Support Policy Page

Support Policy

Effective Date: 10/12/2024

At Woolworths Express, our goal is to provide exceptional support to ensure a seamless experience for buyers and sellers. This Support Policy outlines the channels, response times, and processes for resolving inquiries, issues, and disputes.

1. Support Channels

Contact Methods

Our support team is available via the following methods:

• Email: Reach us at woolworthsexpress@gmail.com for any queries or concerns.
• Phone: Call us at 0330 053 5024 during business hours for immediate assistance.
• Help Center: Visit our Help Center for FAQs, tutorials, and troubleshooting guides.

Business Hours

• Support is available Monday to Friday, 9:00 AM – 6:00 PM (GMT).
• Limited support is provided on weekends and public holidays via email only.

2. Types of Support

General Inquiries

For questions about the platform, account setup, or navigation, our team will guide you through the process.

Order and Payment Issues

• Buyers: Contact us for help with tracking orders, refunds, or payment concerns.
• Sellers: Reach out for assistance with payments, order management, or commission queries.

Technical Support

If you experience technical issues (e.g., website errors, account access problems), our team will work to resolve them promptly.

Dispute Resolution

• Buyers and sellers are encouraged to resolve disputes directly. If an agreement cannot be reached, Woolworths Express will mediate.
• To escalate a dispute, email woolworthsexpress@gmail.com with the order details, evidence, and a description of the issue.

3. Response Times

We aim to respond to all inquiries within the following timeframes:

• Email: Within 24-48 hours during business hours.
• Phone: Immediate during business hours.
• Disputes: Initial acknowledgment within 2 business days and resolution within 5-7 business days.

4. Escalation Process

If your issue requires additional attention:

1. Contact Level 1 Support: Start with the standard support channels (email, phone).
2. Request Escalation: If unresolved, request to escalate your case to a supervisor or specialist.
3. Final Resolution: For unresolved matters, Woolworths Express will provide a final determination or recommend further steps.

5. Responsibilities

Buyers

• Provide accurate information and supporting documentation when raising issues or disputes.
• Follow the platform guidelines for returns, payments, and communication.

Sellers

• Respond promptly to buyer inquiries or disputes.
• Ensure compliance with platform policies and guidelines.

Woolworths Express

• Facilitate smooth communication between buyers and sellers.
• Provide unbiased dispute mediation and ensure platform integrity.

6. Limitations of Support

While we strive to assist with all inquiries, certain issues may fall outside our scope:

• External payment processor issues (e.g., PayPal, Stripe).
• Shipping delays caused by carriers or customs.
• Damage caused by mishandling after delivery.

For these issues, we will guide you on how to contact the appropriate third parties.

7. Contact Information

If you have questions or need assistance, please contact us:

• Email: woolworthsexpress@gmail.com
• Phone: 0330 053 5024
• Address: 2, Chequers Court, 51 Picardy Road, Belvedere, DA17 5QH

8. Updates to This Policy

Woolworths Express reserves the right to update this Support Policy at any time. Changes will be communicated to users, and continued use of the platform constitutes acceptance of the updated policy.