Effective Date: April 2025
Welcome to OVMPS Vendor Support Center!
We are here to assist all vendors with onboarding, listing management, technical issues, compliance support, and performance improvement. Our goal is to make your selling experience smooth, transparent, and profitable.
🟩 1. Purpose of Vendor Support
The OVMPS Vendor Support system exists to:
- Provide quick and reliable help to all registered vendors.
- Resolve operational, technical, and payment-related issues efficiently.
- Ensure compliance with marketplace rules and national trade regulations.
- Strengthen vendor relationships through communication and accountability.
🟦 2. How to Contact Vendor Support
You can reach us through any of the following official channels:
📧 Email: support@ovmps.com
💬 WhatsApp: +234 810 453 3998
🌐 Help Desk Portal: www.ovmps.com/contact-us (for ticket submission)
⏰ Working Hours: Monday – Friday, 9:00 AM – 5:00 PM (WAT)
⚠️ Note: For your safety, OVMPS representatives will never ask you to make payments directly to them. All transactions must be made only through the platform.
🟨 3. Types of Support We Offer
🛒 Account & Onboarding Support
- Assistance with registration, verification, or login issues.
- Guidance on upgrading, renewing, or cancelling vendor plans.
- Help with vendor profile setup and store branding.
📦 Product Listings Support
- Guidance on creating compliant, attractive listings.
- Help fixing image uploads, descriptions, or pricing errors.
- Review and correction of listings violating marketplace policies.
💰 Payment & Payout Assistance
- Tracking vendor payouts and commissions.
- Investigating delayed payments or transaction disputes.
- Clarifying commission structures and business plan benefits.
🚚 Order, Delivery & Returns
- Help resolving delivery issues or order fulfillment delays.
- Guidance on return/refund processing.
- Escalation for customer complaints involving vendors.
⚙️ Technical Support
- Troubleshooting dashboard or system errors.
- Reporting bugs, site lags, or checkout issues.
- Guidance for integrating logistics or external tools.
🧭 Vendor Performance & Compliance
- Support for policy interpretation and compliance audits.
- Reports on vendor performance (ratings, order success, return rate).
- Recommendations to improve store credibility and visibility.
🟧 4. Escalation Procedure
If your issue is unresolved after initial contact:
- Submit a Ticket via the Vendor Support Portal.
- Follow up using your ticket number within 48 hours.
- If unresolved, the issue will be escalated to the Vendor Management Department.
- For legal or high-impact matters, contact: support@ovmps.com
🟥 5. Response Time Standards
| Issue Type | Initial Response | Resolution Time |
|---|---|---|
| Account & Login | Within 24 hours | 1–2 business days |
| Payment & Payout | Within 24 hours | 3–7 business days |
| Listing & Product Issues | Within 48 hours | 3–5 business days |
| Policy or Dispute Matters | Within 48 hours | 7–14 business days |
Resolution time may vary depending on the complexity of the issue.
🟫 6. Vendor Obligations When Requesting Support
To ensure quick resolution, vendors must:
- Provide complete and accurate information when submitting a ticket.
- Remain respectful and professional in all communications.
- Avoid contacting OVMPS affiliate marketers or staff outside official channels.
- Not share sensitive credentials or passwords with anyone.
🟪 7. Continuous Improvement
OVMPS regularly evaluates support requests and vendor feedback to improve efficiency. We may introduce new tools such as:
- Vendor Live Chat.
- Self-service Knowledge Base (FAQs).
- Vendor Webinar Sessions and Tutorials.
🩶 8. Quick Links
🖋 9. Final Note
At OVMPS, we value every vendor as a partner.
Our support team is dedicated to ensuring your success and helping your business grow within a fair and secure marketplace environment.
If you ever feel unsatisfied with the level of support received, please escalate the issue immediately — we take vendor feedback seriously.