Support Policy

Last Updated: 2nd Dec 2025

At Anokey Global Marketplace, we are dedicated to providing a seamless and secure experience for our community. Whether you are a buyer hunting for unique finds or a seller growing your business, our Support Team is here to help.

1. Our Commitment

We strive to ensure that every interaction on Anokey is positive. Our support philosophy is centered on fairness, speed, and transparency. We act as the bridge between Buyers and Sellers to resolve issues efficiently.

2. How to Contact Support

We offer multiple channels to assist you:

• Support Ticket System (Recommended):

  • Log in to your account.

  • Go to your Dashboard > Support Ticket.

  • Open a new ticket regarding your Order, Account, or Technical issue. This allows us to track your case effectively.

• Email Support:

  • General Inquiries: info@anokey.com

  • Order/Dispute Issues: support@anokey.com

• Helpline / WhatsApp:

  • [Insert Phone Number]

  • Note: Phone support is available primarily for urgent account security issues or payment failures.

3. Operating Hours

As a global platform serving the USA, UAE, India, and Pakistan, our support team operates on the following schedule:

• Standard Support Hours: Monday – Saturday, 9:00 AM to 6:00 PM (PKT / GMT+5).

• After-Hours: Tickets received outside these hours or on Sundays will be addressed on the next business day.

4. Response Time (SLA)

We value your time. Our goal is to respond to all inquiries within:

• General Inquiries: 24 Hours.

• Dispute/Refund Requests: 24 – 48 Hours.

• Technical Issues: 24 – 72 Hours (depending on complexity).

5. Scope of Support

What We Can Help With:

• Order Issues: Tracking delays, non-delivery, or damaged items.

• Account Management: Password resets, profile updates, and verification.

• Payments: Wallet top-ups, withdrawal issues, and transaction failures.

• Dispute Resolution: Mediating conflicts between Buyers and Sellers.

• Platform Navigation: How to use the Auction/Bidding features.

What Is Out of Scope:

• Product Usage: We do not provide technical support for how to use specific products sold by vendors (e.g., how to install a software key sold by a vendor). Please contact the Seller directly via the "Chat with Seller" button for product-specific queries.

6. Dispute Resolution (Buyer Protection)

Since Anokey is a multi-vendor marketplace, you are often buying directly from independent sellers. If a disagreement arises:

1. Step 1: Contact Seller. We encourage buyers to first message the seller directly to resolve the issue. Most sellers are happy to fix mistakes.

2. Step 2: Open a Dispute. If the seller does not respond within 48 hours or refuses to cooperate, you may open a formal Dispute Ticket with Anokey Support.

3. Step 3: Anokey Intervention. Our team will review the evidence (photos, chat history). Anokey’s decision is final and binding.

   • If the seller is found at fault: We will refund the buyer from the seller’s wallet/pending balance.

   • If the buyer is found at fault: The dispute will be closed.

7. Zero Tolerance Policy

Our support staff is here to help you. We have a zero-tolerance policy for:

• Abusive or threatening language towards our staff.

• Spamming support tickets.

• Attempting to deceive or defraud the support team.

Violating this policy will result in an immediate Permanent Ban from Anokey.com.