Support Policy Page
Support Policy for SafeTradeGH
Effective Date: October 5, 2025
At SafeTradeGH (the "App," "Site," or "Service"), operated by SafeTradeGH Ltd. ("we," "us," or "our"), we are dedicated to providing exceptional customer support to ensure a seamless ecommerce experience on our platform at safetradegh.online or our mobile application. This Support Policy outlines how we handle inquiries, issues, and assistance requests. It supplements our Terms of Service, Privacy Policy, and Refund Policy.
Our support team is available to help with account management, orders, payments, technical issues, and more. We aim to resolve concerns promptly and fairly, in line with Ghanaian consumer protection standards.
1. Ways to Contact Support
We offer multiple channels for reaching out, designed for your convenience:
- In-App Chat: Real-time messaging available 24/7 via the "Help" section in the App. Ideal for quick queries.
- Email: Send detailed issues to support@safetradegh.online. Include your account email, order number (if applicable), and a clear description.
- Phone: Call our helpline at +233-552194558 (local Ghana rates; hours: 8 AM - 8 PM GMT, Monday to Saturday).
- FAQ and Knowledge Base: Self-serve resources at safetradegh.online/help covering common topics like account setup, shipping tracking, and troubleshooting.
- Social Media: Message us on X (formerly Twitter) @SafeTradeGH or Facebook for public queries (private details via DM).
For urgent matters (e.g., payment disputes or suspected fraud), use email or phone for faster tracking.
2. Response Times
We prioritize your time and respond as follows:
- In-App Chat: Immediate (under 2 minutes during peak hours; up to 5 minutes off-peak).
- Email/Phone: Within 24 hours on business days; 48 hours on weekends/holidays.
- Complex Issues (e.g., escalations): Up to 72 hours for initial review, with status updates every 24 hours thereafter.
Response times may vary during high-volume periods, such as sales events or system maintenance. We will always acknowledge receipt and provide an estimated resolution timeline.
3. Types of Support We Provide
Our team assists with:
- Account-Related: Login issues, password resets, profile updates, or verification.
- Order and Shipping: Tracking, cancellations, delivery problems, or lost packages.
- Payments and Refunds: Billing disputes, failed transactions, or refund status (per our Refund Policy).
- Technical Support: App glitches, website errors, or device compatibility.
- Seller-Specific: Listing management, payout delays, or buyer disputes.
- Policy Guidance: Questions on Terms, prohibited items, or compliance.
We do not provide:
- Legal advice.
- Financial counseling.
- Services outside our platform (e.g., direct mediation with external couriers).
4. Escalation Process
If your initial response doesn't resolve the issue:
- Reply to the support ticket/email with additional details.
- Request escalation to a supervisor (we'll assign within 24 hours).
- For unresolved matters after 7 days, escalate to our Customer Experience Manager via escalated-support@safetradegh.online.
In cases of persistent issues, we may offer goodwill gestures like credits or expedited processing, subject to our discretion.
5. Self-Help Resources
Empower yourself with these tools:
- Help Center: Searchable articles, video tutorials, and guides.
- Community Forum: User discussions moderated by our team (at forum.safetradegh.online).
- Status Page: Real-time updates on outages at status.safetradegh.online.
Using these can often resolve issues faster than direct contact.
6. Privacy and Data Handling
All support interactions are handled confidentially in accordance with our Privacy Policy. We may record calls/chats for quality assurance (with notice). Sensitive information (e.g., payment details) is redacted and shared only with authorized personnel.
7. Limitations
Support is provided in English and local Ghanaian languages (e.g., Twi, Ga). Availability may be affected by force majeure events (e.g., network outages). We reserve the right to terminate support for abusive or fraudulent requests.
8. Changes to This Policy
We may revise this Policy to improve our services or comply with laws. Updates will be posted here with notifications via email or in-app alerts. Continued use signifies acceptance.
9. Contact Us
We're here to help—don't hesitate to reach out:
- Primary Email: support@safetradegh.online
- Phone: +233-552194558
- Postal Address: SafeTradeGH Ltd., P.O. Box 1234, Accra, Ghana
For complaints about our support process, contact the Ghana Consumer Protection Authority.
Thank you for choosing SafeTradeGH. Your feedback helps us serve you better— we're committed to turning every interaction into a positive one.
