Effective Date: 16/03/2025
At LotsToShop.com, we are dedicated to providing the highest level of service to our buyers and sellers. This Customer Service Policy outlines the standards and practices that we adhere to in order to ensure a positive experience for everyone using our platform.
- CUSTOMER SERVICE COMMITMENT
Our mission is to ensure that every interaction with LotsToShop is met with professionalism, transparency, and efficiency. We are committed to:
Providing timely, clear, and accurate communication with both buyers and sellers.
Ensuring that all issues or concerns are handled with the highest priority and urgency.
Maintaining a platform that is easy to navigate and supports both buyers and sellers effectively.
- CUSTOMER SUPPORT HOURS
Our Customer Support team is available to assist you from Monday to Friday, between 9:00 AM to 5:00 PM (excluding public holidays).
You can reach us via:
Email: info@lotstoshop.com
Phone: +27 10 448 4834
- RESPONSE TIMES
We strive to respond to all inquiries within 24 hours during business days.
Urgent issues or disputes will be prioritized and resolved as quickly as possible.
- ISSUE RESOLUTION
4.1 Buyer Inquiries
We are committed to resolving any issues that buyers may face, such as:
Damaged or defective items
Incorrect items received
Delayed shipments
Order tracking issues
Return and refund requests
4.2 Seller Inquiries
Sellers will receive support on:
Product listing management
Shipping and fulfillment issues
Payment and commission queries
Return and dispute handling
Account suspension/termination support
- COMPLAINTS HANDLING
We take complaints seriously and aim to resolve them promptly and fairly.
If a complaint arises, we will:
- Acknowledge receipt of the complaint within 24 hours.
- Investigate the issue and contact both parties involved.
- Propose a fair and transparent resolution based on the findings.
- DISPUTE RESOLUTION
In the event of a dispute between a buyer and seller:
LotsToShop will act as an intermediary and help facilitate communication and resolution.
Disputes related to product quality, fulfillment issues, and refunds will be resolved by considering:
The product description
Communication between buyer and seller
Return and refund policies
Photos and evidence provided by both parties
- CUSTOMER SERVICE EXPECTATIONS
We ask that both buyers and sellers act respectfully and in good faith when communicating with our Customer Support team.
We expect all parties to follow the platform’s guidelines and treat each other with courtesy.
- FEEDBACK & IMPROVEMENT
We welcome feedback on how we can improve our service. If you have any suggestions or comments on your customer service experience, please:
Email us at info@lotstoshop.com
Fill out our feedback form available on our website.
- CONTACT INFORMATION
For any customer service inquiries or issues, please reach out to us:
📧 Email: info@lotstoshop.com
📞 Phone: +27 10 448 4834
📍 Address: 64 Kingsway Ave, Brakpan, Johannesburg, South-Africa