About this Policy

Skutus is committed to providing fast, fair, and practical support to buyers and sellers on our platform.

This Support Policy explains how we handle complaints, disputes, investigations, and recovery attempts.

Important: We cannot recover all losses. Skutus will act when there is sufficient verifiable evidence.

Without enough evidence, we may be unable to take action.

1. What We Support

Our support team assists with:

• Order and delivery issues
• Payment and withdrawal problems
• Refund and return requests
• Account verification and access problems
• Seller-buyer disputes and behavioral complaints

2. How to Contact Support

If you need help, contact us by:

• Email: support@skutus.com
• Support page: https://skutus.com/support-policy
• In-app chat: Available to verified users

We aim to acknowledge and respond to tickets within 24–48 hours.

3. Evidence & Documentation

To investigate and act on a case, Skutus requires clear, verifiable evidence. Examples include:

• Transaction IDs and payment receipts
• Delivery tracking information
• Photographs or videos of defective or incorrect items
• Screenshots of conversations (if relevant)

If adequate evidence is not provided, Skutus may not be able to recover funds or take disciplinary action.

We encourage users to keep records and communicate through the platform.

4. Investigation Process

1. Submit a support ticket with relevant evidence.
2. Our support team reviews submissions and may request additional information.
3. We contact the other party (buyer or seller) for their response.
4. Skutus evaluates platform data and evidence, then issues a decision.

Investigation times vary by complexity. We will keep you updated during the process.

5. Recovery & Limitations

Skutus will attempt recovery when supported by evidence. However:

• Not all funds or losses can be fully recovered.
• Transactions conducted outside Skutus (off-platform) reduce our ability to act.
• Third-party payment processors or banks may limit or prevent reversals.

We always strive to achieve fair outcomes, but recovery is not guaranteed.

6. Temporary Holds & Account Actions

During investigations, Skutus may temporarily restrict account actions or place holds on funds to protect users.

Final actions (refunds, account suspensions, or bans) are taken only after review and when justified by evidence.

7. Confidentiality & Privacy

All support communications and evidence are treated as confidential.

We only share necessary details with authorized parties for the purpose of investigation and resolution.

See our Privacy Policy for more on data handling.

8. Related Policies

• Seller Policy
• Privacy Policy
• Return & Refund Policy
• Customer Policy
• Terms & Conditions

9. Our Promise

We may not be able to recover every case, but Skutus pledges to do our best to investigate thoroughly, protect users, and resolve disputes fairly.

Your trust is our priority.