To ensure efficient, prompt, and professional customer service, each Seller is obliged to respond to all messages received from Buyers as quickly as possible, and no later than within 24 business hours. Responses must be accurate, complete, and courteous, and communication should be conducted in the language appropriate to the market in which the sale is taking place, ensuring that the Buyer fully understands the information provided.

All correspondence between the Seller and the Buyer must take place exclusively through the Helpdesk system provided by the platform. It is strictly prohibited to initiate or continue contact outside of the platform, including through private email, social media, or any other communication channels. The use of automated responses that could replace an individual approach to each inquiry is also not permitted, as communication should be tailored to the specific situation and the customer’s needs. The seller is required to regularly check the Discussions tab in their panel, as this is where new messages from customers will appear.

In the event of a planned absence lasting more than 5 business days, the Seller is required to notify the platform administrator at least two weeks in advance. This is to allow for measures to be taken to ensure continuity of customer service and to prevent situations where inquiries or complaints remain unanswered for extended periods. Such advance notice enables the platform to respond proactively and maintain a high level of Buyer satisfaction.

In a standard situation, the Seller is responsible for customer service via the Helpdesk tool and is obliged to provide timely responses to all Buyer inquiries. However, Swapiphone may take over contact with the Customer in cases where the Seller fails to meet this obligation or violates the terms and conditions. This may occur, for example, when the Seller does not respond to the Buyer’s messages within the required timeframe, when there is a dispute concerning the quality of the product or the compliance of the listing with its description, or when the Seller does not respect the Buyer’s rights related to returns and complaints.

Swapiphone may also take over customer contact in cases of serious violations, such as the sale of devices locked with a passcode, IMEI, Apple ID, or Google account, as well as in cases involving counterfeit or unsafe products. Once Swapiphone assumes responsibility for customer service, it may independently process a complaint or return and charge the costs to the Seller.