One of the main objectives of the Platform since its inception has been to create a simple, transparent, and well-organized method of communication between Sellers and Buyers. Our goal is to ensure that every participant in the sales process has access to clear, documented, and secure communication channels, which in turn supports smooth order fulfillment, prompt responses to inquiries, and a high level of customer satisfaction.

To achieve this, we have developed a dedicated communication portal, fully integrated with the Seller’s account and accessible upon logging into the system. This solution enables Sellers to continuously monitor all messages, inquiries, and requests, as well as to track the entire history of conversations with Buyers in one organized location. This makes it easy to retrieve previous agreements, correspondence records, or confirmations of important information, which is particularly crucial in the event of disputes or complaints.

All communication between Sellers and Buyers must be conducted exclusively via the communication tools provided within the Platform, specifically through the Helpdesk module. The use of external channels such as private email, social media messengers, phone calls, or SMS messages is strictly prohibited if the purpose is to conduct commercial discussions, negotiations, or to arrange transaction terms outside of the Platform’s system.

It is also forbidden to reach any agreements with Buyers outside the Platform, particularly regarding payments, deliveries, or modifications to transaction terms. Such actions constitute a violation of the principles of security and transaction transparency and may result in sanctions, including suspension or permanent removal of the Seller’s account. Sellers are prohibited from contacting the Buyer for marketing purposes through any communication channels (including by sending messages to the Customer’s email address, sending SMS messages, or via the Helpdesk).

All activities related to the execution of the Sales Agreement and post-sales support including shipping, returns, contract withdrawals, complaint handling, warranty processing, and addressing any Buyer claims must be carried out and documented entirely through the Platform and its dedicated Helpdesk tool. This ensures that all arrangements are archived, and the communication history can be retrieved and verified by the Platform Administrator if necessary.

The Seller is required to respond to all questions, requests, and messages from Buyers within no more than 24 hours from the moment they are received. This timeframe applies to business days from Monday to Friday and is counted only on those days, meaning that weekends (Saturday and Sunday) and public holidays are excluded.

All responses must be provided in a reliable, complete, and clear manner, maintaining appropriate communication etiquette and adhering to the quality standards applicable on the Platform. It is prohibited to provide vague answers, mislead the Buyer, or ignore parts of the questions or issues raised.

The Seller should maintain consistent communication with Buyers, proactively informing them about the current or latest status of an order or request. It is recommended to provide detailed updates on significant stages of the process, such as confirming receipt of a returned product, starting a repair or replacement, completing a repair and preparing the item for shipment, and dispatching the product to the Buyer with a tracking number and estimated delivery date.

All forms of contact and information sharing must take place exclusively through the Helpdesk tool provided within the Platform. This ensures that all correspondence is fully archived and allows the communication history to be reviewed by the Platform Administrator if necessary. Regular, timely, and reliable responses to Buyer inquiries are one of the key factors affecting the Seller’s rating and the visibility of their listings in search results. Failure to comply with this obligation may result in sanctions, including restrictions on selling privileges or the temporary suspension of the Seller’s account.