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Support

 

Welcome to XOOBAY !

 

XOOBAY Support Policy outlines how we provide assistance to our customers on XOOBAY platform. Please review this policy carefully to understand your rights and responsibilities when seeking support.

 

1. Customer Support Overview

XOOBAY is committed to delivering high-quality support to ensure a seamless shopping experience. Our support services cover a wide range of topics, including order inquiries, product issues, payment concerns, and technical support.

 

2. Support Channels

We offer multiple channels for customers to reach our support team:

  • Email Support: Contact us at help@xoobay.com for assistance with any issue. We aim to respond within 24 hours.
  • Live Chat: Available on our website for real-time assistance. Operating hours are [8:00 AM to 8:00 PM], Monday to Friday (local time).
  • Phone Support: Call us at [your customer support number]. Our phone lines are open from [9:00 AM to 6:00 PM], Monday to Friday (local time).

 

3. Types of Support Provided

  • Order Support: Assistance with placing orders, tracking shipments, and resolving issues related to order fulfillment.
  • Product Support: Help with product inquiries, such as specifications, compatibility, and warranty information.
  • Payment Support: Resolution of payment issues, including failed transactions, refunds, and billing discrepancies.
  • Technical Support: Assistance with navigating the XOOBAY platform, using features, and troubleshooting technical issues.

 

4. Response Times

  • Standard Inquiries: We strive to respond to all standard inquiries within 24 hours.
  • Urgent Inquiries: For urgent matters, such as order cancellations or payment issues, please use our live chat or phone support for faster assistance. Response times for urgent inquiries are typically within 1-2 hours during operating hours.

 

5. Resolution Timeframes

  • Simple Issues: Most inquiries, such as order tracking or general questions, are resolved within 24 hours.
  • Complex Issues: More complex issues, such as technical problems or disputes, may take up to 3-5 business days for a resolution. We will keep you informed of the progress.

 

6. Customer Responsibilities

  • Accurate Information: Provide accurate and detailed information when contacting support to help us resolve your issue quickly.
  • Timely Responses: Respond to our requests for additional information in a timely manner to avoid delays in resolving your issue.
  • Respectful Communication: We expect all customers to communicate respectfully with our support team. Abusive or inappropriate behavior may result in limited support.

 

7. Escalation Process

If you are not satisfied with the initial response or resolution, you may request an escalation. Our escalation process includes:

  • First Level Escalation: Request a review by a senior support representative.
  • Second Level Escalation: If the issue remains unresolved, it will be escalated to a support manager.
  • Final Resolution: Should the issue still not be resolved, it will be reviewed by our customer service director for a final decision.

 

8. Feedback and Complaints

Your feedback is valuable to us. If you have any suggestions or complaints about our support services, please email us at info@xoobay.com. We take all feedback seriously and use it to improve our services.

 

9. Changes to the Support Policy

XOOBAY reserves the right to modify this Support Policy at any time. Any changes will be posted on our website with the updated "Last Updated" date. Continued use of our support services constitutes acceptance of the revised policy.

 

10. Contact Us

For any questions regarding this Support Policy, please contact us at info@xoobay.com

Effective Date: 2024-08-22

 

These Terms are effective from the date of publication.