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:
- Product Information:
- Details about recyclable materials, pricing, and quality standards.
- Order Assistance:
- Help with placing, tracking, or modifying orders.
- Technical Support:
- Guidance on safe handling, packaging, and transportation of materials.
- Returns and Refunds:
- Assistance with the return process, refund eligibility, and disputes.
- Dispute Resolution:
- Mediating issues between buyers and sellers to ensure a fair outcome.
- 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:
- Step 1: Contact the assigned support representative for further clarification.
- Step 2: Request escalation to a senior support manager via email or phone.
- 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.