SelliExpress Online Shopping Support Policy

At SelliExpress, we are committed to providing top-notch customer support to ensure a smooth and satisfying shopping experience for all our customers. Our dedicated support team is here to assist you with any questions, concerns, or issues you may encounter.

1. Customer Support Availability

• Operating Hours: Our customer support team is available to assist you Monday to Friday, from 9:00 AM to 6:00 PM (WAT).
• Contact Methods: You can reach us through the following channels:
  • Email: support@selliexpress.com
  • Phone: [Customer Support Number]
  • Live Chat: Available on our website during operating hours
  • Social Media: You can also reach out to us via our official social media pages.

2. Response Time

• General Inquiries: We aim to respond to all general inquiries within 24 hours during business days.
• Urgent Issues: For urgent issues, such as order-related problems or technical difficulties, we strive to respond within 4 hours during business hours.
• After-Hours Support: Inquiries received outside of our operating hours will be addressed on the next business day.

3. Support Scope

Our support team can assist you with a wide range of issues, including but not limited to:

• Order Status: Tracking your order, updating delivery information, and addressing any shipping delays.
• Product Information: Providing details about products, including specifications, availability, and pricing.
• Returns and Refunds: Assisting with the return process, issuing refunds, and handling any disputes.
• Account Issues: Helping with login problems, password resets, and account security.
• Payment Problems: Resolving issues related to payment processing, failed transactions, or payment disputes.
• Technical Support: Troubleshooting any technical issues you may encounter on our website or mobile app.

4. Escalation Process

• If your issue is not resolved to your satisfaction, you can request that your case be escalated to a senior support representative or manager.
• We will ensure that escalated issues are prioritized and resolved as quickly as possible.

5. Feedback and Complaints

• Feedback: We value your feedback and use it to continuously improve our services. If you have any suggestions or comments, please send them to teams@selliexpress.com.ng
• Complaints: If you have a complaint, please contact us at complaints@selliexpress.com. We will acknowledge your complaint within 24 hours and work towards a resolution within 3 business days.

6. Self-Service Options

• FAQ Section: Visit our FAQ page for quick answers to common questions about orders, shipping, returns, and more.
• Order Tracking: You can track your order status directly from your account dashboard.
• Help Center: Explore our online Help Center for articles, guides, and tutorials on using SelliExpress.

7. Privacy and Security

• We take your privacy and security seriously. All interactions with our customer support team are confidential, and your personal information is handled in accordance with our Privacy Policy.

8. Continuous Improvement

• At SelliExpress, we are always looking for ways to enhance our customer support services. We regularly review our processes and policies to ensure we are meeting the needs of our customers.

We're Here to Help!

If you have any questions, concerns, or need assistance, please don't hesitate to reach out to us. Our goal is to provide you with the best possible shopping experience.

Thank you for choosing SelliExpress!