Support Policy Page
1) Purpose & Scope
This Support Policy explains how Niplug.shop (“Niplug”, “we”, “our”) supports Shoppers and Vendors using the Niplug e‑commerce platform. It covers contact channels, service hours, response targets, escalation paths, and key responsibilities.
Quick summary:
Who we support: Shoppers and Vendors on Niplug.shop
Hours (EAT): Mon–Sat 9:00–18:00; emergency outage support 24/7
Channels: Email, WhatsApp/Phone, In‑app Help, and Training sessions
Targets: Urgent 2–4 hrs; High 8 business hrs; Normal 1 business day; Low 2 business days
2) Who We Support
Shoppers: People who browse, place orders, and pay on Niplug.shop.
Vendors: Businesses/creators who list products and receive orders on Niplug.shop.
Each Vendor is responsible for their own product content, pricing, inventory, order fulfillment, and store‑level customer service (e.g., product questions, delivery coordination, returns). Niplug provides platform‑level support (e.g., account access, payments processing, policy enforcement, dispute mediation).
3) How to Reach Us
Email: support@niplug.shop
WhatsApp/Phone: +254 726 580 947
In‑App Help: “Help & Support” from your dashboard (submit a ticket, live chat when available)
Training & Onboarding: Group webinars and 1:1 sessions by request (see §5)
Security Note: We will never ask for your full password or OTP. If someone does, stop and contact support immediately.
4) Support Hours (Africa/Nairobi, EAT)
Standard hours: Monday–Saturday, 09:00–18:00
Sundays & Public Holidays: Monitoring only; responses may be slower
Emergency support (platform outage or payments incident): 24/7
5) Response Time Targets (SLAs)
We aim to acknowledge and resolve enquiries within the timeframes below (measured during business hours):
| Priority | Examples | First Response | Target Resolution |
|---|---|---|---|
| Urgent | Platform outage; payments system down; security breach | 2–4 hours | Same day where possible |
| High | Failed withdrawal; duplicate/blocked charge; account lockout | 8 business hours | 1 business day |
| Normal | Product listing help; store setup; order visibility; non‑blocking bugs | 1 business day | 2–3 business days |
| Low | General guidance; feature requests; training scheduling | 2 business days | As agreed |
If an issue requires Vendor action (e.g., order not shipped), our timelines depend on the Vendor’s responsiveness.
6) Onboarding, Training & Self‑Help
Getting started (Vendors): Store creation, brand identity setup, product uploads, pricing, shipping/fulfillment methods, and policy templates.
Live sessions: Weekly group trainings (calendar announced via email/WhatsApp). 1:1 onboarding available for new Vendors by request.
Guides & FAQs: Step‑by‑step articles (dashboard → Help) including how to log in, add products, check orders/sales, and process withdrawals.
7) Account & Security Support
Login issues (password reset, 2‑step verification)
Account verification (KYC) and profile updates
Store access recovery and role management for team members
Security checks in case of suspected compromise
We may require identity verification before performing sensitive changes.
8) Orders, Payments & Withdrawals
Shoppers
Order status, payment confirmation, and receipt queries
Delivery coordination (with Vendor) and non‑delivery reports
Dispute filing if a Vendor is unresponsive (see §10)
Vendors
Order visibility and notifications
Payout schedule, withdrawal requests, and reconciliation support
Resolving failed/returned payouts and bank/M-Pesa details updates
Typical payout timelines are communicated in your dashboard; bank/M‑Pesa settlement times may vary by provider.
9) Returns, Exchanges & Refunds
Store‑level policies: Each Vendor must publish a clear Returns/Exchanges policy including eligibility, timelines, and condition of goods.
Minimum standard (recommended): Requests accepted within 7 days of delivery for eligible items; refunds issued within 7–10 business days after approved returns.
Non‑returnable items may include perishable, custom, or hygiene‑sensitive goods (must be disclosed on the product page).
Process: Shopper contacts Vendor → Vendor resolves per policy → If unresolved, Shopper may escalate to Niplug (see §10).
10) Escalation & Dispute Resolution
Store Level: Shopper and Vendor attempt resolution using the Vendor’s stated policy.
Niplug Mediation: If no resolution within 3 business days, submit a ticket with order ID and evidence (messages, photos, receipts). We will assess fairly and may request additional information.
Final Determination: Niplug may issue a recommendation or platform action based on policies, evidence, and compliance history. Repeated violations can lead to account limits or suspension.
11) Content, Conduct & Compliance
Prohibited content: Illegal goods, counterfeit items, restricted products, and misleading claims.
Conduct: No harassment, hate speech, or fraudulent activity.
Compliance: Vendors must comply with applicable laws (consumer protection, taxes, data protection) and with Niplug’s Terms and Listing Standards.
Violations may result in content removal, feature limits, holds on payouts, or account suspension.
12) Maintenance & Downtime
We may perform scheduled maintenance (usually off‑peak). Notices will be posted in advance via dashboard/WhatsApp where possible. In case of unplanned outages, we will provide updates and ETAs on restoration as information becomes available.
13) Data Privacy
We handle personal data according to our Privacy Policy and applicable data‑protection laws. Support interactions are logged to improve service quality. Do not share full card numbers, full passwords, or OTPs with anyone—including support staff.
14) Feedback & Improvements
We welcome feedback on features and support quality. Submit ideas via the in‑app feedback form or email support@niplug.shop. We prioritize improvements that increase safety, reliability, and seller/buyer success.
15) Policy Changes
We may update this Support Policy to reflect new features, laws, or operational needs. Material changes will be announced via dashboard notice or email.
Contact
Niplug.shop Support
Email: niplug@paysokosystems.com
WhatsApp/Phone: +254 794403000
Hours: Mon–Sat 09:00–18:00 (EAT); Emergency outage support 24/7
