Product Policy
Complaint Category
Service users may lodge complaint regarding:
- Auction process
- Quality of the listed products
- Behavior of the sellers or buyers
- Payment or refund issues
- Policy violations
- Platform usage or support service
Procedure for lodging a complaint
Fresh openings will be displayed here
How to Apply
Users can lodge complaints through support@hammerbidmart.com or +923075875524
Required Information:
Acknowledgment
Acknowledged of the complaint will be communicated within 24 hours via email or WhatsApp.
Assessment & Investigation
A dedicated team will assess the complaint.
Investigations may include:
- Reviewing communication or transaction logs
- Contacting involved parties
- Verifying listing details or item conditions
Estimated resolution time: 3–5 business days
Resolution & Response
Users will receive a formal response detailing:
- Findings of the investigation
- Decision or proposed resolution
- Any compensation, refund, or corrective action if applicable
Note: If more time is needed, users will be updated accordingly.
Escalation Process
If unsatisfied with the outcome, users may escalate by:
- Replying to the complaint response team via email or WhatsApp
- Requesting a second review through a Senior Support Specialist
Final escalation outcomes will be shared within 3 additional business days.
- Parties involved in the complaint may settle the issue prior to complaint decision.
- Aggrieved party may ask for withholding funds within 10 days of decision.
Record Keeping
All complaints and resolutions will be securely logged and used to:
- Improve platform policies and services
- Train support staff
- Identify repeat issues or misuse
- Separate Complaint Registers (Website Complaint Register & App Complaint Register will be maintained for website or Application
Note: If more time is needed, users will be updated accordingly.
Confidentiality & Non-retaliation
All complaints are treated with confidentiality. No user will face retaliation or penalty for raising a genuine concern.