

For Sellers

1. Seller Support Channels

•  Email: seller-support@mum.com.bd

• ☎️ Phone/WhatsApp: +8801511341640

• Seller Dashboard Help Center: In-app ticket system

2. Support Includes:

• Product uploads and listing help

• Payment & payout issues

• Shipping, order, and inventory guidance

• Policy clarification

• Training and onboarding

3. Seller Response Time:

• Email or tickets: Within 1 working day

• Urgent issues (payment/shipping block): Handled same day

Escalation Policy

If you're not satisfied with the initial support:

•  Escalate to: care@mum.com.bd

• Subject line: URGENT - Escalation Required

• You will receive a supervisor response within 24–48 hours

Record Keeping

All communications (emails, tickets, chats) may be monitored for training, quality assurance, and dispute resolution.

Our Promise

MUM’s support team is here to:

• Treat every customer and seller with respect

• Solve issues fairly and promptly

• Provide clear, honest answers — always

❗ Abuse of Support

We reserve the right to limit or block support access for:

• Repeated abusive language

• Fraudulent behavior

• Spam or misuse of help channels

Need Help Now?

• Customers: support@mum.com.bd

• Sellers: seller-support@mum.com.bd

• Escalations: care@mum.com.bd

• Live Chat: www.mum.com.bd

At MUM, we’re more than just a shop — we’re a support system for families and sellers alike. ?