One address. The right context.

Choose a subject

Every message goes to the same Gerai mailbox. These links only prepare a useful subject line; they do not send information until you send the email.

• Product walkthrough

  For merchants evaluating a localized storefront and operating flow.

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• Merchant support

  For an account, storefront, order, payment, shipping or WhatsApp issue.

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• Privacy or legal

  For personal-data requests, contracts, rights notices or policy questions.

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• Security report

  For a suspected vulnerability, unauthorized access or security concern.

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What to include

Send only the information needed to understand and verify the request. Do not email passwords, payment-card details, private keys or unnecessary identity documents.

In every message

Your name, business name, contact email and a short statement of the outcome you need.

For a walkthrough

Country, product category, approximate catalogue size and the channels used today.

For support

Store domain, order reference if relevant, steps taken, expected result and actual result.

For a visible error

Exact message, page address, device and browser, plus a redacted screenshot if useful.

For privacy or legal

The right, document or processing activity involved and enough detail to locate the account.

For security

Affected address, reproducible steps, observed impact and a safe way to follow up.

Walkthrough requests

Tell us what you sell, where you sell it and how buyers currently order and pay. If you can, include a sample product sheet and a few ordinary product photographs. That lets the conversation focus on the actual storefront, catalogue, checkout, courier and WhatsApp workflow rather than a generic presentation.

Support requests

Keep one issue per email where practical and remove customer information that is not needed for diagnosis. For an order-specific problem, include the Gerai order reference rather than copying a buyer’s full personal or payment details into the message. If the issue changes, reply in the same thread so the investigation remains connected.

Privacy and legal requests

State whether you are contacting us as a merchant, buyer, website visitor, authorized representative or procurement team. For a request to access, correct or delete personal data, identify the relevant account or transaction without sending more identity data than necessary. We may ask for proportionate verification before acting on a rights request.

Security reports

Please report suspected vulnerabilities privately to hello@gerai.shop. Describe the issue without accessing data that is not yours, disrupting the service, or publishing exploit details before Gerai has had a reasonable opportunity to assess them. If sensitive evidence is required, ask us to arrange an appropriate transfer method before attaching it.

Response expectations

This page does not promise fixed support hours or a universal response time. We review and route messages according to their subject and context. Any service level or escalation arrangement for a merchant applies only when it has been agreed in writing during procurement or contracting.