AUCZI Support Policy

Last updated: 12 August 2026

AUCZI is committed to providing buyers and sellers with clear and accessible support. This policy explains how to ask for help, what information may be needed and how marketplace issues can be handled.

1. Getting help

Before contacting Support, you may be able to find a quick answer in the AUCZI Help & FAQ.

If you still need assistance, you can:

• Use the Contact Support form.
• Email support@auczi.com.
• Use available order or account support options where shown.

2. What AUCZI Support can help with

AUCZI Support may assist with issues including:

• Account access and account information.
• Buying and selling questions.
• Orders and transaction issues.
• Delivery and tracking concerns.
• Returns, refunds and cancellations.
• Seller listings and catalogue issues.
• Payments and seller payout enquiries.
• Reporting suspicious activity or marketplace misuse.
• Questions about AUCZI policies and marketplace features.

3. Information that helps us assist you

When contacting Support, please provide enough information for us to understand the problem. Depending on the issue, this may include:

• Your AUCZI account email address.
• The relevant order, listing or transaction reference.
• A clear description of the problem.
• Relevant photographs, screenshots or delivery information where appropriate.
• Details of steps already taken to resolve the issue.

For your security, do not send passwords, complete payment-card details or other information that AUCZI has not asked you to provide.

4. Order problems

Where possible, buyers and sellers should use the relevant order information and marketplace tools when dealing with an order problem. This helps keep information connected to the correct transaction.

AUCZI Support may review available order, payment, listing, message and delivery information where reasonably necessary to understand the issue.

5. Seller support

Sellers may contact AUCZI Support for help with listings, orders, account settings, catalogue imports, seller tools, payments and other marketplace functions.

Support can help explain AUCZI processes, but sellers remain responsible for complying with applicable laws, product requirements and marketplace policies.

6. Auri assistance

Auri is AUCZI's marketplace assistant and may help answer common questions, prepare marketplace information and identify issues that may require attention.

Auri is intended to make support and marketplace tasks easier, but automated assistance may not be appropriate for every problem.

Where an issue requires account-specific investigation, a dispute decision, security review or other human assessment, it may be referred to AUCZI Support.

7. Response and investigation times

AUCZI aims to respond to support enquiries as promptly as reasonably possible.

Some issues can be resolved quickly, while others may require additional information, seller or buyer responses, payment-provider information, delivery evidence or a security review.

Where an enquiry takes longer to resolve, AUCZI may provide updates or request further information where appropriate.

8. Fair treatment

AUCZI aims to treat buyers and sellers fairly when reviewing marketplace issues.

Where a decision is required, we may consider relevant information available through AUCZI and information provided by the parties involved.

AUCZI Support will not intentionally favour a buyer or seller simply because of their role in the transaction.

9. Complaints

If you are unhappy with AUCZI's service or the way an issue has been handled, please contact Support and clearly explain:

• What happened.
• Why you are dissatisfied.
• Any relevant case, order or transaction information.
• What outcome you would like us to consider.

We will review complaints fairly and may ask for further information where necessary. Clear complaint routes and escalation are recognised good practice in complaint handling. :contentReference[oaicite:1]{index=1}

10. Escalation

If you believe an important issue has not been properly addressed, you may ask AUCZI Support whether a further internal review is available.

Any review will consider the circumstances of the case and the information reasonably available to AUCZI.

Where applicable, consumers may also have access to independent advice, statutory remedies or alternative dispute-resolution options outside AUCZI. ADR is a recognised way of resolving some consumer-trader disputes without going to court. :contentReference[oaicite:2]{index=2}

11. Fraud, security and safety reports

If you believe an account, listing, transaction or message may involve fraud, misuse or a security problem, please report it to AUCZI as soon as reasonably possible.

AUCZI may restrict access to relevant features or request additional verification while a serious security or fraud concern is investigated.

12. Abusive or inappropriate communication

Users should communicate respectfully with AUCZI staff and other marketplace users. Threatening, abusive, discriminatory, fraudulent or intentionally disruptive communication may result in appropriate action.

This does not prevent anyone from raising a genuine complaint, expressing dissatisfaction or challenging a marketplace decision appropriately.

13. Privacy when contacting Support

Information provided to AUCZI Support will be handled in accordance with the AUCZI Privacy Policy.

We may keep appropriate records of support interactions for purposes such as resolving issues, preventing fraud, improving service and meeting legal requirements.

14. Contact AUCZI Support

Email: support@auczi.com

Online: Contact Support

Help Centre: Help & FAQ

AUCZI — Buy with confidence. Sell with ease.