Support Policy Page

At Ahmed Hassan Darwish Trading, we are committed to providing excellent support to both our buyers and sellers. Our support team is here to assist you with any questions, technical issues, or concerns you may have related to the Shopping Display System (SDS). Please review the following support policies to understand how we can help.

1. General Support Services

We offer comprehensive support for:

• Technical issues with the Shopping Mall Display System (e.g., display errors, system bugs).
• Assistance with product listings for sellers (e.g., uploading content, managing listings).
• Help with navigating the platform for buyers and sellers.
• Resolution of disputes between buyers and sellers.

2. Contacting Support

You can reach our support team through the following methods:

• Email: Murtuzacf@gmail.com
• Phone: +971 55 4507096
• Live Chat: Available on our website during business hours.
• Help Desk: Submit a ticket directly on our website, and a support representative will respond within 7 business days.

3. Response Times

Our goal is to respond to all inquiries as quickly as possible. Estimated response times are:

• General Inquiries: Within 10 hours.
• Technical Issues: Acknowledgement within 10 hours, and resolution within 7 business days, depending on the complexity of the issue.
• Urgent Issues: Immediate attention will be given, and we aim to resolve these within 10 hours.

4. Support Scope

Our support team is here to help with the following:

• Platform Support: Assistance with using the Shopping Mall Display System, including login issues, account management, and troubleshooting.
• Product Display Issues: Guidance on formatting and displaying product listings correctly, as well as assistance with technical problems affecting display visibility.
• Order and Payment Issues: While sellers manage their own transactions, we offer mediation and technical support if any issues arise during the purchase or checkout process.
• Seller Assistance: Help with managing seller accounts, uploading listings, pricing adjustments, and monitoring performance metrics.
• Buyer Assistance: Support for buyers in navigating listings, placing orders, and reporting seller issues.

Note: For product-specific issues (e.g., returns, exchanges, or complaints about product quality), buyers should directly contact the seller using the information provided in their listings.

5. Seller-Specific Support

Sellers using the Shopping Mall Display System will have access to:

• Dedicated Seller Support: Our team can assist with uploading, updating, or removing product listings, and ensuring compliance with our Seller Policy.
• Technical Setup Support: Help with setting up and optimizing digital displays for better product visibility and sales.
• Performance Reports: Assistance in understanding product performance metrics and using analytics tools provided by the system.

6. Technical Support for Displays

For issues related to the actual digital display hardware or software:

• Display Installation: Our technical team will guide you through setting up and configuring the display system.
• Maintenance and Troubleshooting: If a display system malfunctions, contact us immediately. We will either guide you through the steps to resolve the issue or dispatch a technician if needed.
• System Updates: We will notify sellers in advance of any system updates or maintenance that may temporarily affect the display of your products.

7. Feedback and Suggestions

We welcome feedback on how we can improve our system and services. If you have any suggestions or ideas, please contact us at Murtuzacf@gmail.com.

8. Updates to the Support Policy

Ahmad Hassan Darwish Trading L.L.C reserves the right to update this Support Policy as needed. All significant changes will be communicated via email or through announcements on the website.

9. Contact Information

For any further questions or concerns, feel free to reach out to our support team at:

Email: Murtuzacf@gmail.com

Phone: +971 55 4507096

Live Chat: Available on our website

We are committed to ensuring a seamless experience for both buyers and sellers using our Shopping Mall Display System.