Support Policy Page
Our Support Policy
At Wachikart Marketplace, we are dedicated to providing exceptional customer support to ensure your shopping experience is seamless and enjoyable. Our support team is here to assist you with any inquiries or issues you may encounter. Please review our Support Policy for details on how we can assist you.
1. Customer Support Channels
We offer multiple channels for customer support to address your needs promptly and efficiently:
- Email Support:
- Contact us at support@wachikart.com. We aim to respond to all email inquiries within 24 hours.
- Phone Support:
- Reach our customer support team through 254 769 095 213 business hours and time zone.
- Live Chat:
- Access live chat support on our website during business hours for real-time assistance.
2. Types of Support
Our support team is equipped to handle a wide range of inquiries, including but not limited to:
- Order Inquiries:
- Status of your order
- Shipping and delivery updates
- Order modifications or cancellations
- Product Information:
- Product specifications and features
- Availability and stock status
- Sizing and compatibility
- Account Assistance:
- Account creation and login issues
- Password reset and account security
- Updating account information
- Returns and Refunds:
- Initiating a return
- Refund status and processing
- Exchange requests
- Technical Support:
- Website navigation and usability
- Troubleshooting technical issues
- Assistance with placing orders online
3. Support Response Times
We strive to provide timely and effective support to all our customers. Our response times may vary depending on the complexity of the inquiry and the volume of requests. Our general response time goals are as follows:
- Email Support: Within [time frame of 24-48 hours
- Phone Support: Immediate response during business hours
- Live Chat: Immediate response during business hours
4. Escalation Process
If your issue requires further attention or is not resolved to your satisfaction, you may request to escalate the matter. Our escalation process includes:
- Tier 1 Support: Initial support representative
- Tier 2 Support: Senior support specialist or supervisor
- Tier 3 Support: Management team
Please inform the support representative if you wish to escalate your issue, and they will guide you through the process.
5. Feedback and
Improvement
We value your feedback and are continuously working to improve our support services. If you have any suggestions or comments, please let us know by:
- Email: support@wachikart.com
- Phone: +254 769 095 213
- Feedback Form: Available on our website
6. Contact Us
For any support inquiries or assistance, please contact us through one of the following channels:
- Live Chat: Available on our website during business hours
Thank you for choosing Wachikart Marketplace. We are here to help and ensure your shopping experience is exceptional.
Register your shop/business service/profession at wachikart.com for more sales as we do timely delivery on your behalf.
