English
Bangla
Support Policy Page
SUPPORT CHANNELS
How to Contact Elozaa.com
QUICK NAVIGATION
Support Areas
CUSTOMER & SELLER ASSISTANCE
1. Support Channels
Customer Support
Customers may contact Elozaa.com through available official support channels
for order, payment, delivery, return, refund and account-related assistance.
Seller Support
- Seller Registration
- Seller Verification
- Product Upload
- Product Approval
- Order Management
- Delivery Status
- Commission
- Seller Payout
- Returns & Refunds
- Seller Account Issues
2. Live Chat
If Elozaa.com provides Live Chat or Messenger support, customers and sellers may use it for quick assistance.
General Questions
Order Status
Product Information
Payment Issues
Delivery Updates
Seller Assistance
Complex legal, payment dispute or document-related matters may require email or another official channel.
ORDER SUPPORT
3. Order-Related Assistance
Information to Keep Ready
- Order Number
- Customer Name
- Registered Mobile Number
- Product Name
- Relevant Screenshot or Evidence
Support May Assist With
- Order Confirmation
- Order Status
- Seller Processing
- Delivery Delay
- Wrong or Missing Product
- Order Cancellation
PAYMENT SUPPORT
4. Payment Assistance
Please Provide
- Order Number
- Transaction ID
- Payment Amount
- Payment Date
- Payment Method
- Payment Screenshot or Receipt
Common Payment Issues
- Failed Payment
- Pending Payment
- Duplicate Payment
- Payment Deducted but Order Not Confirmed
- Prepaid Order Issues
- Refund Status
Payment resolution time may depend on the payment gateway, bank, card issuer or mobile financial service provider.
DELIVERY SUPPORT
5. Delivery Assistance
Delivery Delay
Seller Delivery Status
Courier Issues
Wrong Delivery Status
Failed Delivery
Damaged Package
Missing Item
As Elozaa.com is a multi-vendor marketplace, product delivery is generally handled by the Seller
or the relevant delivery service, unless otherwise specified.
RETURN & REFUND SUPPORT
6. Return & Refund Assistance
Customers may be asked to provide:
- Order Number
- Product Images
- Packaging Images
- Damage / Defect Evidence
- Delivery Information
- Reason for Return
Return and refund requests are reviewed according to the applicable Eloza.com Return and Refund policies.
SELLER SUPPORT
7. Seller Assistance
Account & Verification
Approval, documents, shop setup
Products & Stock
Listing and stock management
Orders & Delivery
Processing and delivery updates
Commission & Payout
COD commission and prepaid settlement
Returns & Refunds
Seller-related return support
Account Restrictions
Restriction or suspension issues
ACCOUNT & LOGIN SUPPORT
8. Account Access Assistance
Password Reset
Email Verification
Mobile Verification
Account Recovery
Suspicious Login
Unauthorized Access
Account Information Update
Identity verification may be required before certain account changes are made.
9. Response Time
We aim to respond to support requests as quickly as reasonably possible.
Response time may vary depending on:
Issue Complexity
Verification Requirements
Seller Response
Payment Gateway
Courier Response
Public Holidays
High Support Volume
Technical Issues
Urgent security or payment issues may be prioritized where possible.
10. Required Information
Please provide accurate and complete information so support can review your request efficiently.
Do Not Submit
- False Information
- Edited Evidence
- Fake Payment Proof
- Fraudulent Claims
- Misleading Documents
SUPPORT CONDUCT
11. User Conduct
Customers and Sellers must communicate respectfully with support staff.
No Abuse
No Threats
No Harassment
No Offensive Language
No Spam
No False Claims
No Fraudulent Evidence
SECURITY NOTICE
12. Protect Your Account Information
Never share the following with support staff, sellers, delivery personnel or any other person:
Password
OTP
Card PIN
Mobile Banking PIN
Security Code
Elozaa.com may request account verification information but should not require confidential PINs or passwords.
COMPLAINTS & ESCALATION
13. Escalating an Unresolved Issue
If an issue is not resolved through standard support, it may be escalated for further review.
- Previous Support Reference
- Order Number
- Full Issue Description
- Supporting Evidence
- Requested Resolution
Complex cases may require additional review time.
14. Legal or Intellectual Property Support
For legal notices, intellectual property complaints or formal compliance matters:
legal@elozaa.com
Please include sufficient supporting information and evidence.
SUPPORT LIMITATIONS
15. What Support May Not Be Able to Do
- Override applicable laws
- Approve invalid refund requests
- Change a Seller's legal obligations
- Guarantee third-party delivery timelines
- Guarantee bank or payment-provider processing times
- Resolve issues without sufficient information
Support decisions are subject to applicable Eloza.com policies and legal requirements.
16. Policy Updates
Elozaa.com may update this Support Policy from time to time to reflect changes in services,
support channels, operational procedures or legal requirements.
CONTACT ELOZAA SUPPORT
Need Assistance?
Contact Elozaa.com for customer, seller, payment, delivery, return, account or legal support.
Customer Support: support@elozaa.com | Legal Support: legal@elozaa.com
How to Contact Elozaa.com
Support Areas
1. Support Channels
Customer Support
Customers may contact Elozaa.com through available official support channels for order, payment, delivery, return, refund and account-related assistance.
Seller Support
- Seller Registration
- Seller Verification
- Product Upload
- Product Approval
- Order Management
- Delivery Status
- Commission
- Seller Payout
- Returns & Refunds
- Seller Account Issues
2. Live Chat
If Elozaa.com provides Live Chat or Messenger support, customers and sellers may use it for quick assistance.
Complex legal, payment dispute or document-related matters may require email or another official channel.
3. Order-Related Assistance
Information to Keep Ready
- Order Number
- Customer Name
- Registered Mobile Number
- Product Name
- Relevant Screenshot or Evidence
Support May Assist With
- Order Confirmation
- Order Status
- Seller Processing
- Delivery Delay
- Wrong or Missing Product
- Order Cancellation
4. Payment Assistance
Please Provide
- Order Number
- Transaction ID
- Payment Amount
- Payment Date
- Payment Method
- Payment Screenshot or Receipt
Common Payment Issues
- Failed Payment
- Pending Payment
- Duplicate Payment
- Payment Deducted but Order Not Confirmed
- Prepaid Order Issues
- Refund Status
5. Delivery Assistance
As Elozaa.com is a multi-vendor marketplace, product delivery is generally handled by the Seller or the relevant delivery service, unless otherwise specified.
6. Return & Refund Assistance
Customers may be asked to provide:
- Order Number
- Product Images
- Packaging Images
- Damage / Defect Evidence
- Delivery Information
- Reason for Return
Return and refund requests are reviewed according to the applicable Eloza.com Return and Refund policies.
7. Seller Assistance
8. Account Access Assistance
Identity verification may be required before certain account changes are made.
9. Response Time
We aim to respond to support requests as quickly as reasonably possible. Response time may vary depending on:
Urgent security or payment issues may be prioritized where possible.
10. Required Information
Please provide accurate and complete information so support can review your request efficiently.
Do Not Submit
- False Information
- Edited Evidence
- Fake Payment Proof
- Fraudulent Claims
- Misleading Documents
11. User Conduct
Customers and Sellers must communicate respectfully with support staff.
12. Protect Your Account Information
Never share the following with support staff, sellers, delivery personnel or any other person:
Elozaa.com may request account verification information but should not require confidential PINs or passwords.
13. Escalating an Unresolved Issue
If an issue is not resolved through standard support, it may be escalated for further review.
- Previous Support Reference
- Order Number
- Full Issue Description
- Supporting Evidence
- Requested Resolution
Complex cases may require additional review time.
14. Legal or Intellectual Property Support
For legal notices, intellectual property complaints or formal compliance matters:
legal@elozaa.comPlease include sufficient supporting information and evidence.
15. What Support May Not Be Able to Do
- Override applicable laws
- Approve invalid refund requests
- Change a Seller's legal obligations
- Guarantee third-party delivery timelines
- Guarantee bank or payment-provider processing times
- Resolve issues without sufficient information
Support decisions are subject to applicable Eloza.com policies and legal requirements.
16. Policy Updates
Elozaa.com may update this Support Policy from time to time to reflect changes in services, support channels, operational procedures or legal requirements.
Need Assistance?
Contact Elozaa.com for customer, seller, payment, delivery, return, account or legal support.
Elozaa.com is a modern online marketplace in Bangladesh, offering electronics, fashion, beauty, home and lifestyle products, baby items, accessories, digital products and more from trusted sellers. We aim to provide a simple, secure and convenient shopping experience with reliable delivery and responsive customer support.
