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Support

How can we help?

Email support

Reach the team at support@nexvend.io. We respond within 1–7 business days, Sunday–Thursday (Kuwait time). Official Kuwaiti public holidays and weekends (Friday–Saturday) are not counted toward this window, so replies may take a little longer during holiday periods. For MVP, Nexvend does not offer live chat or WhatsApp support — every request is tracked as a ticket so nothing is lost.

Open a ticket

Use our structured support form to open a ticket. You'll receive a confirmation email with a unique ticket number (e.g. NEX-000123) you can reference in any follow-up.
Submit a support ticketAccount, orders, listings, refunds, reports.Browse the FAQCommon questions for buyers and vendors.Trust & SafetyReporting, fraud prevention, moderation.Returns & refundsWhen refunds may be approved.

What to include

For the fastest resolution include: your order or listing ID, the email on the account, screenshots if available, and a clear description of the issue. For reports of counterfeit or prohibited items, include the listing URL.

Response times

Standard tickets: within 1–7 business days. Suspected fraud, counterfeit reports, payment disputes, and account access issues are prioritised. Official Kuwaiti public holidays and weekends (Friday–Saturday) are not counted toward this window.

Vendor payouts — how it works

  • Threshold. Payouts are released once your available balance reaches 10 KWD. Smaller balances roll over.
  • Processing. Eligible payouts are processed manually within 4–7 working days. Processing times may vary due to weekends, holidays, banking schedules, or operational reviews.
  • Statuses. Pending — awaiting delivery, buyer review, dispute close, or threshold. Eligible — queued for the next finance batch. Processing — bank transfer initiated. Paid — completed.
  • Bank validation. The account holder name, bank, and IBAN you registered must match exactly. Mismatches cause the transfer to be returned by the bank and the payout to revert to pending.
  • Support process. If a payout is overdue, open a ticket with category "Vendor payout" and include the payout reference (e.g. PAY-2046) and order IDs.

Operated by شركة نكسفند للوكيل بالعمولة والإتجار بالعمولة. Contact support@nexvend.io for questions about this policy.