When you have a question about an order, need assistance verifying your trade license, or want to report a broken item, you deserve fast, transparent help from real people.
At The Near Buy, we don’t believe in endless automated bot loops or confusing telephone menus. Our customer care and merchant support teams are based right here in Dhaka. We understand the streets of our city, we know the rhythm of local markets, and we are committed to resolving your inquiries quickly and fairly.
Here is your complete guide to reaching the right team, tracking your requests, and getting immediate answers.
The In-App Support Hub: Your Fastest Path to Help
The quickest and most efficient way to get help is through the built-in Support Hub in your app or web account:
- Navigate to Support: Open the menu, select Account, and tap Help & Support.
- Select Your Topic: Pick the specific order or topic you need assistance with (such as an active delivery, a return request, or a billing inquiry).
- Describe the Situation: Type a brief explanation and attach clear photos if your request relates to a damaged product or delivery slip.
- Instant Tracking Number: Once submitted, you instantly receive a ticket reference number (e.g.,
#TNB-84920). You can track live updates, view replies from our team, and add additional notes at any time under My Tickets.
Dedicated Department Directory
If you prefer to send an email directly, choose the department that specializes in your topic for the fastest possible turnaround:
Customer Care (Shopper Support)
- What We Handle: Order status, address updates, payment questions, shopping guidance, and account settings.
- Email:
support@thenearbuy.com
- Operating Hours: 7 days a week, 9:00 AM – 10:00 PM
- Typical Response Time: Within 2 to 4 hours
Merchant Operations & Store Onboarding
- What We Handle: Seller registration, Trade License verification, NID checks, store photo approvals, catalog setup, and Seller Wallet assistance.
- Email:
merchants@thenearbuy.com
- Operating Hours: Sunday to Thursday, 9:00 AM – 6:00 PM
- Typical Response Time: Within 24 to 48 business hours
Live Dispatch & Active Delivery Help
- What We Handle: Urgent real-time delivery issues, courier coordination, delay notifications, and 8-digit OTP / QR code verification.
- In-App Channel: Open your active order and tap Chat with Delivery Support
- Email:
support@thenearbuy.com
- Operating Hours: 7 days a week, 9:00 AM – 10:00 PM
- Typical Response Time: Within 15 to 30 minutes
Dispute Resolution & Returns
- What We Handle: Damaged goods, size/color mismatches, uncooperative sellers, and escalated refund requests.
- Email:
legal@thenearbuy.com
- Operating Hours: Sunday to Thursday, 9:00 AM – 6:00 PM
- Typical Resolution Time: 48 to 72 hours for an objective, binding decision
Account Security & Trust
- What We Handle: Suspicious account activity, unauthorized logins, and fraud prevention.
- Email:
legal@thenearbuy.com
- Operating Hours: Monitored 24 hours a day, 7 days a week
- Typical Response Time: Within 2 to 4 hours
Privacy & Legal Affairs
- What We Handle: Personal data requests, account deletion, statutory compliance, and formal corporate inquiries.
- Email:
privacy@thenearbuy.com | legal@thenearbuy.com
- Mailing Address: The Near Buy Marketspace Limited, 271, Nayatola, Ambagan, Moghbazar, Dhaka-1217, Bangladesh.
Visiting Our Headquarters in Dhaka
For shopkeepers who prefer face-to-face assistance or wish to complete document verification in person, our central office welcomes walk-ins:
- Official Address:
The Near Buy Marketspace Limited
271, Nayatola, Ambagan,
Moghbazar, Dhaka-1217, Bangladesh.
- Neighborhood Landmark: Located near Moghbazar Wireless Junction, readily accessible from Nayatola Main Road.
- Office Visiting Hours: Sunday through Thursday, 10:00 AM to 4:00 PM.
- The Merchant Onboarding Lounge: Local shop owners are welcome to visit our lounge for complimentary, hands-on assistance. Our specialists will scan your Trade License, take professional photos of your storefront, and set up your initial product listings on your smartphone. (While walk-ins are always welcome, emailing
merchants@thenearbuy.com prior to your visit ensures zero wait time).
Transparent Response & Resolution Timelines
We measure our service by real resolutions, not just automatic replies. Here is our operational standard:
| Inquiry Type |
First Response Window |
Expected Resolution Time |
| Active Delivery Issue |
15 – 30 Minutes |
Within 2 Hours |
| Damaged / Incorrect Item Report |
4 – 8 Hours |
48 – 72 Hours |
| New Seller Verification (KYC) |
24 – 48 Hours |
2 Business Days |
| Seller Wallet Payout Inquiry |
Within 4 Hours |
Within 24 Hours |
| Account Security Alert |
Within 2 Hours |
Same Day |
| Data Deletion / Account Closure |
Within 24 Hours |
3 Business Days |
If you encounter an immediate safety hazard, consumer abuse, or emergency situation, utilize these official nationwide public hotlines:
- National Emergency Service (Police, Ambulance, Fire Service):
- Dial 999 (Toll-free from any mobile or landline in Bangladesh, available 24/7).
- If you encounter any physical threat, violence, or dangerous behavior during a delivery or in a shop, dial 999 immediately.
- National Directorate of Consumer Rights Protection (DNCRP):
- Dial 16121
- The official government agency for lodging complaints regarding deceptive commercial practices, price gouging above MRP, or counterfeit products.
- Emotional Support & Crisis Hotline (Kaan Pete Roi):
- Call +880 1779-554391 or +880 1779-554392 (Open daily, 3:00 PM to 3:00 AM).
- Dhaka Metropolitan Police Cyber Crime Investigation Division:
- Email:
cyberhelp@dmp.gov.bd
- For reporting digital harassment, unauthorized surveillance, or digital threats.
Frequently Asked Questions (FAQ)
Q1: Can I request a phone call with a support agent?
Yes. When opening an inquiry inside the app, select Request a Callback during business hours. A support specialist will call your registered phone number directly.
Always include your Order Number (e.g., ORD-2026-XXXX), the Shop Name, and clear photos showing the package shipping label and any product defect.
Q3: What happens if a seller does not reply to my return request?
Sellers have 48 hours to respond. If a shopkeeper fails to respond within this window, our dispute team takes over automatically, inspects your uploaded photos, and issues your refund.
Q4: How do I track the progress of an open ticket?
Log in to your account, navigate to Account > Help & Support > My Tickets, and select your ticket. You will see every update, timestamp, and message from our support staff.
Q5: Can local merchants walk in without an appointment to get verified?
Yes! Our Merchant Support Lounge in Moghbazar is open for walk-ins Sunday through Thursday from 10:00 AM to 4:00 PM. Bring your National ID, Municipal Trade License, and shop signboard photo.
