RoundDock
Support Center

Support is not an afterthought. It is a trust layer for the deal workflow.

RoundDock Support separates founder, capital-side, data-room, service-fee, refund, and compliance issues. Tickets cover platform service and information workflows only, not investment funds, equity settlement, or return promises.

Submit Support Ticket View Platform Status
Email notifications and Supabase lead insertion are connected. Admin reading still requires separate backend token and service-role configuration. Even before admin read access is enabled, tickets enter the operations inbox and lead table.
Help Topics

Route by issue type instead of making users guess

Data-room accessRequest status, NDA, material scope, founder approval, and access boundary.
Service-fee invoiceManual follow-up for WeChat Pay, Alipay, corporate transfer, PayPal, Wise, or bank transfer.
Receipt / invoiceService-fee receipts, invoice details, payment entity, and payment confirmation.
Founder onboardingMaterial checklist, service tier, project-page edits, and roadshow preparation.
Investor verificationIdentity type, ticket size, preferences, risk tolerance, and data-room eligibility.
Refund / cancellationService not started, materials not delivered, manual review, and refund boundaries.
Support Promise

Every ticket gets a clear first-step deliverable

24h priorityPayment errors, privacy deletion, compliance risk, Pro desk, and larger founder-service issues get owner and route confirmation first.
48h handlingVerified capital-side, data-room, roadshow, and project Q&A requests first confirm identity, material scope, and founder approval.
72h queueVisitor questions, public materials, subscriptions, and basic policy issues receive links, boundary notes, or the next entry point.
First replyShows the assigned queue, missing materials, and whether the issue moves to invoice, data-room, roadshow, or refund review.
FAQ

Common questions answered first

Does RoundDock collect investment funds?

No. RoundDock collects platform service fees only. Investment funds, equity subscription money, agreements, settlement, tax, and custody do not pass through the platform.

Why is the data room not public?

Data rooms may include decks, financials, contracts, customer information, operating data, and videos. Access requires identity checks, founder approval, and permission tiers.

What if service-fee payment fails?

When automated checkout is unavailable, the request moves to manual invoice follow-up. Operations can coordinate WeChat Pay, Alipay, corporate transfer, PayPal, Wise, or bank transfer instructions.

How quickly will support respond?

Visitor issues are usually handled within 72 hours. Verified capital-side requests are usually handled within 48 hours. Pro and paid founder-service requests usually enter human handling within 24 hours. Privacy, payment, and compliance issues are prioritized for manual review.

Operating Boundary

What support can and cannot handle

Can handlePlatform service fees, data-room requests, project-page materials, verification supplements, support tickets, and policy explanations.
Cannot handleInvestment custody, return promises, equity settlement, legal opinions, tax advice, or securities offerings.
Arrange separatelyLawyers, accountants, escrow, licensed providers, contract review, and tax planning.