TRENDYOL MERCHANT SUPPORT POLICY

OPERATIONAL SERVICE LEVELS & MERCHANT CODE OF CONDUCT

Trendyol’s Merchant Support Team ("Support Team") provides specialized technical guidance and operational arbitration to maintain an optimal global marketplace environment. By accessing the store interface, all verified Merchants agree to adhere strictly to the support frameworks and communication protocols established herein.

1. OFFICIAL COMMUNICATION CHANNELS & ROUTING

• 1.1 Authorized Gateways: Official support is administered exclusively through our encrypted Live Chat console, authorized integrated communication networks (including designated regional secure gateways such as Telegram/WhatsApp Business Matrix), and the Merchant Dashboard Help Center.

• 1.2 Escalation Protocols: Support tickets and account inquiries are systematically categorized by severity and routed to specialized departments (e.g., Compliance, Finance, Logistics). Response times vary based on global network ticket volumes and the complexity of the operational audit required.

  
  

2. MERCHANT COOPERATION & COMPLIANCE MANDATE

• 2.1 Mandatory Directive Adherence: Merchants are required to maintain active cooperation with the Support Team during system audits, transaction verifications, or operational bottlenecks. Failure to supply requested documentation or fulfill system-generated directives within specified timeframes constitutes a material breach of platform policy.

• 2.2 Independent Resolution Cap: While the Support Team assists with platform technical navigation and routing, the platform exercises zero responsibility for managing, sourcing, or subsidizing a merchant’s operational cash flow, working capital, or supplier fulfillment debts. Financial liquidity remains the sole obligation of the independent merchant node.

  
  

3. ACCOUNT RATING PROTECTION & DELAY ENFORCEMENT

• 3.1 Discretionary Status Extensions: In critical scenarios where a merchant experiences verified, temporary logistic or financial clearing constraints, the Risk Management Team—upon consultation with the Support Team—may grant a temporary, exceptional order status extension.

• 3.2 Operational Finality: Any discretionary extensions provided by support specialists are designed strictly as short-term relief windows. Failure to resolve store storefront imbalances or complete pending order fulfillments prior to the expiration of the extension will result in automated system penalties.

  
  

4. ANTI-HARASSMENT & ACCOUNT DEACTIVATION THRESHOLDS

• 4.1 Professional Conduct Standard: Trendyol enforces a zero-tolerance policy regarding hostile, defamatory, unverified, or abusive language directed toward our support specialists, compliance auditors, or corporate recruiters.

• 4.2 Remedial Disciplinary Action: Any attempt to manipulate support protocols, submit fraudulent order receipts, exploit system delays, or engage in defamatory behavior within or outside the platform network will result in immediate, unilateral account restrictions, forfeiture of promotional bonuses, or permanent storefront deactivation without prior recourse.

  
  

5. SYSTEMIC PRIVACY & SECURITY DEFENSES

• 5.1 Single-Use Security Detail: To secure financial clearings, support specialists may distribute single-use network parameters (such as secure cryptocurrency deposit addresses or digital clearing receipts). These parameters are encrypted, time-sensitive, and dynamically linked to specific merchant profiles. Sharing these encrypted details with unauthorized third parties is strictly prohibited.