Tickets Policy for SocraHub Forum
1. Purpose
The ticketing system at SocraHub helps users report issues, request assistance, or make inquiries regarding any part of the forum. This system ensures prompt responses and streamlined resolution for all users.
2. Scope of Tickets
Tickets can be used for the following cases:
- Marketplace Issues
- Product delivery problems
- Invalid codes or defective items
- Dispute or refund requests
- Account & Membership Issues
- Login, registration, or access issues
- Problems with VIP memberships or SocraCoins
- Subscription or renewal inquiries
- Forum Management & Moderation
- Reporting rule violations or offensive content
- Requesting username changes or account recovery
- Reporting banned or blocked accounts
- Technical Issues
- Bugs or errors on the forum
- Problems with posting, messaging, or accessing sub-forums
- Payment issues related to services, subscriptions, or donations
- General Inquiries
- Questions about forum rules, policies, or features
- Suggestions for improvements or feedback
3. Ticket Submission Guidelines
- Required Information:
- Username, ticket category, and relevant details about the issue
- Order number or product name (if applicable)
- Attach supporting evidence (e.g., screenshots or documents)
- One Issue per Ticket: Submit one ticket per issue to ensure proper tracking.
4. Ticket Response Time
- Standard Response Time:
- 24-48 hours for initial response.
- Tickets will be addressed during business hours: Monday to Friday, 09:00 to 17:00 (GMT).
- High-Priority Tickets:
- Marketplace disputes, payment issues, and access problems will be prioritized.
5. Ticket Resolution Process
- Acknowledgment: A confirmation message with a ticket number will be sent after submission.
- Follow-up: A staff member or moderator may request additional information if needed.
- Resolution: The ticket will be resolved, and the user will receive final instructions or confirmation.
- Escalation: If unresolved, users can escalate the issue to higher-level moderators or admins.
6. Ticket Closure
- A ticket will be marked as closed if there is no response from the user within 7 days.
- Closed tickets can be reopened within 30 days if the issue persists or new information is provided.
7. Disputes & Refunds
- Marketplace Disputes: Disputes must be reported within 7 days of purchase with valid proof.
- Refunds: Refunds are available only for defective products, invalid codes, or failed services. Certain digital goods (e.g., gift cards, leaked data) may not qualify for refunds.
- Moderation Decisions: Users may appeal moderation actions (e.g., bans) through tickets within 7 days of the action.
8. User Conduct & Behavior
- Clear Communication: Users must provide concise and accurate information.
- Respectful Interaction: Abusive or inappropriate behavior will not be tolerated and may result in account suspension or ban.
- False Reports: Submitting false or misleading tickets may lead to penalties.
9. Limitations of Support
- Third-Party Issues: We do not provide support for services, products, or accounts outside the forum.
- Scope of Assistance: The ticket system covers only issues related to the SocraHub forum, its marketplace, and internal features.
- Custom Requests: Custom services or modifications (unless offered as part of VIP) may not be entertained through tickets.
10. Policy Changes
SocraHub reserves the right to modify this Ticket Policy at any time. Significant changes will be communicated to users via announcements or email.
11. Contact Information
For urgent inquiries or unresolved issues, contact the Forum Support Team via:
- Email: [email protected]
- Support Hours: Monday to Friday, 09:00 to 17:00 (GMT)
Tickets Policy for SocraHub Marketplace
1. Purpose
The ticketing system is provided to streamline communication between users and the support team. It helps address issues related to purchases, technical support, account management, and disputes.
2. Scope of Tickets
Tickets can be opened for the following purposes:
- Order & Delivery Issues: Problems with product delivery or download links.
- Account & Subscription Issues: Issues with login, activation, or subscription access.
- Technical Support: Assistance with product functionality or integration.
- Disputes & Refund Requests: Reporting invalid codes, faulty services, or product disputes.
- General Inquiries: Questions about policies, payments, or other topics.
3. Ticket Submission Guidelines
- Required Information:
- Order number or product name
- A detailed description of the issue
- Attach screenshots (if applicable)
- One Issue per Ticket: Please open one ticket per issue to ensure faster resolution.
4. Ticket Response Time
- General Response Time:
- 24-48 hours for initial response.
- Business hours: Monday to Friday (09:00 to 17:00 GMT).
- Priority Support:
- Issues involving payments, product delivery, or system errors will be prioritized.
5. Ticket Resolution Process
- Acknowledgment: Once a ticket is submitted, a confirmation email or message will be sent with the ticket number.
- Investigation: The support team will investigate the issue and may contact you for additional details.
- Resolution: A solution or further instructions will be provided.
- Escalation: If the issue remains unresolved, the ticket can be escalated to a supervisor or specialized team.
6. Dispute & Refund Policy
- Refund Requests: Must be submitted within 7 days of purchase with valid proof (e.g., invalid keys).
- Dispute Resolution: Disputes between buyers and sellers will be reviewed by moderators.
- Non-Refundable Products: Certain products (e.g., gift cards, accounts) may not qualify for refunds unless proven defective.
7. Ticket Closure
- Tickets will be marked as resolved if no response is received from the user within 7 days of the last communication.
- Closed tickets can be reopened within 30 days if the issue persists.
8. User Responsibilities
- Clear Communication: Provide accurate and detailed information to help us resolve your issue faster.
- Respectful Behavior: Abusive language or inappropriate behavior will not be tolerated and may result in ticket closure or account suspension.
9. Support Limitations
- Third-Party Products: Support is not provided for issues outside of our marketplace, such as external services or expired subscriptions.
- Scope of Assistance: Technical support is limited to products purchased from our marketplace. Customization requests may be declined unless offered as a service.
10. Policy Updates
SocraHub reserves the right to update or modify this ticket policy at any time. Users will be notified of significant changes via announcements or email.
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