36Kr Global x Antom: The definitive guide for scaling cross-border merchant startups
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About
Customer Support Plan
Our experts will select the most suitable service plan to assist you.
- Standard
- Premium
Onboarding time
3-5 working days
1-2 working days
Business hours
Monday to Friday 9:00-18:00 (UTC+8)
Monday to Sunday 9:00-18:00 (UTC+8)
Contact method
- Email
- work order email
- DingTalk group
- instant messaging
Assigned service personnel
Urgent issues assigned to high-level manager
Languages supported
Chinese/English
Chinese/English/Japanese/Korean
Inquiry service
Basic inquiry service provided
Full inquiry service including onboarding and contract signing assistance; contract and account management; and transaction, fund, settlement report, and chargeback inquiry service
Inquiry response time
<48 hours
<24 hours
Tech service response time
<24 hours
<24 hours
Operations guides
- Merchant Portal Guidebook
- Dispute Guidance
- 1-on-1 chargeback training
- Onboarding manual, pre-onboarding requirement guidance
Data analysis service
- Data analysis and technical solution reports
Monitoring assistance
- Standard daily technical monitoring