At AFRINEEDS, we are committed to delivering a seamless and trusted user experience. Our Support Policy outlines how customers, vendors, and employers can access assistance, report issues, and receive resolutions in a timely and professional manner.

1. Scope of Support

AFRINEEDS offers support to the following categories of users:

· Employees (Buyers): Support with ordering, payments, wallet funding, deliveries, and returns.

· Vendors (Sellers): Support with onboarding, product listing, order fulfillment, inventory management, and payouts.

· Employers: Support with employee enrollment, payroll integration and reporting.

2. Support Channels

AFRINEEDS provides support through the following official channels:

3. Support Response Times

4. Employee (Buyer) Support

We support employees with:

· Account creation and login issues

· Product ordering and payment support

· Delivery tracking and complaints

· Refunds and return processing

Refund Policy: Refunds are processed within 5–7 business days after complaint resolution and return validation.

5. Vendor (Seller) Support

We support vendors with:

· Account registration and verification

· Product listing and pricing

· Inventory and stock management

· Order processing and fulfillment guidance

· Payment settlements and commissions

· Policy clarifications

Vendor Payout Schedule: Payouts are made weekly or monthly, based on successful order delivery and customer confirmation.

6. Employer Support

We support employers with:

· Organization onboarding

· Accessing biweekly or monthly expenditure reports

Payroll Integration Support: A dedicated onboarding specialist will assist with API integration or report format alignment, as required.

7. Complaint Handling Process

Step 1: Submit Complaint

Users should submit complaints via the in-app form or email, stating:

· Order number (if applicable)

· Nature of complaint

· Supporting evidence (e.g., photos, receipts)

Step 2: Acknowledgment

Complaints are acknowledged within 2 hours during business hours.

Step 3: Investigation

Our support team investigates with delivery partner, or internal systems depending on the issue.

Step 4: Resolution

Resolution is communicated within the timeline stated in Section 3.

9. Code of Conduct for Support

AFRINEEDS maintains a respectful and safe environment for support interactions. We expect:

· Courtesy and patience from all parties

· No abusive or threatening language

· Cooperation with support instructions

Failure to maintain respectful conduct may result in limited access to support services or platform suspension.

10. System Maintenance and Downtime Support

AFRINEEDS will notify users at least 24 hours in advance of planned maintenance that may affect order placement, wallet funding, or dashboard access. In the case of unplanned outages, our technical team will post live updates on the status page and communicate via email and social media.

11. Feedback and Continuous Improvement

We actively use feedback to improve our support systems. Users can rate their experience after each support interaction and are encouraged to submit suggestions to feedback@afrineeds.com.

12. Contact Directory (Quick Reference)

Last Updated: May 22, 2025
AFRINEEDS Team