Last updated: May 2026
Customer Service
This page explains the support scope, contact channels, and handling timelines available to Shearerline suppliers, distributors, and referral partners.
Who Can Contact Support
- Support is available to verified suppliers, business distributors, referral partners, and authorized internal operating accounts.
- Requests may be submitted through the support center, online chat, dedicated email contacts, and local U.S. or Brazil service lines where available.
- Online support is available in Chinese, English, and Portuguese. During business hours, initial replies are normally provided within 15 minutes.
Support Scope
- Account support: onboarding review, role permissions, invitation-code binding, and business profile updates.
- Product support: listing rejection explanations, category mapping, compliance alerts, and bulk listing exceptions.
- Order support: order exceptions, inventory lock issues, shipment delays, logistics follow-up, and after-sales guidance.
- Finance support: commission details, settlement checks, deposit release, withdrawal reconciliation, and referral payout questions.
Handling Timeline
- General business inquiries are normally answered within 1 business day.
- Order, logistics, and after-sales disputes are normally reviewed within 3 to 5 business days.
- Compliance penalties, account restrictions, and material transaction disputes are normally reviewed within 7 business days.