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Dispute Resolution Policy
Dispute Resolution Policy
This policy provides guidance to customers on how to report issues or complaints and resolve disputes.
How can I report an issue or complaint?
To report an issue or a complaint you can use the email addresses ([email protected]) to reach the right team directly.
1. Issue a reference number for the complaint for tracking purposes.
2. Send you regular email updates on the steps taken to resolve the issue in the event that it is not resolved upon first contact.
3. Notify you via email once the matter has been resolved and seek your confirmation of your level of satisfaction with resolution.
Where possible we will attempt to resolve issues at the first point of contact with the customer service team.
If our customer service team is unable to resolve your issue within 24 hours of your first contact a member of the issue resolution team will undertake an investigation.
The issue resolution team may request additional information from you and they will investigate the issue considering all relevant circumstances and information available. You will be informed of their findings within 48 hours of your first contact.
In the event that the issue is not resolved within 48 hours of your first contact it will be automatically escalated to the customer experience team as the final level of escalation. We endeavour to resolve all issues within 5 days of your first contact.
How can I report an issue or complaint?
To report an issue or a complaint you can use the email addresses ([email protected]) to reach the right team directly.
1. Issue a reference number for the complaint for tracking purposes.
2. Send you regular email updates on the steps taken to resolve the issue in the event that it is not resolved upon first contact.
3. Notify you via email once the matter has been resolved and seek your confirmation of your level of satisfaction with resolution.
What happens if my issue or complaint is not resolved to my satisfaction?
ELGE E-ECOMMERCE COMPANY LIMITED operates the escalation process set out below to ensure the timely and satisfactory resolution of all issues.Where possible we will attempt to resolve issues at the first point of contact with the customer service team.
If our customer service team is unable to resolve your issue within 24 hours of your first contact a member of the issue resolution team will undertake an investigation.
The issue resolution team may request additional information from you and they will investigate the issue considering all relevant circumstances and information available. You will be informed of their findings within 48 hours of your first contact.
In the event that the issue is not resolved within 48 hours of your first contact it will be automatically escalated to the customer experience team as the final level of escalation. We endeavour to resolve all issues within 5 days of your first contact.