Dzili.com Support Policy

1. Introduction

Dzili.com is committed to providing excellent customer support to ensure a seamless shopping experience for both buyers and sellers. This Support Policy outlines how we handle inquiries, complaints, returns, and other support-related matters.

2. Support Channels

You can reach our support team through the following channels:

• Live Chat: Available on our website and mobile app.
• Email Support: support@dzili.com
• Phone Support: [Insert Phone Number]
• Help Center: FAQs and self-help guides are available on our platform.

3. Support Availability

• Operating Hours: 9:00 AM – 9:00 PM (Local Time)
• Response Time:
  • General inquiries: Within 24 hours
  • Urgent issues (e.g., order delays, payment issues): Within 12 hours
  • Technical issues: Up to 48 hours

4. Order-Related Support

4.1 Order Tracking

Customers can track their orders via their Dzili.com account under the "My Orders" section.

4.2 Modifications & Cancellations

• Orders can be modified or canceled before shipment.
• Once shipped, cancellations are subject to the vendor's policy.

4.3 Delayed Orders

If an order is delayed beyond the estimated delivery time, customers can contact support to request an update or a possible refund (depending on vendor policies).

5. Returns & Refunds

5.1 Return Policy

• Customers can request a return within [X] days of receiving their order.
• Items must be unused, in original packaging, and meet return eligibility criteria.
• Some items (e.g., perishable goods, hygiene products) may not be returnable.

5.2 Refund Policy

• Refunds are processed within [X] business days after return approval.
• Refunds may be issued via original payment method or Dzili Wallet for future purchases.

6. Vendor Support

• Vendors can reach our dedicated seller support team via email or dashboard chat.
• Issues related to order fulfillment, payments, or product listing violations will be addressed within [X] hours/days.

7. Dispute Resolution

In case of disputes between buyers and vendors, Dzili.com will act as a mediator and may take appropriate actions based on evidence provided.

8. Technical Support

For app or website issues (e.g., login problems, payment errors), users can:

• Clear cache and cookies
• Update the app
• Contact technical support if the issue persists

9. Fraud Prevention & Policy Violations

Dzili.com reserves the right to suspend accounts involved in fraud, misrepresentation, or violation of marketplace policies.

10. Policy Updates

Dzili.com may update this Support Policy periodically. Users will be notified of any major changes.