Vendor Support Responsibilities

Do vendors have to provide support for their products?

Yes. Vendors must provide at least 6 months of support starting from the date of purchase. This ensures buyers feel confident in using your product. Support typically includes:

• Installation help
• Usage instructions and feature guidance
• Bug fixes or corrections listed in the product description
• Minor customization tips (only if explicitly stated on the product page)

What is included in “support,” and what is not?

Support includes:

• Helping buyers install and set up the product
• Explaining product features and usage
• Fixing bugs or issues stated in the listing

Support does not include:

• Major customizations
• Features not advertised
• Large-scale modifications (unless you’ve clearly offered it as an extra service on your product page)

How should vendors deliver support?

Support must be provided through the WebbyTemplate ticket system. This ensures tracking and accountability for both vendors and buyers. All communication stays in one place.

How fast should vendors respond to support tickets?

You should aim to respond within 24–48 hours. Timely responses build buyer trust and improve your chances of receiving positive reviews.

What happens if a vendor doesn’t respond to buyers?

Failing to provide support can lead to:

• Negative reviews from buyers
• Loss of credibility and fewer sales
• Suspension of product listings or your entire account
• Refunds issued to buyers by WebbyTemplate
• Permanent removal of your products in severe cases

What if a vendor is temporarily unavailable?

Life happens, and short breaks are fine if managed properly.

For short-term absences (a few days to a week):

• Post a notice on your product page
• Set up an auto-responder in the ticket system
• Inform the WebbyTemplate team in advance

For longer absences:

• Temporarily disable your product listings until you return

Can WebbyTemplate step in to help with support issues?

Yes. WebbyTemplate may intervene if:

• A vendor is unresponsive
• A critical issue remains unresolved
• A buyer receives misleading or broken files
• A buyer escalates the issue

Actions may include:

• Mediating between buyer and vendor
• Issuing refunds if necessary
• Suspending or removing products
• Taking enforcement actions against the vendor account

How can buyers contact a vendor for support?

Buyers must use the ticket-based support system:

1.   Log in to their account
2.   Go to My Profile → Support → Raise a Ticket
3.   Select the product and submit details

Direct email or messaging is not allowed.

Can buyers leave reviews based on the support experience?

Yes. Reviews cover both product quality and support quality.

• Good support = positive reviews, stronger reputation, and more sales
• Poor support = negative reviews, loss of trust, and fewer sales

10. Does support include ongoing product updates?

No. Updates are managed by vendors at their discretion. Buyers should check the product description or documentation for update policies.

What should a buyer do if support has not replied?

• Check the product’s support notes for expected response times
• Wait a reasonable period (24–48 hours)
• If there’s still no reply, escalate via the WebbyTemplate Help centre so our team can mediate

What are best practices for vendors to reduce support load?

• Provide clear documentation (setup guide, FAQs, licensing info)
• Keep files well-organized
• Maintain a changelog for updates
• Anticipate common questions and address them in your product page or documentation

Can support be refused if a buyer’s support period has expired?

Yes. After the 6-month support window, vendors are not required to provide help unless extended support was explicitly offered. Buyers can still access documentation and product notes after support ends.

What risks do vendors face for repeated support failures?

Consistently failing to provide proper support can lead to:

• Refunds and disputes
• Product removal
• Penalties or commission holds
• Suspension of your vendor account

Is minor customization required as part of support?

Only if it’s clearly mentioned on your product page. Otherwise, customization is not included.

Why must all support go through tickets?

Tickets ensure:

• Proper tracking of all communication
• Accountability for both parties
• A clear record in case of disputes
• Faster and fairer mediation by WebbyTemplate

Where can vendors find broader rules affecting support?

You should review:

• Vendor Support Responsibilities (this guide)
• Vendor Terms & Policy

These documents outline support expectations and enforcement measures.

Can vendors lose earnings if support is not delivered?

Yes. If a buyer’s issue leads to a refund, the related earnings may be withheld or reversed. Repeated support failures may trigger stronger actions.

What information should buyers include in a support ticket?

To speed up resolution, buyers should provide:

• Order details and product name/version
• A clear issue description
• Steps to reproduce the issue
• Screenshots or logs if available

What tone and behavior are expected in support interactions?

Always keep communication:

• Timely – respond within a reasonable period
• Respectful – stay professional and patient
• Helpful – provide step-by-step guidance when needed

Your tone and attitude directly affect reviews and long-term reputation.

✅ Remember: Support quality is just as important as product quality. Consistent, timely, and professional support builds trust, earns better reviews, and leads to long-term success on WebbyTemplate.