Support Policy

This Support Policy explains how TopSellingDomain Marketplace provides customer and seller support, our hours of availability, contact channels, response targets, and what to expect when you open a ticket or contact us.

Scope and purpose

• Purpose: Ensure prompt, professional support for domain buyers (customers) and domain sellers (vendors) using TopSellingDomain Marketplace.
• Who this covers: Registered customers and registered domain sellers using dev.topsellingdomain.com / topsellingdomain.com.
• Primary principle: We support the marketplace platform and seller shop operations directly; buyers must contact the domain seller for vendor-specific issues (listing details, negotiations, transfer questions) through the seller’s shop pages or the internal ticket workflow.

Hours, time zone, and channels

• Office hours: 9:00 AM – 5:00 PM, Monday through Friday (Mountain Time, Calgary MDT).
• Live channels during office hours: Phone and live web chat via the website for logged‑in users.
• After hours: Registered users may contact us by:
  • Email to support@topsellingdomain.com (or the site’s registered support address)
  • The AI chat available on the website (logged in) for guidance and automated help
  • Submitting a High Priority Support Ticket from the user dashboard (logged in)
• WhatsApp contact: International format for WhatsApp is +1 (403) 837‑8478. Use this format when saving or sharing the number.

Who to contact for which issue

• Platform issues (contact TopSellingDomain):
  • Login problems, dashboard access, payment processing problems involving the marketplace, broken UI or checkout errors, account verification failures, and platform notifications.
  • Technical problems affecting the marketplace’s operation (search, listings not appearing, admin errors).
• Seller technical support (TopSellingDomain provides this):
  • Seller dashboard issues, package assignment problems, classified package setup, product upload limits, and site-side listing visibility problems.
• Buyer-to-seller matters (contact the seller first):
  • Questions about a specific domain listing, domain ownership evidence, price negotiations, domain transfer instructions, or terms of sale.
  • Buyers should open a message or offer through the seller’s shop page or use the listing’s contact workflow. TopSellingDomain will step in if the issue escalates, involves site functionality, or violates marketplace rules.

Response targets and priority levels

• Priority definitions
  • High Priority: Complete site outages affecting buying or selling, checkout/payment failures, severe security incidents, critical profile access errors (e.g., users cannot access dashboard).
  • Normal Priority: Non-blocking functional issues (single feature not working for a user), guidance requests, how‑to questions, or configuration help.
  • Low Priority: Cosmetic UI issues, feature requests, documentation questions.
• Target response times (during office hours)
  • High Priority: initial response within 1 business hour.
  • Normal Priority: initial response within 4 business hours.
  • Low Priority: initial response within 24 business hours.
• After-hours handling
  • High Priority tickets submitted from the dashboard are reviewed outside office hours and receive an initial acknowledgement by the next business day; emergency issues that meet the criteria may receive an out‑of‑hours escalation where feasible.

How to contact and submit a ticket (step-by-step)

1. Sign in to your dashboard (buyers and sellers must be logged in to use ticketing).
2. Go to Support → Create Ticket (or High Priority Support).
3. Choose Priority (High / Normal / Low) and Category (Account, Billing, Listing, Transfer, Technical).
4. Provide these required details in the ticket:
   • Your account email and username
   • Affected listing URL or SKU (if applicable)
   • Clear description of the problem with timestamps and steps to reproduce it
   • Screenshots, error messages, and browser console output if available
   • Order ID / Offer ID if the problem concerns a transaction
5. Click Submit. You will receive an email confirmation and ticket reference number.
6. For High Priority issues, follow up immediately by phone or live chat if within office hours, and include the ticket reference.

Seller support specifics

• Technical support provided to sellers: setup of Classified Packages, product upload limits, account verification, listing visibility, shop setup and configuration, offer negotiation workflow, and seller payout settings.
• Seller responsibilities: keep shop contact information and payout details up to date; respond to buyer offers in a timely manner; comply with marketplace terms for transfers and domain proof.
• Marketplace intervention: TopSellingDomain will assist in disputes that require system logs or platform intervention, and will enforce marketplace policies where necessary.

Information you must include with any support request

• Account email and user id.
• Affected listing URL or SKU.
• Transaction/order/offer ID if relevant.
• Exact time and time zone when the issue occurred.
• Steps to reproduce the problem (copyable and precise).
• Browser and device used, and any error messages or screenshots.

Out‑of‑scope and limitations

• TopSellingDomain does not act as a substitute for domain registrars or DNS providers; transfer and registrar-specific operations are performed by the seller and the buyer’s designated registrar.
• We do not provide legal advice, domain ownership verification beyond the tools offered on the platform, or act as escrow unless an approved escrow workflow is enabled and described in the listing.
• Third‑party integration support (registrar APIs, third‑party plugins) may be limited to configuration guidance; detailed third‑party debugging may require the third party’s support.

Privacy, security, and data handling

• Support communications may include personal and transactional details necessary to resolve an issue. We handle that data according to our privacy policy and internal security practices.
• Do not send passwords or full payment card numbers in support tickets or chat; share only the last four digits of card numbers if needed for identification.

Escalation and disputes

• If you are unsatisfied with an initial response, request escalation in the ticket and it will be routed to a senior support engineer or manager.
• For buyer‑seller disputes involving transactions, follow the dispute workflow in the Help Center; we will step in when marketplace rules or evidence indicate admin intervention is required.

Change log and policy updates

• This policy may be updated periodically. The current policy version and last updated date are shown at the bottom of the Support page. Registered users will be notified of material changes.

Quick reference (one-line items)

• Office hours: 9:00–17:00 MDT, Mon–Fri.
• Live contact during hours: Phone and Web Chat (logged in users only).
• After hours: Email, AI Chat, or High Priority Support Ticket (dashboard only).
• WhatsApp: +1 (403) 837‑8478.
• Buyers contact sellers for listing-specific issues; sellers contact TopSellingDomain for platform and technical support.