Scheigen Support Policy
1. Introduction
At Scheigen, we are committed to providing exceptional customer support. This policy outlines our support services and what you can expect when you reach out to us.
2. Support Channels
We offer support through the following channels:
- Email: support@scheigen.com
- Live Chat: Available on our website 24/7
- Phone: +1 (XXX) XXX-XXXX (Mon-Fri, 9 AM - 6 PM EST)
- Social Media: Facebook and Twitter (@ScheignSupport)
3. Response Times
3.1. We aim to respond to all inquiries within the following timeframes:
- Email: Within 24 hours
- Live Chat: Immediate to 5 minutes
- Phone: Within 5 minutes
- Social Media: Within 2 hours during business hours
3.2. Complex issues may require additional time for resolution.
4. Support Coverage
4.1. Our support team can assist with:
- Order inquiries and tracking
- Product information and availability
- Account issues
- Payment and refund questions
- Technical issues with the website or app
- General inquiries about Scheigen services
4.2. For seller-specific issues, please contact our dedicated Seller Support team.
5. Language Support
5.1. We currently offer support in the following languages:
- English
- French
- Arabic
6. Escalation Process
6.1. If your issue is not resolved to your satisfaction, you may request escalation to a senior support representative.
6.2. Escalated issues will be reviewed within 48 hours.
7. Self-Help Resources
7.1. We provide a comprehensive FAQ section on our website.
7.2. Video tutorials are available for common processes and troubleshooting.
7.3. Our community forum allows customers to share tips and solutions.
8. Feedback and Continuous Improvement
8.1. After each support interaction, you will receive a satisfaction survey.
8.2. We regularly review feedback to improve our support services.
9. Abuse Policy
9.1. We do not tolerate abusive language or behavior towards our support staff.
9.2. Repeated violations may result in restricted access to support channels.
10. Data Protection and Privacy
10.1. All support interactions are subject to our Privacy Policy.
10.2. We may request verification of your identity before discussing account-specific information.
11. Service Level Agreements (SLAs)
11.1. Premium and Business account holders may be eligible for enhanced SLAs.
11.2. Details of these SLAs are provided in separate documentation.
12. Holiday and Special Event Support
12.1. Extended support hours may be available during peak shopping seasons.
12.2. Any changes to regular support hours will be announced on our website.
13. Accessibility
13.1. We are committed to making our support services accessible to all customers.
13.2. Please inform us of any specific accessibility requirements.
14. Changes to Support Policy
14.1. Scheigen reserves the right to modify this Support Policy at any time.
14.2. Major changes will be communicated via email and on our website.
15. Contact Us
If you have any questions about this Support Policy, please contact our Customer Service team at support@scheigen.com.
Last updated: 19/08/2024
Scheigen : Your vision. Our conquest. Your satisfaction.
Scheigen is your trusted e-commerce destination where vision, conquest, and satisfaction meet. Our innovative marketplace brings together passionate sellers and discerning buyers in a dynamic and secure ecosystem.
Founded on principles of excellence and innovation, our platform offers an unparalleled shopping experience. Whether you're looking for unique products, major brands, or local treasures, Scheigen opens the doors to a world of possibilities.
For sellers, we provide powerful and intuitive tools to grow your business. For buyers, we guarantee smooth navigation, secure transactions, and first-class customer service.
At Scheigen, we believe in ethical, sustainable, and human-centered online commerce. Join us on this adventure to redefine the future of e-commerce together.
