BIGXMARTS CUSTOMER & VENDOR SUPPORT POLICY

1. Introduction
At BigXmarts, our goal is to provide customers and vendors with a reliable, convenient and professional marketplace experience.
This Support Policy explains how customers and vendors can contact BigXmarts, the types of assistance available, expected response times, complaint handling procedures, and the responsibilities of users when seeking support.
BigXmarts is committed to handling support requests fairly, respectfully and efficiently.
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2. Who This Policy Applies To
This Support Policy applies to:
- Customers purchasing products through BigXmarts;
- Vendors selling products through BigXmarts;
- Delivery partners working with BigXmarts;
- Registered users of the BigXmarts platform; and
- Visitors who require assistance regarding BigXmarts services.
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3. Areas Covered by BigXmarts Support
BigXmarts Support may assist with matters including:
Customer Support
- Account registration and login issues;
- Product enquiries;
- Placing orders;
- Order status;
- Payment issues;
- Delivery enquiries;
- Missing orders;
- Wrong products;
- Damaged or defective products;
- Returns and refunds;
- Exchanges and replacements;
- Vendor-related complaints;
- Promotional offers;
- Website or application problems; and
- General questions about BigXmarts.
Vendor Support
- Vendor registration;
- Vendor account management;
- Product listing;
- Product information;
- Orders;
- Payments and settlements;
- Returns and refunds;
- Vendor dashboard issues;
- Customer complaints;
- Delivery coordination;
- Marketplace policies;
- Account verification; and
- Technical problems.
Delivery Support
Where applicable, BigXmarts Support may assist with:
- Delivery status;
- Rider coordination;
- Incorrect delivery information;
- Failed deliveries;
- Delayed deliveries;
- Missing packages;
- Delivery complaints; and
- Delivery-related disputes.
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4. Official Support Channels
Customers and vendors should contact BigXmarts only through the official support channels published on the BigXmarts platform.
Website: [Insert Website]
Customer Support Email: [Insert Email]
Phone: [Insert Phone Number]
WhatsApp: [Insert WhatsApp Number]
Support Hours: [Insert Support Hours]
BigXmarts may add, remove or change support channels from time to time.
Users should be cautious of individuals claiming to represent BigXmarts through unofficial accounts or numbers.
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5. Support Hours
BigXmarts will publish its normal customer and vendor support hours on its official platform.
Requests received outside normal support hours may be handled on the next available business day.
Certain urgent issues, such as payment problems, security concerns or serious delivery issues, may receive priority where appropriate.
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6. Response Times
BigXmarts aims to respond to support requests as quickly as reasonably possible.
Indicative response times may be:
Support Request| Target Initial Response
General enquiry| Within 24 hours
Order enquiry| Within 24 hours
Delivery issue| Within 24 hours
Payment issue| Within 24 hours
Return/refund request| Within 24–48 hours
Vendor support| Within 24–48 hours
Technical issue| Within 24–72 hours
Serious complaint/dispute| Within 48 hours
These are target response times and are not guaranteed deadlines.
Complex matters may require additional time to investigate.
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7. How to Submit a Support Request
To help BigXmarts resolve an issue quickly, customers and vendors should provide:
- Full name;
- Registered phone number or email;
- Order number, where applicable;
- Vendor name, where applicable;
- Description of the problem;
- Date and time of the transaction, where relevant;
- Photographs, screenshots or videos where useful; and
- Any other information reasonably required to investigate the matter.
Providing incomplete information may delay the resolution of a support request.
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8. Order Support
Customers may contact BigXmarts regarding:
- Orders that have not been confirmed;
- Orders that are delayed;
- Orders marked as delivered but not received;
- Incorrect products;
- Missing items;
- Damaged products;
- Cancelled orders;
- Duplicate orders; and
- Other order-related problems.
BigXmarts may investigate the order using available order, payment, vendor and delivery records.
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9. Payment Support
Customers should contact BigXmarts Support if they experience problems involving:
- Failed payments;
- Duplicate charges;
- Payment deducted without order confirmation;
- Incorrect payment amounts;
- Refund delays;
- Mobile Money payment issues;
- Card payment issues; or
- Other payment-related concerns.
For security reasons, BigXmarts will never ask customers to disclose their:
- Mobile Money PIN;
- Bank PIN;
- Card PIN;
- Password;
- One-Time Password (OTP); or
- Other confidential authentication credentials.
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10. Delivery Support
If an order is delayed, lost, incorrectly delivered or otherwise affected during delivery, BigXmarts may investigate the matter with the relevant vendor and delivery partner.
Customers should provide accurate delivery information and remain reasonably available to receive their orders.
Where a delivery failure is caused by inaccurate information supplied by the customer, additional delivery arrangements or charges may apply where legally permitted.
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11. Return, Exchange and Refund Support
Customers who need assistance with a return, exchange or refund should follow the BigXmarts Return, Exchange & Refund Policy.
Support may include:
- Creating a return request;
- Providing return instructions;
- Coordinating collection;
- Communicating with the vendor;
- Investigating defective or incorrect products;
- Tracking a refund; and
- Resolving return-related disputes.
BigXmarts will not use this Support Policy to remove or restrict any mandatory consumer rights.
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12. Vendor Support
Vendors are an important part of the BigXmarts marketplace.
Vendor Support may assist with:
- Vendor onboarding;
- Account verification;
- Product uploads;
- Product pricing;
- Order management;
- Customer complaints;
- Return requests;
- Payment and settlement enquiries;
- Delivery issues;
- Marketplace rules;
- Technical problems; and
- Account-related issues.
Vendors are expected to respond promptly to legitimate customer issues and cooperate with BigXmarts investigations.
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13. Technical Support
If a customer or vendor experiences a technical problem with the BigXmarts platform, they should provide:
- A description of the problem;
- The device being used;
- Relevant screenshots;
- The page or feature affected; and
- Any error message displayed.
BigXmarts may investigate technical problems and may provide troubleshooting instructions or escalate the issue to the relevant technical team.
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14. Complaints
BigXmarts takes complaints seriously.
Customers and vendors may submit complaints relating to:
- Products;
- Vendors;
- Customers;
- Delivery partners;
- Payments;
- Customer service;
- Returns;
- Refunds;
- Account restrictions;
- Website functionality; or
- Other BigXmarts services.
Complaints should contain sufficient information for BigXmarts to investigate the matter.
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15. Complaint Investigation
When investigating a complaint, BigXmarts may review:
- Order information;
- Payment records;
- Delivery records;
- Product information;
- Messages between users;
- Photographs or videos;
- Vendor information;
- Account activity; and
- Other relevant information.
BigXmarts may contact the parties involved to obtain additional information.
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16. Dispute Resolution
Where a dispute occurs between a customer and vendor, BigXmarts may attempt to facilitate a fair resolution.
Depending on the circumstances, BigXmarts may:
- Request evidence from both parties;
- Contact the vendor;
- Contact the delivery partner;
- Review transaction records;
- Arrange a return;
- Recommend a replacement;
- Facilitate a refund where applicable; or
- Take appropriate action under BigXmarts marketplace rules.
Nothing in this section prevents a customer or vendor from exercising rights available under applicable law.
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17. Escalation
If a customer or vendor believes that a support request has not been properly resolved, they may request escalation.
An escalated complaint may be reviewed by a senior member of the BigXmarts management or support team.
The user may be asked to provide:
- Original complaint reference;
- Order number;
- Previous communication;
- Supporting evidence; and
- Explanation of why further review is required.
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18. Priority Support
Certain matters may receive priority treatment, including:
- Suspected account compromise;
- Payment-security concerns;
- Fraud reports;
- Serious safety concerns;
- Lost or incorrectly delivered orders;
- Significant service disruptions; and
- Other matters that BigXmarts reasonably considers urgent.
Priority treatment does not necessarily mean that the matter will be resolved immediately.
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19. Account Security
Customers and vendors are responsible for protecting their account credentials.
Users should:
- Keep passwords confidential;
- Use strong passwords;
- Avoid sharing login information;
- Log out from shared devices;
- Report suspected account compromise immediately; and
- Avoid clicking suspicious links claiming to be from BigXmarts.
If an account is suspected to have been compromised, the user should contact BigXmarts through an official support channel.
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20. Respectful Communication
BigXmarts expects customers, vendors, employees and delivery partners to communicate respectfully.
Support staff should not be subjected to:
- Threats;
- Harassment;
- Abusive language;
- Discrimination;
- Intimidation;
- Repeated malicious contact; or
- Attempts to obtain unauthorized benefits through threats or deception.
BigXmarts may restrict communication where necessary to protect staff, customers, vendors and the integrity of the platform.
Legitimate complaints will continue to be handled fairly.
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21. Fraud and Suspicious Activity
Users should report suspected:
- Fraud;
- Fake products;
- Payment scams;
- Account takeover;
- Fake BigXmarts representatives;
- Suspicious vendors;
- Suspicious customers;
- Delivery fraud; or
- Other marketplace abuse.
BigXmarts may investigate reports and take appropriate action in accordance with its policies and applicable law.
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22. Privacy and Support Requests
Information provided to BigXmarts during a support request may be used to:
- Verify the user's identity;
- Investigate the issue;
- Process an order;
- Process a return or refund;
- Communicate with vendors or delivery partners;
- Prevent fraud;
- Improve customer service; and
- Comply with legal obligations.
BigXmarts will handle personal information in accordance with its Privacy Policy and applicable Ghanaian data-protection requirements.
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23. Third-Party Vendors and Service Providers
Some support matters may require BigXmarts to communicate with:
- Vendors;
- Delivery partners;
- Payment service providers;
- Banks;
- Mobile Money providers;
- Technology providers; or
- Other authorized service providers.
Only information reasonably necessary to resolve the relevant issue should be shared, subject to applicable law and BigXmarts' Privacy Policy.
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24. Support Limitations
BigXmarts will make reasonable efforts to assist users, but certain matters may be outside BigXmarts' direct control.
Examples may include:
- Bank processing delays;
- Mobile Money provider outages;
- Internet-service interruptions;
- Third-party payment gateway problems;
- Delivery disruptions;
- Government restrictions;
- Natural disasters;
- Force majeure events; or
- Other circumstances beyond BigXmarts' reasonable control.
BigXmarts will nevertheless make reasonable efforts to communicate important disruptions to affected users.
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25. No Unauthorized Support Payments
BigXmarts customers and vendors should not make payments to individuals claiming that payment is required to:
- Unlock an account;
- Process a refund;
- Release an order;
- Approve a vendor;
- Increase product visibility; or
- Provide special support,
unless the payment is clearly communicated through an official BigXmarts channel.
When in doubt, contact BigXmarts through the official support details published on the platform.
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26. Feedback
BigXmarts welcomes feedback from customers and vendors.
Feedback may be used to improve:
- Customer service;
- Website functionality;
- Vendor services;
- Delivery operations;
- Product quality;
- Payment processes; and
- Overall marketplace experience.
Users may submit feedback through the official BigXmarts support channels.
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27. Changes to This Support Policy
BigXmarts may update this Support Policy from time to time to reflect changes in:
- Business operations;
- Technology;
- Customer-service procedures;
- Marketplace requirements;
- Applicable laws; or
- Available support channels.
The updated policy will be published on the BigXmarts platform.
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28. Contact BigXmarts Support
For support, complaints or assistance, please contact:
BigXmarts
Website: [Insert Website]
Email: [Insert Support Email]
Phone: [Insert Phone Number]
WhatsApp: [Insert WhatsApp Number]
Support Hours: [Insert Support Hours]
Business Address: [Insert Business Address]
Please include your order number or vendor account details where applicable.
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29. Final Statement
BigXmarts is committed to providing customers and vendors with reliable, professional and accessible support.
We believe that good customer service is an essential part of building a trusted marketplace.
BigXmarts — Think Globally. Shop Locally.

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