Support Policy

1. Purpose

This policy outlines the support services available to customers during the process of trading, recycling, or handling recyclable materials. Our goal is to ensure a smooth and efficient experience for all parties involved.

2. Support Channels

We offer multiple ways to reach our support team for inquiries, assistance, and issue resolution:

• Email Support: Reach us at [Insert Email Address]. Responses will be provided within 24-48 hours.
• Phone Support: Call us at [Insert Phone Number] during our business hours, 9:00 AM to 6:00 PM (Local Time).
• Live Chat: Available on our website for instant assistance.
• Help Desk: Submit support tickets through our online portal for detailed queries or complaints.

3. Areas of Support

We provide support in the following areas:

1. Product Information:
   • Details about recyclable materials, pricing, and quality standards.
2. Order Assistance:
   • Help with placing, tracking, or modifying orders.
3. Technical Support:
   • Guidance on safe handling, packaging, and transportation of materials.
4. Returns and Refunds:
   • Assistance with the return process, refund eligibility, and disputes.
5. Dispute Resolution:
   • Mediating issues between buyers and sellers to ensure a fair outcome.
6. Regulatory Compliance:
   • Information on laws and guidelines for recycling and trading materials.

4. Response Times

We strive to address all inquiries and issues promptly:

• General Queries: Response within 24 hours.
• Urgent Issues (e.g., delivery problems): Response within 4-6 hours during business hours.
• Ticket Resolution: Most issues resolved within 2-5 business days, depending on complexity.

5. Escalation Process

If an issue is not resolved to your satisfaction, you may escalate it as follows:

1. Step 1: Contact the assigned support representative for further clarification.
2. Step 2: Request escalation to a senior support manager via email or phone.
3. Step 3: If still unresolved, submit a formal complaint to [Insert Higher-Level Contact Email/Address].

6. Service Limitations

While we aim to provide comprehensive support, the following are beyond our scope:

• Transport-related delays caused by third-party carriers.
• Issues arising from improper handling of materials post-delivery.
• Legal advice beyond general regulatory guidelines.

7. Customer Responsibilities

To ensure efficient support, customers are expected to:

• Provide accurate and complete information when submitting queries or complaints.
• Follow the recommended guidelines for handling and storing materials.
• Report issues promptly within the specified time frames.