ShopMaxxi Support Policy

Introduction

At ShopMaxxi, our goal is to provide prompt, helpful, and reliable support to ensure a smooth shopping and selling experience for both customers and vendors. This Support Policy outlines how users can contact us, the type of assistance we offer, and our support availability.

1. Support Scope

For Customers:

• Help with placing and tracking orders
• Issues with payments or refunds
• Reporting a problem with a product or seller
• Guidance on returns or exchanges
• General platform inquiries

For Vendors:

• Store setup and product listing assistance
• Order management support
• Payment settlement inquiries
• Policy clarifications and compliance guidance
• Technical troubleshooting

2. Support Channels

• Live Chat: Available on our website for real-time help.
• Email Support:
  General: support@shopmaxxi.store
  Orders/Returns: orders@shopmaxxi.store
• Phone Support: Call us at 08080143040.

3. Support Hours

• Monday – Friday: 9:00 AM – 6:00 PM (WAT)
• Saturday: 10:00 AM – 4:00 PM (WAT)
• Sunday & Public Holidays: Email only

4. Response Times

• Live Chat: Instant to 5 minutes
• Email: Within 24 hours
• Phone: Immediate during support hours

5. Escalation Process

1. Reply to the support thread requesting escalation.
2. We will forward it to a supervisor or specialized team.
3. Expect feedback within 24–48 hours.

6. Limitations

Support does not cover:

• Third-party services not integrated with ShopMaxxi
• Custom development work
• Legal or business consulting
• Issues outside our platform

7. Feedback

We encourage honest feedback to help us improve. You may be asked to rate your support experience or complete a short survey.

Conclusion

Thank you for choosing ShopMaxxi. We’re here to support you every step of the way. Reach out anytime you need help!