ZentMall Support Policy

Effective Date: 01/08/2024

At ZentMall, we are dedicated to providing exceptional customer support to ensure a smooth and satisfying shopping experience. This Support Policy outlines how customers can access help and what they can expect when seeking assistance from ZentMall.

1. Customer Support Channels

ZentMall offers multiple channels for customers to reach our support team:

Email Support: Customers can send inquiries, complaints, or requests for assistance via email to support@zentmall.com. Our team will respond within 24 hours on business days.
Phone Support: For immediate assistance, customers can call our support hotline at 0414-673-086. Phone support is available from 7:00am-6:00pm on weekdays.

2. Types of Support

ZentMall offers a variety of support services to address customer needs:

Order Assistance: Help with tracking orders, understanding order status, and managing order changes or cancellations.
Product Information: Providing detailed information about products listed on ZentMall, including specifications, availability, and seller details.
Returns and Refunds: Assistance with initiating returns, understanding the return process, and processing refunds according to ZentMall's Return Policy.
Technical Support: Help with navigating the ZentMall platform, troubleshooting technical issues, and resolving account-related problems.
Dispute Resolution: Support in resolving disputes between customers and sellers, ensuring that both parties adhere to ZentMall's policies.

3. Response Times

ZentMall is committed to providing timely and effective support:

Email Response: Within 24 hours on business days.
Phone Support: Immediate assistance during available hours.
Live Chat: Instant support during available hours.
Resolution Time: While simple issues may be resolved immediately, more complex cases (e.g., disputes, technical issues) may require additional time. ZentMall aims to resolve most issues within 3-5 business days.

4. Customer Responsibilities

To ensure efficient support, customers are encouraged to:

Provide Accurate Information: When contacting support, provide clear and accurate details about the issue, including order numbers, product details, and any relevant screenshots or documentation.
Follow Instructions: Follow the guidance provided by ZentMall's support team to resolve issues quickly.
Respectful Communication: ZentMall expects all interactions to be conducted in a respectful and courteous manner. Abusive or inappropriate behavior towards support staff will not be tolerated and may result in the limitation or suspension of support services.

5. Escalation Process

If a customer is not satisfied with the initial support provided, they can request an escalation:

Request Escalation: Customers can ask for their issue to be escalated to a senior support representative or manager.
Management Review: Escalated cases will be reviewed by a senior team member, who will work towards a satisfactory resolution.
Final Resolution: ZentMall will make every effort to resolve escalated issues within 2 business days.

6. Feedback and Continuous Improvement

ZentMall values customer feedback as a key part of improving our services:

Feedback Requests: After resolving an issue, customers may be asked to provide feedback on their support experience.
Surveys: Periodic surveys may be sent to gather insights into customer satisfaction and areas for improvement.
Continuous Improvement: ZentMall uses customer feedback to refine our support processes, enhance our platform, and improve the overall shopping experience.

7. Privacy and Data Protection

ZentMall is committed to protecting customer privacy:

Confidentiality: All customer information shared with our support team is kept confidential and is used solely for the purpose of providing support.
Data Protection: ZentMall adheres to data protection regulations to ensure that customer data is handled securely and responsibly.

8. Contact Information

For any questions or support needs, customers can reach ZentMall at:

Email: support@zentmall.com
Phone: 0414-673-086
Help Center: Plot 19-22 Port Bell Road, Nakawa, Kampala.

By shopping on ZentMall, customers agree to this Support Policy, ensuring they receive the best possible assistance whenever needed. ZentMall is committed to delivering prompt, courteous, and effective support to enhance your shopping experience.