Support Policy Page
Support Policy
1. Introduction
At Oiasis.com, we are dedicated to providing excellent customer service and support to our users, including buyers and sellers. This Support Policy outlines the services we provide and the expectations for response times, communication, and issue resolution. By using our platform, you agree to the terms of this Support Policy.
2. Support Services Offered
2.1 General Inquiries: We handle questions related to account setup, product listings, order placement, payment processing, and general platform usage.
2.2 Technical Support: Assistance with technical issues such as login problems, bugs, or errors encountered on the website.
2.3 Order Assistance: Help with order tracking, cancellations, and modifications.
2.4 Dispute Resolution: Mediation between buyers and sellers for order disputes, including refund and return issues.
3. Contact Methods
3.1 Email Support: Users can reach out to our support team via [support email].
3.2 Live Chat: Available during business hours for real-time assistance.
3.3 Phone Support: Users can contact us at [support phone number] during operating hours.
3.4 Help Center: A comprehensive resource of FAQs and guides available on our website.
4. Response Times
4.1 Email: Our team aims to respond to email inquiries within 24 to 48 hours.
4.2 Live Chat: Immediate response during business hours.
4.3 Phone Support: Calls are answered during operating hours, and voicemail responses are returned within one business day.
4.4 Complex Issues: Some issues may require more in-depth investigation. We will notify users if additional time is needed and provide regular updates.
5. Business Hours
Our standard support hours are:
- Monday to Friday: 9:00 AM to 6:00 PM (local time).
- Weekends and holidays: Limited support through email only.
6. User Responsibilities
6.1 Accurate Information: Users must provide clear and accurate information regarding their issue to facilitate faster resolution.
6.2 Polite Communication: We expect users to maintain respectful communication. Abusive or threatening behavior will not be tolerated and may result in limited support.
6.3 Timely Follow-Up: Users should respond promptly to requests for additional information from the support team.
7. Issue Resolution Process
7.1 Initial Contact: Users should first reach out to the support team with details of their issue.
7.2 Review and Assignment: The issue will be reviewed and assigned to the appropriate team member.
7.3 Resolution Steps: Our team will communicate the steps taken to resolve the issue and any actions needed from the user.
7.4 Escalation: If an issue requires further expertise, it will be escalated to a higher-level support specialist.
8. Dispute and Mediation
8.1 Dispute Filing: Buyers and sellers can file disputes via email or chat.
8.2 Investigation: Our team will gather information from both parties and mediate a fair resolution.
8.3 Resolution Timeframe: Disputes will typically be resolved within 7 to 14 business days, depending on the complexity.
9. Privacy and Security
9.1 Data Protection: All support interactions comply with our Privacy Policy to ensure that users’ data is protected.
9.2 Confidentiality: Personal and transaction details shared during support interactions will remain confidential.
10. Policy Updates
We reserve the right to modify this Support Policy at any time. Updates will be posted on our website, and continued use of the platform indicates acceptance of the revised policy.
About Oiasis
Oiasis is Nigeria’s next-gen multi-vendor marketplace, connecting trusted sellers with smart buyers. Discover quality products, secure payments, and fast delivery - all in one place.
Oiasis is a Nigerian online marketplace where multiple vendors sell products across various categories. We connect buyers with quality sellers and ensure fast, secure, and reliable shopping.
