Support Policy

At Twiga Commerce Mall, we strive to provide exceptional customer support to ensure a positive shopping experience for our customers. This Support Policy outlines the guidelines for accessing and receiving support from our team.

Scope of Support

Our support services cover assistance with:

1. Product inquiries: Information about our products, their features, specifications, and availability.
2. Order assistance: Help with placing orders, tracking shipments, and resolving issues related to the ordering process.
3. Technical support: Assistance with technical issues related to our website, payment processing, or accessing digital products.
4. Returns and exchanges: Guidance on our return and exchange policies, processing returns, and issuing refunds or replacements.

Contacting Support

You can reach our support team via the following channels:

1. Email: support@twigacommerce.com
2. Live chat: Available on our website during specified business hours.
   

When contacting support, please provide as much detail as possible about your inquiry or issue, including any relevant order numbers, product details, and screenshots if applicable. This will help us assist you more effectively and efficiently.

Response Time

We aim to respond to all support inquiries promptly during our business hours. Our typical response time is within [insert time frame], but please allow up to [insert maximum time frame] for a response during peak periods or for more complex issues.

Escalation Process

If you are not satisfied with the support provided or need further assistance, you may request to escalate your inquiry to a supervisor or manager. We will do our best to address your concerns and resolve any issues in a timely manner.

Feedback and Suggestions

We value your feedback and welcome suggestions for improving our support services. If you have any comments, suggestions, or concerns about our support process, please don't hesitate to let us know.

Limitations of Support

Please note that our support services are limited to inquiries and issues related to Twiga Commerce Mall and our products and services. We are unable to provide support for third-party products or services, including but not limited to issues related to compatibility, installation, or configuration.

Changes to This Support Policy

We reserve the right to update or modify this Support Policy at any time without prior notice. Any changes will be effective immediately upon posting on this page.

Contact Us

If you have any questions or concerns about this Support Policy or need assistance, please contact us at support@twigacommerce.com.