Demerch.com Support Policy

Last Updated: September 5, 2025

At Demerch.com, we are committed to providing fast, friendly, and reliable support to our buyers and sellers. This Support Policy outlines how you can reach us, what services we provide, and how we ensure your issues are resolved quickly.

1. Support Availability

Hours of Operation: Monday – Saturday, 8:00 AM – 8:00 PM (GMT).

Support Channels:

Live Chat via Demerch.com

Email: support@demerch.com

Phone: +233 0203687015

Help Center (FAQs, guides, self-service tools)

2. Types of Support Provided

We provide assistance for:

üOrder Support: Delayed, incorrect, or missing items.

üReturns & Refunds: Guidance on return requests and refund timelines.

üSeller Support: Help with product listings, account setup, and payments.

üTechnical Support: Website or app errors, login issues, or payment gateway errors.

ü General Enquiries: Policies, account verification, or marketplace rules.

3. Response Times

üLive Chat: Immediate to within 15 minutes during business hours.

üEmail Support: Within 24–48 hours.

üPhone Support: Same day, during operating hours.

4. Escalation Process

If your issue is not resolved at the first level:

üIt will be escalated to a Support Supervisor.

üFor unresolved disputes (e.g., return disagreements), the matter will move to the Dispute Resolution Team.

üCritical issues (fraud, repeated policy violations) may be escalated to Management.

 5. Customer Responsibilities

To help us assist you faster:

ü Provide accurate order details (Order ID, product name, date).

ü Be respectful to support staff.

ü Use official channels only (not personal staff contacts).

6. Continuous Improvement

We regularly monitor support interactions for quality assurance and update our processes based on customer feedback.

✅ By using Demerch.com, you agree to engage with our support team through the outlined channels and timelines.