Shipping and Service Delivery Policy
eComCockpit, operated by Solutionoir SMC-Private Limited, is software used online through a web browser at hq.ecomcockpit.app. We do not ship any physical goods, so there are no shipping charges, couriers or delivery addresses involved in buying from us. This policy explains how and when each plan and service is delivered to you.
1. Plans and monthly add-ons
- Delivery method: online access to your eComCockpit account. Nothing needs to be installed.
- When: immediately after your payment is confirmed by our payment partner, PayFast. In rare cases, for example when a bank confirms a payment late, activation can take up to 24 hours.
- Confirmation: PayFast sends you a payment receipt, and we confirm that your plan is active by email or WhatsApp.
- If your plan is not active within 24 hours of a successful payment, contact us and we will activate it or refund the payment in full.
2. One-time services
| Service | How it is delivered | Timeline |
|---|---|---|
| Onboarding and setup | Done by our team inside your account, then a live online training session with your team. | Starts within 2 business days, completed within 5 business days |
| Store cloning and migration | The new Shopify store is filled from your existing store; you get a report of everything copied. | 1 to 3 business days per store |
| Managed order confirmation | Our team confirms orders inside your account by call and WhatsApp during business hours. | Starts within 3 business days of the order |
| Custom integration | Built and switched on in your account after a scoping call. | Agreed in writing in the quote |
Timelines start once payment is received and we have the access we need from you (for example, permission to connect your Shopify store or courier account). We keep you updated by email or WhatsApp.
3. Where we deliver
The service is available online to businesses in Pakistan and elsewhere. You need a modern web browser and an internet connection. Courier integrations cover Pakistani couriers (TCS, Trax and PostEx).
4. Support hours
- Monday to Saturday, 10:00 am to 7:00 pm (PKT), excluding public holidays in Pakistan.
- Phone and WhatsApp: +92 339 9922255. Email: wajeeh@solutionoir.com.
- We reply within one business day; urgent problems that stop orders from being processed are handled the same day during business hours.
5. Availability
The software runs around the clock. We may carry out short planned maintenance, usually at night Pakistan time, and announce longer work in advance. If the service is unavailable through our fault, see section 3 of our Refund & Cancellation Policy.
6. Orders placed by your shoppers
Parcels sent by stores that use eComCockpit are shipped by those stores and their couriers, not by us. Shoppers can follow a parcel on our tracking page and should contact the store for questions about an order.