Reliable Help Tailored to Your Needs
- Whenever you hit a roadblock — with listings, orders, payments, or scaling — we’re here. CharitosBO offers support built for both new and experienced sellers.
Support Channels
| Channel | What You Get | Hours / Response Time* |
|---|---|---|
| Live Chat | Instant assistance for urgent issues (listing, product visibility, order discrepancies) | 24/7 for Premium sellers; 8am-8pm Local Time for all others |
| Email Support | For detailed inquiries (verification, policy clarification, feedback on seller tools) | Replies within 24 hours on business days |
| Phone Support | Speak with agent for complex issues & account support | Available 9am-6pm Local Time |
| Knowledge Base & Video Tutorials | Step-by-step articles, videos, best practices for optimizing listings, managing orders, quality control | Always available |
* Response times vary by support tier (Free / Standard / Premium). Premium sellers receive priority.
Self-Help Resources
- Seller FAQs — Your go-to for common questions: fees, policies, uploads.
- Best Practices Guide — Tips to improve product visibility, channel conversion, reviews.
- Getting Started Tutorials — From onboarding to first sale.
- Community Forum (if applicable) — Share and learn from other sellers.
Priority & Account-Level Support
- Upgraded support for Standard & Premium sellers including priority case handling.
- Each Premium seller gets a dedicated account manager.
- Quarterly business review calls (for high-volume sellers) to align your strategy.
Problem Resolution Process
- Submit your request via the support channel best suited for the issue.
- We acknowledge receipt and assign a support case number.
- Investigation & action (e.g., system fix, policy clarification, refunds, etc.).
- Resolution delivered + feedback request.
- Escalations available if needed (to senior team / account manager).
Tips for Faster Support
- Provide complete details: screenshots, order ID, seller plan, product SKUs.
- Reference policy or guideline (if applicable).
- Follow up using “Case ID” so our team can trace your request.
