Providing excellent customer service is a core expectation for all vendors on the Sitex Marketplace. The way you communicate and resolve issues directly reflects on the platform and on your own store reputation. This article sets out the service standards all vendors are expected to meet.
Vendors are expected to respond to customer messages and enquiries within 1 business day. Messages can be received via the Messages section of your vendor dashboard. Slow or absent responses lead to negative reviews and may result in escalation to the Sitex marketplace team.
Customers may contact your store with product questions before placing an order — for example asking about specifications, lead times, compatibility, or bulk pricing. Respond helpfully and accurately. If you are unable to fulfil a customer's requirement, let them know clearly rather than taking an order you cannot satisfy.
After an order is placed, vendors are responsible for:
Keeping the customer informed of dispatch progress
Providing tracking information promptly once available
Responding to any delivery issues or damage reports within 1 business day
Processing returns and refund requests fairly and within a reasonable timeframe
All communication with customers must be professional, respectful, and solution-focused. Do not argue with customers in messages, and do not use your communication channel to direct buyers to purchase outside of the marketplace. If a conversation becomes difficult, escalate to the Sitex marketplace team rather than allowing it to deteriorate.
If a customer dispute cannot be resolved directly, contact the Sitex marketplace team via Messages in your dashboard or by emailing support[at]sitexdirect.com. Our team will review the case and mediate where necessary. Decisions made by the Sitex marketplace team in dispute cases are final.
Customer satisfaction ratings and review scores are monitored across all vendors. Vendors who consistently receive poor ratings or generate a high volume of unresolved complaints will be contacted by our team and may face account review if service standards do not improve.