Support Policy

1. Purpose

Koovle.com aims to provide reliable and efficient customer support to ensure a secure, smooth, and trustworthy experience for buyers, sellers, and business partners.

2. Support Channels

Koovle.com provides support through:

• App and website help center

• Official social media pages

• Customer service hotline

• Email support for detailed inquiries

3. Support Schedule

• Support is available 7 days a week

• Response time may vary based on inquiry type and verification requirements

• Issues are resolved according to priority

4. Customer Support Scope

Koovle.com assists customers with:

• Order tracking and delivery updates

• Reports for damaged, defective, incorrect, or missing products

• Product authenticity concerns

• Brand warranty support (if applicable)

• Buyer–seller dispute resolution

• Return and refund guidance

• Payment and courier-related updates

5. Seller Support Scope

Koovle.com provides registered sellers support for:

• Account onboarding and verification

• Product listing and marketplace guidelines

• Order pickup coordination

• Payment settlement after successful delivery

• Courier updates via partner services (RedX & Est First)

• Seller–buyer dispute handling

6. Dispute & Fraud Protection

Koovle.com may take action when:

• A buyer–seller dispute is raised

• Fraud or suspicious activity is detected

• Marketplace rules or legal policies are violated

• Investigation is required for reported claims

Koovle.com reserves the right to:

• Verify all claims before resolution

• Hold payments temporarily during investigation

• Take action against policy violations

7. Customer Responsibilities

For support assistance, customers must provide:

• Correct order ID or registered account details

• Valid evidence for product-related complaints

• Cooperation during verification processes

• Original condition packaging for returns (if applicable)

8. Failed Delivery Cases

Koovle.com may attempt re-delivery support when:

• The address provided is incorrect

• Customer phone number is unreachable

• Delivery fails after multiple attempts

Conditions:

• Support will assist in re-delivery coordination

• Refund will be issued only after Koovle.com assessment (if eligible)

• Items may be discarded after 3 failed delivery attempts if no resolution is completed beforehand

9. Refund Voucher Conditions

If a refund voucher is issued:

• It is sent to the registered Koovle.com email

• It can be used one time only

• No modification is allowed once issued

• Extra unused balance cannot be refunded or reused

10. Privacy & Data Protection

Koovle.com ensures:

• Customer information remains confidential

• Secure verification before providing account-related support

• No personal data is shared publicly

11. Policy Updates

Koovle.com may update this Support Policy anytime to improve service quality. Updated versions will be published on the Koovle.com Help Center.

Signed

Koovle.com Support Team
Empowering businesses. Connecting buyers. Building trust.