Customer Service & Communication
Professional, timely communication builds trust and can prevent small order issues from becoming larger disputes.
1
Responding to Buyers
Answer questions clearly and respectfully.
- ✓Respond within a reasonable time, especially when an order is active.
- ✓Give accurate information about products, shipping, returns, and order status.
- ✓Avoid aggressive, discriminatory, threatening, or misleading language.
2
Order Problem Resolution
Focus on practical solutions when a customer reports a problem.
- ✓Check the order details before replying.
- ✓Explain available options clearly, such as replacement, return, refund, or carrier investigation.
- ✓Document important communication through the marketplace when possible.
3
Privacy & Safety
Use customer information only as needed to fulfill and support the order.
- ✓Do not use buyer information for unrelated marketing without permission.
- ✓Do not share personal information unnecessarily.
- ✓Do not request sensitive information that is not required to resolve the order.
Need help with this policy?
Contact Dralys support or review the rest of the Seller Guide.