Customer Service

Customer Service on Agbor Market Ltd

At Agbor Market Ltd, our customers are the heartbeat of our business. Our goal is to deliver an exceptional customer experience from the moment you visit our platform to the time your product arrives—and beyond. This Customer Service Policy outlines how we support, protect, and serve our customers to ensure complete satisfaction across all transactions on agbormarketltd.com.ng.

1. Our Customer Service Promise

We are committed to:

  • Prompt response to inquiries and complaints
  • Respectful and professional service
  • Transparency in policies and communication
  • Proactive support before, during, and after sales
  • Continuous improvement based on feedback

Whether you’re making a purchase, facing a delivery issue, or needing help with returns, our team is ready to support you every step of the way.

2. Channels of Communication

To ensure accessibility, Agbor Market Ltd offers multiple channels for customers to reach out:

a) Email Support

📧 support@agbormarketltd.com.ng
All emails are acknowledged within 24 hours, and complaints are resolved within 1–3 business days.

b) Live Chat

Available on our website and mobile app from 9:00 AM to 7:00 PM (Mon–Sat). Get real-time assistance from a customer care representative.

c) Phone Support

📞 Call Center Number: [Insert active customer service number]
Available from 9:00 AM to 6:00 PM, Monday to Saturday.

d) WhatsApp Support

WhatsApp Chat: [Insert WhatsApp Number]
Quick support for order updates, complaints, and vendor inquiries.

e) Social Media

You can also message us on Facebook, Instagram, or Twitter @AgborMarketLtd. Our social team responds within 12–24 hours.

3. Customer Service Hours

Day

Availability

Monday–Friday

9:00 AM – 6:00 PM

Saturday

10:00 AM – 4:00 PM

Sunday & Holidays

Closed

Outside these hours, customers can still send messages via email or chat; responses will follow during the next working hours.

4. Types of Support We Offer

a) Order Assistance

  • Help placing orders
  • Clarification on product details
  • Changing or canceling orders before shipment

b) Delivery & Tracking

  • Tracking updates
  • Delayed or missed deliveries
  • Delivery rescheduling

c) Returns & Refunds

  • Initiating a return
  • Refund status updates
  • Replacement or exchange requests

d) Product Issues

  • Missing items
  • Defective or damaged products
  • Wrong item received

e) Account & Payment Help

  • Login or account issues
  • Payment confirmation
  • Wallet or voucher inquiries

f) Vendor Support

  • Assistance with product listing
  • Vendor onboarding
  • Order fulfillment support

5. Response & Resolution Timeline

Support Type

First Response

Full Resolution

Email Inquiries

Within 24 hrs

1–3 business days

Phone Calls

Immediate

Same day

Live Chat/WhatsApp

Under 10 mins

Within 24 hrs

Returns/Refunds

Within 24 hrs

3–7 business days (after item receipt)

Product Complaints

Within 12 hrs

1–3 business days

In rare cases involving logistics or vendor backlogs, resolution times may extend slightly, but we’ll always keep you informed.

6. Customer Rights

We believe all customers deserve to:

  • Be treated with courtesy and respect
  • Receive quality goods as described
  • Get help when something goes wrong
  • Have access to fair return/refund processes
  • Get clear, truthful information about products and services

7. Feedback and Complaints

Your voice matters. We use customer feedback to improve our platform, products, and service quality.

a) Product Ratings

After each purchase, you can rate the product and vendor. This ensures transparency and quality control for future customers.

b) Complaint Escalation

Unresolved issues can be escalated to our Customer Service Supervisor or the Trust & Safety Team. You may request escalation via:

  • Email: complaints@agbormarketltd.com.ng
  • Phone: [Escalation number, if applicable]

8. Customer Loyalty & Reward System

As a way of appreciating your trust, we offer:

  • Loyalty points for repeat purchases
  • Discount codes during special promos
  • Birthday offers for registered users
  • Referral bonuses when you invite others

These programs are tied to your account, so make sure you register and stay signed in.

9. Accessibility & Inclusion

We are committed to serving all Nigerians fairly, regardless of ability, location, or status. Our website is built to be accessible across:

  • Mobile, tablet, and desktop
  • Low-bandwidth connections
  • Assistive technology (screen readers, voice commands)

For customers with disabilities, our team can assist with verbal order placement, WhatsApp interactions, and customized delivery options.

10. Customer Responsibilities

To ensure smooth service delivery, customers are expected to:

  • Provide accurate delivery addresses and contact info
  • Be available during delivery hours
  • Report any issues promptly
  • Use products as intended
  • Treat our support staff with respect

Any misuse of the platform, abusive language, or fraudulent activity may lead to account suspension.

11. Training & Quality Monitoring

All customer service staff undergo continuous training on:

  • Product knowledge
  • Conflict resolution
  • Cultural sensitivity
  • Data privacy and protection

Calls and chats may be recorded for training and quality assurance purposes.

12. Data Privacy Assurance

Agbor Market Ltd adheres strictly to data privacy regulations. Your personal data is:

  • Stored securely
  • Never shared with third parties without consent
  • Used only to provide services, fulfill orders, or contact you

For details, see our Privacy Policy.

 

13. Service Limitations

While we strive to offer 100% satisfaction, certain limits apply:

  • We cannot modify orders already shipped.
  • Refunds are issued only for eligible products (per our policy).
  • Delivery delays due to weather, strikes, or emergencies may be outside our control.

We will always do our best to keep you informed and compensated fairly where applicable.

 

14. Continuous Improvement

We are continuously upgrading our:

  • Response speed
  • Knowledge base
  • Technology tools (like chatbot integration)
  • Customer satisfaction surveys

If you have suggestions for improvement, please send them to feedback@agbormarketltd.com.ng.

 

15. Summary

At Agbor Market Ltd, you are not just a customer; you’re our priority. Our support system is built to resolve issues quickly, communicate clearly, and build lasting trust.

We believe in human-centered service, powered by technology and empathy. Our team is always just a click, call, or message away.

So, shop confidently, knowing that we’ve got your back—before, during, and after your purchase.

Thank you for choosing Agbor Market Ltd.