1. Introduction
At Afrimart Online, we are committed to providing exceptional customer support for all your inquiries, feedback, and concerns regarding our products and services. This support policy outlines the guidelines and procedures for reaching out to our dedicated support team.
2. Support Channels
Email Support
Customers can contact our support team via email at [email protected] for assistance with order-related queries, product information, or general inquiries. Our team strives to respond to all emails within 24-48 hours during business days.
Phone Support
For immediate assistance, customers can reach our support team by calling our helpline at 011 805 0386 . Our phone lines are open from 08:00 to 17:00 on business days and 08:30 to 13:00 on Weekends and Holidays
UpStore Online offers a WhatsApp feature on our website, allowing customers to engage with our support representatives in real-time. WhatsApp chat support operates during business hours for instant responses, If you send a message via WhatsApp after working hours, we will respond the following business day.
3. Support Services
Our support team is equipped to assist customers with various services, including but not limited to:
- Order Tracking
- Product Inquiries
- Returns and Refunds
- Technical Support (for electronics and machinery)
- General Assistance
4. Service Level Agreement (SLA)
We aim to provide timely and efficient support to all our customers. Our Service Level Agreement includes:
- Email Response Time: 24-48 hours during business days.
- Phone Support Availability: [08:00 to 17:00 on business days and 08:30 to 13:00 on Weekends and Holidays.
- WhatsApp Response Time: Instant during business hours.
5. Escalation Process
In the event that a support case requires escalation, customers can request to speak with a supervisor or manager. Our escalation process ensures that complex issues are addressed promptly and effectively, ensuring customer satisfaction.
6. Feedback Mechanism
We value feedback from our customers, as it helps us improve our services. Customers are encouraged to share their experiences, suggestions, or complaints through our feedback form on the website. Your feedback is essential to our continuous efforts to enhance the customer experience.
7. Support Availability
Our support team is available to assist you during the following hours:
- Monday to Friday: 08:00 to 17:00
- Saturday: 08:30 to 13:00
- Sunday: Closed
8. Self-Service Resources
To empower customers with self-help options, we provide detailed FAQs, product guides, and troubleshooting tips on our website. Customers are encouraged to explore these resources before reaching out to the support team for quick solutions.
9. Data Protection
We prioritize the protection of customer data and ensure that all interactions with our support team adhere to strict privacy guidelines. Customer information is handled confidentially and in accordance with data protection regulations.
10. Conclusion
By contacting UpStore Online for support, customers agree to abide by the terms and conditions outlined in this support policy. Our goal is to provide prompt, efficient, and courteous support to ensure a seamless experience for all our valued customers.
This support policy aims to provide clear guidance on how customers can engage with your support team and what level of service they can expect, ultimately fostering trust and loyalty in your brand.
