Support Policy
Support Policy
Revvo Marketplace is committed to making sure every buyer and seller has a smooth experience. This page explains how we support you and what to expect when you need help.
How to Reach Us
There are three ways to get support from Revvo Marketplace:
- WhatsApp — Send us a message on +266 59575151 for direct human support.
- AI Chatbot — Our AI assistant is available 24/7 directly on the platform and via WhatsApp. It can help you track orders, answer common questions, guide you through raising a dispute, and connect you to a human agent when needed.
- Support Ticket — For detailed or complex issues, submit a support ticket through your account dashboard. This creates a formal record of your issue and ensures nothing falls through the cracks.
Response Times
Our AI Chatbot responds instantly, 24 hours a day, 7 days a week. For support tickets and WhatsApp messages handled by our team, we aim to respond within 24 hours on business days. Urgent order issues such as a wrong part received or a seller going silent after an order are treated as priority and we aim to respond within a few hours.
What We Can Help With
We can help with order problems including wrong or faulty parts received, sellers who are not responding after an order is placed, payment issues or questions about when your payment will be released, account registration and verification problems, listing disputes between buyers and sellers, and general questions about how the platform works.
Order Disputes
If you have a problem with an order, always start by raising a dispute through your account order history. Click Report a Problem on the relevant order and upload photo evidence. This creates a formal record and triggers our dispute process. If the seller does not resolve the issue within 24 hours, Revvo Marketplace will step in and make a final decision. Do not contact us directly about a dispute before raising it through the platform first — the platform record is what we use to resolve it.
Seller Support
Sellers can contact us for help with account setup and verification, listing questions, payment release queries, and understanding platform policies. If you are a new seller and need help getting your first listings live, WhatsApp us directly and we will assist you personally.
What We Cannot Do
Revvo Marketplace cannot force a buyer to collect a part they have already paid for if the arrangement breaks down after payment — this is a matter between buyer and seller. We cannot reverse a payment that has already been released to a seller after the 3-day escrow period with no dispute raised. We cannot mediate disputes for transactions that took place outside the Revvo Marketplace platform.
Our Commitment
We are a small, Lesotho-based team and we take every issue seriously. Every complaint helps us improve the platform. If you feel your issue was not handled fairly, escalate it by replying to your support thread and asking for a senior review.
Contact
WhatsApp / Call: +266 59575151
Website: basothocollective.co.ls
Address: Sea Point Near Blues, Maseru, Lesotho
