Support Tickets & Customer Resolution Protocol

While direct order disputes handle immediate trading conflicts between buyers and sellers, broader inquiries—such as account recovery, payment verification issues, seller payout status inquiries, identity verification submissions, and technical bug reports—are managed through the BDX Support Center. This guide outlines ticket categories, response expectations, and resolution workflows.

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1. Support Ticketing Flow & Department Routing

When a user submits a ticket, it is automatically categorized and assigned a priority level so the appropriate support team can respond promptly:

[User Submits Ticket at Support Center]
                        │
                        ▼
       [Automated Category & Priority System]
                        │
       ┌────────────────┼────────────────┐
       ▼                ▼                ▼
[Finance / Payout] [Account Security] [General Inquiry]
 (SLA: < 4 Hours)   (SLA: < 2 Hours)   (SLA: < 12 Hours)
       │                │                │
       └────────────────┼────────────────┘
                        ▼
           [BDX Support Desk Team]
                        │
                        ▼
       [Resolution & Customer Confirmation]

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2. Support Categories & Response Timelines

BDX classifies support tickets into core operational categories to ensure clear service level targets:

Category Code	Scope & Description	Initial Response Target	Resolution Target Target	Handling Department
SEC_ACCOUNT	Account compromise, 2FA reset, lost email	2 Hours	12 Hours	Security Team
FIN_PAYOUT	Seller payout delays, bKash/Nagad cashout issues	4 Hours	24 Hours	Finance Operations
FIN_PAYMENT	Deposit verification, payment gateway errors	4 Hours	12 Hours	Finance Operations
VERIFY_KYC	Seller identity verification submissions	12 Hours	48 Hours	Compliance Team
BUG_TECH	Platform rendering bugs, checkout error codes	12 Hours	72 Hours	Technical Support

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3. How Tickets Are Managed

Each ticket is assigned a unique tracking number (e.g. TCK-2026-XXXXX).

Standard Resolution Workflow

1. Submission: Submit details along with necessary file attachments (such as screenshots, payment SMS proofs, or identity documentation).
2. Priority Triaging: Tickets involving urgent security or financial inquiries (e.g. account access issue or payout inquiry) are flagged for immediate priority review.
3. Investigation: BDX support staff inspect transaction logs, order history, and account activity.
4. Resolution Response: Support agents provide an official response and set the ticket status to awaiting user reply or resolved.
5. Auto-Closure: If a resolved ticket receives no further user response within 72 hours, the ticket automatically transitions to closed.

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4. Ticket Notifications & Escalations

• Real-Time Alerts: Users receive notifications on their dashboard when a support representative responds to a ticket.
• Priority Escalation: Urgent security and financial inquiries that remain unassigned are automatically escalated to senior compliance leads to guarantee swift resolution.