About This Policy
At Verve and Vault, we are committed to delivering a seamless and user-friendly shopping experience. While we strive for excellence, disputes between customers and sellers—or with Verve and Vault—may occasionally arise. This policy outlines the steps customers should take to report issues and how disputes are managed and resolved.
How Can I Report an Issue or Complaint?
You can report an issue by contacting our Customer Service via:
- Phone: +234 704 694 6667
- Live Chat: Available on our website
For faster resolution of specific concerns, you may be directed to the appropriate team via dedicated email addresses or contact forms.
What Happens After I Report an Issue?
- Record Your Details
We collect your name, contact information, and a clear description of the issue. - Issue a Reference Number
You’ll receive a complaint reference number for tracking. - Provide Regular Updates
We’ll send progress updates via email if the issue is not resolved immediately. - Confirm Resolution
We’ll notify you via email once resolved and request confirmation of your satisfaction.
What If My Complaint Is Not Resolved to My Satisfaction?
We follow a structured escalation process to ensure fair resolution:
- First Contact Resolution: Most issues are resolved by our customer service team at first contact.
- Issue Resolution Team: If unresolved within 24 hours, your case is escalated to our specialists who will:
- Investigate the issue
- Request any needed information
- Provide feedback within 48 hours
- Final Escalation: If still unresolved, the case moves to the Customer Experience Team for final handling.
We aim to resolve all disputes within 5 business days from the first contact.
Can I Contact Sellers Directly?
Verve and Vault will attempt to mediate and resolve disputes with sellers. You may request the seller’s direct contact information via our customer service team if necessary.
What If a Seller Refuses to Cooperate?
Sellers are expected to engage in the dispute resolution process in good faith. Failure to cooperate may lead to restrictions or permanent suspension of their Verve and Vault seller account.