Support & Complaints
CATALOID • CV CIPTA BISNIS DIGITAL • Updated 2026-05-22
Clear steps for support requests, complaints, billing disputes, and access issues — including target SLA, escalation path, and required evidence.
Catalo.id subscription billing
Catalo.id bills sellers for software access and plan features. This stays separate from each seller's customer transactions.
Support hours
Mon–Fri 09:00–18:00 GMT+7
Expected response
≤ 24 hours (business days)
Note
Delivery is digital access to the platform, not physical shipping.
Main support channels
Email
Best for billing, access issues, and formal complaints.
support@catalo.id
Recommended subject format: Support/Complaint — [Order/Invoice ID]
WhatsApp
For quick questions during support hours.
Support WhatsApp has not been set.
Phone
For urgent escalation when needed.
Support phone number has not been set.
Business identity
CV CIPTA BISNIS DIGITAL
Business address: Indonesia
How to submit a complaint
Complaint steps:
- Prepare proof of purchase and a short explanation of the issue.
- Send it through our support channel: email/WhatsApp/contact form. Whenever possible, use the same billing email or account email.
- We will confirm receipt and provide a ticket/reference number.
- We will investigate, ask for more details if needed, and provide the resolution outcome.
- If it is not resolved, follow the escalation path below.
Required proof of purchase
So we can verify ownership and resolve the issue faster, include:
- Billing email / account email
- Payment reference / transaction ID / invoice number
- Purchase date and product/plan name
- Error screenshot or clear reproduction steps
- For chargebacks/disputes: issuing bank name and dispute date, if available
SLA (response & resolution)
Our standard targets on business days:
- First response: within 24 hours
- Access/activation issues: within 1–2 business days
- Billing/refund review issues: within 3–5 business days
More complex cases, such as fraud checks or third-party payment verification, may require additional time. Updates will be sent by email.
Escalation path
If your issue is not resolved after the standard SLA:
- Reply to the same ticket and request escalation. Include the ticket number and a short summary of the issue.
- We will escalate internally to a supervisor/operations review.
- For billing disputes, we may request additional verification to protect users and prevent fraud.
Refunds & chargebacks
Refund handling follows our refund policy. In general:
- If eligible, the refund is processed to the original payment method.
- Refund arrival time depends on the payment provider/bank, usually 5–14 business days.
- Before filing a chargeback, contact us first. Chargebacks may delay access while the investigation is ongoing.
- Fraudulent or unauthorized payments will be prioritized for verification and resolution.
Account & security issues
For account/security issues, such as login problems or suspicious activity:
- Contact support immediately with your account email and issue details.
- Never share your password or OTP code. We will never ask for your password.
- We may request identity verification to secure your account.
Legal & policies
Read our policies for terms, privacy, and refunds/cancellations.
6) Merchant information
This section shows the merchant identity used for billing verification and support.