Support Policy
This Support Policy outlines the support services provided by Shop Real Nigeria to its users, including buyers and sellers, on the Shop Real Nigeria platform (www.shopreal.ng). We are committed to providing timely and effective support to ensure a positive experience for all members of the Shop Real Nigeria community.
1. Support Channels:
Shop Real Nigeria offers support through the following channels:
- Email: You can reach us at info@shopreal.ng. Please include a detailed description of your issue, relevant order numbers (if applicable), and any screenshots that may be helpful.
- Phone: You can contact us at +2348060851269 during our business hours (Monday-Friday, 9:00 AM – 5:00 PM Nigerian Time].
- Contact Form: A contact form may be available on the Shop Real Nigeria website for submitting inquiries.
- FAQ Section: We maintain a Frequently Asked Questions (FAQ) section on our website to address common queries. We encourage you to consult the FAQ before contacting support.
2. Support Scope:
Our support team can assist with the following:
- Account Issues: Including registration, login problems, password recovery, and account verification.
- Order Inquiries: Tracking orders, order status updates, cancellations, and returns.
- Payment Issues: Questions related to payment methods, processing, refunds, and disputes.
- Product Information: Clarification on product details, availability, and seller information.
- Technical Issues: Problems with the Shop Real Nigeria website, including bugs, errors, and navigation difficulties.
- Seller Support: Guidance for sellers on listing products, managing inventory, processing orders, and using seller tools.
- Dispute Resolution: Assistance in resolving disputes between buyers and sellers, in accordance with our Dispute Resolution Policy.
3. Response Times:
We strive to respond to all inquiries within 24-48 business hours. However, response times may vary depending on the volume of inquiries and the complexity of the issue. Inquiries submitted outside of business hours will be addressed on the next business day.
4. Exclusions:
Shop Real Nigeria support does not cover the following:
- Product-Specific Issues: Warranty claims, product defects, or returns are generally handled directly between the buyer and the seller. Shop Real Nigeria may intervene in certain situations as outlined in our Dispute Resolution Policy.
- Technical Support for Personal Devices: We do not provide technical support for your personal computers, smartphones, or internet connections.
- Issues Related to Third-Party Services: We are not responsible for issues with third-party services, such as payment gateways or shipping carriers. You will need to contact the respective service provider for assistance.
- Requests for Information Not Related to Shop Real Nigeria: We cannot provide information that is not directly related to the Shop Real Nigeria platform or its services.
5. Policy Updates:
Shop Real Nigeria reserves the right to update or modify this Support Policy at any time without prior notice. Any changes will be posted on this page.
6. Contact Information:
Office: 12 Wole Cole Street, Ijeshatedo Surulere Lagos
Phone: +2348060851269
Email: info@shopreal.ng