Support Policy Page

KOWOPE Online Shopping Mall Support Policy

1. Introduction

KOWOPE is dedicated to providing top-tier customer service to ensure a smooth and enjoyable shopping experience. This support policy outlines our procedures and standards for assisting customers efficiently and effectively.

2. Support Channels

KOWOPE offers multiple support channels to ensure that customers can reach us conveniently:

• Email Support: Available 24/7 at support@kowope.com.ng. We aim to respond within 24 hours.
• Live Chat: Available on our website from 8 AM to 8 PM (local time), Monday to Saturday.
• Phone Support: Call us at +234 811 009 9981 from 9 AM to 6 PM (local time), Monday to Friday.
• Social Media Support: Connect with us on Twitter, Facebook, and Instagram for quick responses.

3. Response Time

Our target response times are as follows:

• Email: Within 24 hours.
• Live Chat: Instant response during operating hours.
• Phone: Instant response during operating hours.
• Social Media: Within 2 hours during operating hours.

4. Order-Related Issues

For issues related to orders, including delays, cancellations, or modifications, customers are encouraged to contact us promptly. We strive to resolve these matters as quickly as possible.

5. Returns and Refunds

KOWOPE has a transparent return and refund policy detailed on our website. Customers may initiate a return or refund request within 7 days of receiving their order. Requests are typically processed within 5 business days.

6. Technical Support

For website or app-related issues, such as account access or payment problems, our technical support team is available via email and live chat. We aim to resolve technical issues within 48 hours.

7. Account Deletion

Customers have the right to delete their KOWOPE account and associated data at any time. To request account deletion, please contact us at accountdeletion@kowope.com.ng.  We will process account deletion requests within 7 business days. Please note that once an account is deleted, all associated data, including order history and personal information, will be permanently removed and cannot be recovered.

Steps for Account Deletion:

1. login into your account
2. Go to support ticket menu
3. Submit a request for deletion of your account.
4. Confirm the deletion request via the email sent to your registered email address.

Types of Data Deleted:

• Personal Information (name, email, address)
• Order History
• Payment Details
• Any other data associated with the account

Data Retention Period: Upon request, we will process account deletion within 7 business days. After deletion, all associated data will be permanently removed and cannot be recovered. Some data may be retained for legal or regulatory reasons for a period of up to 30 days before complete deletion.

8. Escalation Process

If a customer is not satisfied with the initial support provided, they can escalate the issue by requesting to speak with a supervisor or by emailing escalations@kowope.com.ng. Escalations are reviewed within 48 hours, and a resolution is provided within 5 business days.

9. Feedback and Suggestions

We value customer feedback and encourage suggestions to help us improve our services. Feedback can be submitted via email or through our website’s feedback form. All feedback is reviewed, and where feasible, we implement suggestions to enhance our service.

10. Privacy and Security

Customer privacy and data security are our top priorities. We adhere to stringent data protection policies to ensure that customer information is secure. Our privacy policy is available on our website.

11. Updates to the Support Policy

KOWOPE reserves the right to update this support policy at any time. Customers will be notified of significant changes via email and on our website.

12. Contact Information

For any questions or concerns regarding this support policy, customers can contact us at support@kowope.com.ng.