SokoMarts Support Policy

1. Introduction

At SokoMarts, we are committed to providing exceptional customer and seller support to ensure a smooth and secure shopping experience. This Support Policy outlines how customers and vendors can access assistance, raise concerns, and resolve issues efficiently.

2. Support Channels

Our support team is available through multiple channels:
? Email Support: info@sokomarts.com
? Phone Support: +256 752 463322
? Live Chat: Available on the SokoMarts website (During working hours)
? Social Media: Reach out to us on Facebook, Instagram, and Twitter

3. Support Availability

• Working Hours: Monday – Friday: 8:00 AM – 8:00 PM (EAT)
• Weekend Support: Saturday: 9:00 AM – 6:00 PM, Sunday: Limited support
• Response Time: We aim to respond to all queries within 24 hours.

4. Types of Support Offered

We provide assistance for:
✅ Order Issues – Delays, tracking, cancellations, and modifications.
✅ Payment & Refunds – Failed transactions, refunds, and payout inquiries.
✅ Account Assistance – Registration, login issues, password resets.
✅ Returns & Disputes – Return requests, refund claims, and resolution.
✅ Vendor Support – Store setup, listing issues, policy guidance.

5. Escalation Process

If your issue is not resolved within the expected timeframe, you can escalate your request by:

1. Replying to the original support ticket or email with "Escalate" in the subject line.
2. Requesting a call-back from a senior support agent.
3. Filing a dispute (for refunds, returns, or vendor issues) through the SokoMarts Dispute Resolution System.

6. Dispute Resolution

For unresolved conflicts between buyers and sellers, SokoMarts acts as a mediator to ensure a fair outcome.

• Disputes must be reported within 7 days of the incident.
• A final decision will be made within 3-7 business days based on the evidence provided.

7. Technical Support

For website or app-related issues, including:

• Bugs & Errors
• Checkout Problems
• Mobile App Crashes

Please email support@sokomarts.com with a detailed description and screenshots.

8. Policy Updates

SokoMarts reserves the right to update this Support Policy as needed. Any changes will be communicated via email and the website.

9. Contact & Support

? Email: info@sokomarts.com
? Phone: +256 752 463322