A strong Support Policy is the backbone of customer trust. For Izonie.com, this policy needs to balance professional reliability with the accessibility of a modern marketplace.

Here is a drafted support policy tailored to your brand identity.

Izonie Customer Support Policy

1. Our Commitment

At Izonie, our goal is to provide a "Frictionless Marketplace." We are committed to resolving your queries with speed, transparency, and fairness. Whether you are a buyer or a seller, our support team is here to ensure your journey on Izonie is successful.

2. Support Channels

To ensure you can reach us whenever you need help, we provide the following official channels:

• Live Chat: Available on the Izonie website and mobile app (Monday – Saturday, 8:00 AM to 8:00 PM).

• Email Support: Reach us at support@izonie.com for detailed inquiries.

• Help Center: A comprehensive library of FAQs and "How-to" guides available 24/7 at izonie.com/help.

• Social Media: Direct Message us on our official verified handles (Facebook, Instagram, and Tiktok).

3. Response Timelines

We value your time. Our team strives to meet the following service levels:

• Live Chat: Initial response within 2–5 minutes during business hours.

• Email: Response within 24 hours.

• Dispute Resolution: For issues involving third-party sellers, we aim for a resolution within 3–5 business days.

4. Issue Categorization

To help us serve you better, please categorize your request when contacting us:

• Order Status: Tracking, delays, or delivery issues.

• Payments: Failed transactions, refunds, or wallet balance.

• Technical Support: Account login, app bugs, or website errors.

• Returns: Initiating a return or checking refund status.

• Seller Support: For registered vendors regarding listings and payouts.

5. Escalation Process

If you feel your issue has not been resolved satisfactorily through our standard channels, you may request an Escalation.

1. Ask the support agent to "Escalate to a Supervisor."

2. A senior team member will review your case and contact you within 48 hours.

6. Code of Conduct

We believe in mutual respect. Our support agents are here to help, and we expect:

• Clear Communication: Provide order numbers and photos where applicable.

• Professionalism: We maintain a zero-tolerance policy for abusive language or harassment towards our staff. We reserve the right to terminate support sessions if this is breached.

7. Feedback and Improvements

Izonie is built for you. After every support interaction, you will have the opportunity to rate your experience. We use this data to constantly improve our platform.