Support Policy

Welcome to the Erezon Shopping platform! We strive to provide exceptional support to ensure your shopping experience is smooth and enjoyable. Our support policy outlines the standards and procedures for addressing any inquiries, concerns, or issues you may encounter while using our platform. Please review the following information carefully:

 

1. Scope of Support:

•           Our support team is available to assist with inquiries related to:

•           Order placement and tracking

•           Product information and specifications

•           Technical issues with our website or mobile app

•           Payment and billing inquiries

•           Returns, exchanges, and refunds

•           General assistance and guidance

2. Contacting Support:

•           You can reach our support team via the following channels:

•           Email: [email protected]

•           Phone: 00964-772-814-0101

•           Our support hours are from 9:00 am to 10:00pm, Iraq time.

•           For non-urgent matters, you can also submit a support ticket through our website or app.

3. Response Time:

•          We are committed to responding to all inquiries promptly.

•          Our goal is to acknowledge your inquiry as soon as possible, and we aim t  o provide a resolution or update within 6 to 12 hours of acknowledgment.

•          Response times may vary depending on the complexity of the issue and the volume of inquiries we receive.

4. Support Channels:

•          While email and phone are our primary support channels, we also offer assistance through our website's live chat feature during specified hours.

•          Our knowledge base and FAQ section contain answers to commonly asked questions and may provide solutions to your queries without needing to contact support.

5. Quality of Support:

•          Our support team comprises knowledgeable and courteous professionals dedicated to assisting you.

•          We prioritize resolving issues efficiently while maintaining a high standard of customer service.

•          If your issue requires escalation or specialized assistance, we will handle it promptly and effectively.

6. Feedback and Improvement:

•          We welcome your feedback on our support services.

•          Your input helps us identify areas for improvement and enhances the overall customer experience.

•          Please feel free to share your suggestions or concerns via email or our feedback form.

7. Limitations:

•          While we make every effort to assist you with your inquiries, there may be situations where we cannot provide support. These include:

•          Requests for assistance with third-party products or services not directly related to our platform.

•          Issues arising from misuse, abuse, or unauthorized modifications of our website or app.

•          Matters beyond our control, such as internet connectivity issues or force majeure events.

8. Policy Updates:

•          We reserve the right to update or modify this support policy as needed.

•          Any changes to our support policy will be communicated through our website and may require your acceptance before proceeding with support services.

Thank you for choosing Erezon. We value your patronage and look forward to serving you. If you have any questions or require assistance, please don't hesitate to contact our support team.

 

Erezon Company LTD. | 25th Mar 2024