Support Policy

Introduction

At Book’s E-Land, we are committed to providing reliable, friendly, and timely support to all our customers, sellers, and partners. This Support Policy outlines how you can reach us, what types of issues we assist with, and the expected response time.

1. Support Channels

You may contact our support team through the following channels:

• Email Support: support@bookseland.com
• Phone Support: +91 9639195666
•  Live Chat: Available on our website (during business hours)
• Help Center: FAQs and guides available 24/7

2. Support Hours

Our support team is available during the following working hours:

• Monday – Saturday: 10:00 AM to 7:00 PM
• Sunday / Public Holidays: Email support only

3. Types of Support We Provide

We assist with all issues related to:

Order Support

• Tracking order status
• Delivery delays
• Payment confirmation
• Order modification (before dispatch)

Product Support

• Item queries
• Missing items
• Wrong items received
• Damaged/defective items

Account Support

• Login/Signup issues
• Password reset
• Address update
• Account verification

Seller Support

• Product listing guidance
• Order fulfillment help
• Payments & settlements
• Policy clarifications

4. Response Time

We try our best to respond quickly:

• Email Responses: Within 24–48 hours
• Chat Responses: Under 5 minutes (during working hours)
• Phone Support: Immediate assistance during working hours

5. Issue Resolution Time

Resolution time depends on the type of issue:

• General queries: 1–2 days
• Order issues: 2–5 days
• Refund related: 5–7 business days
• Seller support issues: 2–4 days

6. Escalation Matrix

If your issue is not resolved in the expected time:

1. Level 1: Customer Support Team
   Email: support@bookseland.com
2. Level 2: Support Supervisor
   Email: escalation@bookseland.com
3. Level 3: Management Team
   Email: management@bookseland.com

7. What We Cannot Support

There are some areas outside our support scope:

• Issues caused by third-party services (e.g., courier disputes beyond our control)
• Personal device issues (browser, mobile settings, internet problems)
• Unauthorized transactions
• Product use or educational guidance (we sell materials, not tutoring)

8. Customer Responsibilities

To ensure fast resolution, customers should:

• Provide accurate order details
• Share photos/videos for damaged/wrong items
• Use registered email/phone for support
• Respond promptly to support queries

9. Policy Updates

We may update this policy from time to time to improve our service. Latest updates will always be available on our website.

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