Is it mandatory to solve buyer queries in the support panel? Can I contact them directly and resolve their problems?
If a ticket is raised through the support panel, it is mandatory to acknowledge it within 2 hours and resolve it within 24 hours. If you’re resolving the buyer queries directly by contacting the buyer, you can add it as a comment and mark it as resolved in Vikra Seller.
While you can resolve queries offline, it is advisable to add proper comments and mark tickets as resolved in Vikra Seller within the stipulated time. Stores resolving issues on time using the support panel will be prioritised by buyer applications.