Support Policy

Last updated: October 7, 2026

Swappa customer service is here to help buyers and sellers with any questions about using the Platform.

1. How to Contact Us

• Online customer service on the Swappa website and in the Swappa app.
• Order-related questions: open the order under "My Orders" so that you can tell us the order number.
• Sellers can also contact customer service from the seller panel.

2. What We Can Help With

• Account registration, login and password issues.
• Orders, payments, top-ups and shipping status.
• Refund and return requests.
• Seller applications, shop management, order pick-up, settlement and withdrawals.
• Reporting suspicious activity, fraud or policy violations.

3. Response Time

We aim to reply to every message as quickly as possible. Response times may be longer during holidays or peak periods. To help us resolve your issue quickly, please include your account, order number, a clear description of the problem and, where relevant, screenshots.

4. Security Reminder

• Swappa staff will never ask for your login password, transaction password or verification codes.
• Swappa staff will never ask you to transfer money to a personal account. Use only the payment details shown inside the Platform.
• If someone contacts you claiming to be Swappa and asks for money or passwords, do not respond and report it to customer service.

5. Respectful Communication

We treat every user with respect and ask the same in return. We may stop handling conversations that contain abuse, threats or harassment.