Customer Support Policy

Weiland is committed to delivering timely, professional, and transparent customer support to every member and partner seller. This policy outlines the support channels available today, our response SLAs, and the escalation path — so that when an issue arises, you can reach the right resource in the shortest path.

1. Support Channels

• Telegram Live Chat: the "Customer Service" link in the top-right of the homepage is the official Telegram channel, staffed 7×24 for inbound messages.
• In-Platform Notifications: once logged in, the "All Notifications" page surfaces every system message directed to your account.
• Email: general enquiries and account corrections should be sent to serve@weiland.com.bz; formal disputes and legal matters should also be directed there with the subject line "Formal Complaint".

2. Service-Level Agreements

General questions receive a first response within two hours. Matters involving accounting or order disputes receive an initial determination within one business day. Cases that require deeper transaction review or seller coordination may extend to five business days, during which the assigned agent will proactively update you on progress.

3. Escalation

If you disagree with an initial determination, you may request escalation to a senior agent within 7 days of the reply. If you remain unsatisfied after escalation, you may further request review by the internal Consumer Protection Committee, composed of three members independent of both counterparties, whose decision is binding on the platform.