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All shop strives to offer a seamless and user-friendly experience across our marketplace. However, disputes between customers and sellers and/or All shop will occasionally occur. This policy provides guidance to customers on how to report issues or complaints and resolve disputes.
To report an issue or a complaint you may contact all shop customer service by telephoning +233 240918204; or by using live chat.
For fast and efficient resolution of specific types of issues, listed below, you can also use the email addresses and online contact forms, listed below, to reach the right team directly. This policy provides guidance to customers on how to report issues or complaints and resolve disputes.
After you report and issue or a complaint, All Shop shall take the following steps:
All shop operates the escalation process set out below, to ensure the timely and satisfactory resolution of all issues.
Where possible, we will attempt to resolve issues at the first point of contact with the customer service team.
If our customer service team is unable to resolve your issue within 24 hours of your first contact, a member of the issue resolution team will undertake an investigation.
The issue resolution team may request additional information from you and they will investigate the issue, considering all relevant circumstances and information available. You will be informed of their findings within 48 hours of your first contact.
In the event that the issue is not resolved within 48 hours of your first contact, it will be automatically escalated to the customer experience team as the final level of escalation. We endeavour to resolve all issues within 5 days of your first contact.
All shop will make every effort to contact sellers to resolve customer complaints on behalf of our customers. However if these efforts are unsuccessful, customers may also request direct contact details for sellers, by contacting customer service.
Any seller that fails to cooperate in good faith to resolve a customer’s complaint may have its seller account restricted or terminated.