1. Introduction

Olibaa aims to provide a clear, practical and reliable support experience for customers and sellers using the marketplace.

This Support Policy explains the types of assistance Olibaa may provide, how users should contact support, what information may be required, how support cases are reviewed and what users should expect during the support process.

Support may be available for matters involving product orders, seller accounts, customer accounts, payment issues, shipping, returns, refunds, warranties, technical problems, marketplace features, product listings and other Olibaa services.

Support availability, response times and resolution methods may vary depending on the nature, complexity and urgency of each case.

2. Scope of Support

Olibaa support may provide assistance with matters such as:

• Order information.
• Order status.
• Delivery concerns.
• Incorrect products.
• Damaged products.
• Missing products or components.
• Return requests.
• Refund status.
• Warranty guidance.
• Payment-related questions.
• Customer account access.
• Seller account questions.
• Seller listings.
• Marketplace technical issues.
• Policy clarification.

The level of support available may depend on whether the request relates to Olibaa directly, an independent seller, a delivery provider, a manufacturer, a payment provider or another third party.

3. Official Support Channels

Customers and sellers should use the official support methods made available through the Olibaa website, account area, order page or other authorized Olibaa communication channel.

Official support channels may change as Olibaa develops new tools and services.

4. Information Required for Support

To help Olibaa review an issue efficiently, customers and sellers should provide accurate and relevant information.

Depending on the issue, support may request:

• Order number.
• Customer or seller account information.
• Product name.
• Seller name.
• Description of the issue.
• Relevant dates.
• Photos.
• Videos.
• Tracking information.
• Payment reference information.
• Product serial number.
• Warranty information.
• Screenshots.

Users should only provide information reasonably necessary for the support request.

5. Support Request Process

6. Support Response Times

Olibaa aims to review support requests within a reasonable period.

Actual response and resolution times may vary depending on factors such as:

• Number of active support requests.
• Complexity of the issue.
• Availability of required evidence.
• Seller response time.
• Payment provider response time.
• Courier or logistics investigation.
• Manufacturer or service center involvement.
• Public holidays or unusually high order volumes.

A support acknowledgement should not be interpreted as final resolution of the case.

7. Order Support

Customers may contact Olibaa support regarding orders placed through the marketplace.

Order support may include help with:

• Order confirmation.
• Order processing status.
• Seller fulfillment.
• Order cancellation.
• Delivery tracking.
• Missing items.
• Incorrect products.
• Damaged products.

Customers should provide the relevant order number when requesting order support.

8. Order Cancellation Support

Olibaa may assist customers with cancellation requests where the order status allows cancellation.

Cancellation may not always be possible after an order has already been processed, packaged, shipped or handed over to a delivery provider.

Seller-initiated cancellations may also be reviewed where products are unavailable or an order cannot reasonably be fulfilled.

9. Shipping and Delivery Support

Olibaa support may assist with delivery-related questions where appropriate.

Examples include:

• Tracking updates.
• Unexpected delays.
• Failed delivery attempts.
• Incorrect delivery information.
• Package damage.
• Lost shipment concerns.

Where delivery is handled by an independent logistics provider, additional time may be required while information is obtained from that provider.

10. Damaged Product Support

Customers who receive damaged products should report the problem within the applicable return period.

Support may request:

• Photos of the product.
• Photos of the packaging.
• Shipping label photo.
• A short video showing the damage.
• Order number.

Customers should preserve relevant packaging until the issue has been reviewed where practical.

11. Wrong Product Support

If the delivered product differs from the ordered product, customers should contact support promptly.

This may include:

• Wrong model.
• Wrong color.
• Wrong size.
• Wrong quantity.
• Wrong variation.
• Completely different product.

Customers should avoid unnecessarily using an incorrect product before the support case is reviewed.

12. Missing Item Support

Support may assist where advertised accessories, components or items are missing from a delivered order.

Customers should clearly identify what was expected and what was received.

Depending on the circumstances, the seller may supply the missing item, replace the product or provide another appropriate solution.

13. Return Support

Return requests are handled according to Olibaa's applicable Return & Refund Policy.

Support can guide customers through the required process, including:

• Return eligibility.
• Supporting evidence.
• Return instructions.
• Product pickup where available.
• Product inspection.
• Replacement options.

Submitting a support request does not automatically make a product eligible for return.

14. Refund Support

Olibaa support may provide information about approved refunds and refund processing.

Refund processing time may depend on:

• Payment method.
• Bank processing.
• Payment gateway processing.
• Return inspection.
• Marketplace verification.

Where Olibaa has successfully initiated a refund, additional processing time may be required before the funds appear in the customer's external account.

15. Payment Support

Customers may contact support regarding marketplace payment issues.

Payment-related support may include:

• Payment confirmation.
• Duplicate payment concerns.
• Failed payment.
• Refund status.
• Payment method questions.

16. Cash on Delivery Support

Support may assist with eligible Cash on Delivery order issues.

Where a refund is approved for a Cash on Delivery order, the customer may need to provide valid information for an available refund method because the original payment was made in cash.

17. Warranty Support

Olibaa support may help customers understand warranty information provided in product listings.

Warranty may include:

• Manufacturer warranty.
• Seller warranty.
• Service warranty.
• Replacement warranty.

Where warranty service is handled by a manufacturer or authorized service center, Olibaa may direct the customer to the appropriate procedure.

18. Technical Product Support

Certain products may require basic troubleshooting before a defect is confirmed.

This may apply to:

• Smart Gadgets.
• Computer Accessories.
• Solar Power Equipment.
• Water Filters.
• Electronic medical equipment.

Basic troubleshooting may include checking power, charging, compatibility, installation, connection, settings or user manual instructions.

19. Smart Gadgets Support

Support for Smart Gadgets may cover basic order, compatibility, warranty, return and product issue questions.

Customers should provide the model name and relevant product details where possible.

20. Computer Accessories Support

For computer accessories, customers may be asked to provide information about the connected computer, operating environment or device compatibility.

A product that functions normally but is incompatible because the wrong specification was ordered may not qualify as defective.

21. Solar Power Equipment Support

Solar Power Equipment can involve technical installation and electrical compatibility.

For safety, customers should use qualified installers where appropriate.

Olibaa customer support should not be treated as a substitute for a qualified electrician, engineer or professional installer.

22. Water Filter Support

Support may provide marketplace assistance for Water Filters regarding orders, missing parts, defects, warranties and applicable returns.

Installation, cartridge replacement and water quality questions may require manufacturer or professional guidance depending on the product.

23. Medical & Surgical Supplies Support

Support for Medical & Surgical Supplies is limited to marketplace matters such as orders, delivery, returns, product listings and warranties.

24. Natural Products Support

Support may assist with order, delivery, packaging, expiry, wrong product and return-related questions regarding Natural Products.

Health or treatment questions concerning natural products should be directed to an appropriately qualified professional when necessary.

25. Innerwear & Fashion Support

Support may assist customers with size, variation, order, incorrect product and eligible return issues.

Hygiene-sensitive products may have additional return restrictions once opened or used.

26. Industrial Chemicals & Parts Support

Industrial products can require specialized technical knowledge.

Olibaa support may assist with marketplace matters but should not be relied upon as a substitute for qualified engineering, chemical safety or industrial advice.

Customers should verify specifications before purchasing technical components.

27. Books & Stationery Support

Support may assist with incorrect books, damaged books, missing pages, wrong editions, stationery quantity issues or other marketplace-related concerns.

28. Customer Account Support

Olibaa may provide assistance regarding customer account features, profile information, order history and account access issues where available.

Security verification may be required before certain account-related information can be discussed or changed.

29. Seller Support

Olibaa may provide sellers with assistance regarding marketplace operations.

Seller support may include:

• Seller account questions.
• Product listings.
• Category selection.
• Order processing.
• Shipping issues.
• Return and refund cases.
• Seller settlements.
• Marketplace policies.
• Technical seller dashboard issues.

30. Seller Listing Support

Seller support may help clarify listing requirements but the seller remains responsible for the accuracy, legality, authenticity and quality of the products being offered.

Olibaa support does not automatically approve misleading, prohibited or non-compliant product listings.

31. Seller Payment and Settlement Support

Sellers may contact support regarding settlement status, payout information, marketplace fees or relevant account issues.

Olibaa may request seller verification before discussing sensitive account or payout information.

32. Support for Marketplace Disputes

Where a customer and seller disagree regarding an order, Olibaa may review the available evidence.

Evidence may include:

• Product listing.
• Order details.
• Messages.
• Tracking information.
• Photos.
• Videos.
• Product serial numbers.
• Inspection results.
• Payment records.

Support may determine the appropriate marketplace action based on the available information and applicable policies.

33. Complaints

Customers and sellers may submit complaints relating to marketplace services where appropriate.

Complaints should be factual and include sufficient information for review.

Repeated duplicate complaints about the same unresolved matter may not accelerate the review process.

34. Escalation of Support Cases

Certain cases may require escalation for additional review.

This may include:

• Payment disputes.
• High-value order disputes.
• Suspected fraud.
• Product authenticity concerns.
• Serious safety complaints.
• Complex return disputes.
• Account security issues.

Escalation may increase the time required for final resolution.

35. Fraud and Abuse of Support

Users must not intentionally misuse the Olibaa support system.

Prohibited abuse may include:

• Submitting knowingly false information.
• Fabricating product damage.
• Manipulating screenshots or evidence.
• Impersonating another person.
• Threatening support staff.
• Submitting fraudulent refund requests.
• Attempting unauthorized account access.

Serious abuse may result in account restrictions or additional review.

36. Communication Standards

Customers, sellers and support representatives should communicate respectfully.

Threatening, abusive, discriminatory or harassing communication is not acceptable.

Olibaa may limit communication channels where a user repeatedly abuses support representatives or marketplace systems.

37. Privacy and Support Data

Information provided during support interactions may be used to review and resolve the request, protect marketplace security, prevent fraud, maintain transaction records and comply with applicable requirements.

Users should avoid providing unnecessary sensitive personal information.

38. Third-Party Services

Some support issues may depend on third-party services such as:

• Payment providers.
• Banks.
• Mobile financial services.
• Courier companies.
• Manufacturers.
• Authorized service centers.

Olibaa may assist by communicating relevant information, but third-party processing times and decisions may remain outside Olibaa's direct control.

39. What Olibaa Support Cannot Guarantee

Olibaa support cannot guarantee:

• Immediate resolution of every issue.
• A refund where refund eligibility does not exist.
• A return outside applicable policy requirements.
• Availability of replacement stock.
• Third-party bank processing times.
• Courier delivery times outside reasonable marketplace control.
• Manufacturer warranty decisions controlled by the manufacturer.

40. Support Best Practices for Customers

41. Support Best Practices for Sellers

42. Emergency Situations

Olibaa support is not an emergency service.

Where there is an immediate risk to health, safety, property or life, users should contact the appropriate emergency service or qualified professional rather than relying solely on marketplace support.

43. Policy Interpretation

This Support Policy should be interpreted together with other applicable Olibaa policies.

Where a more specific policy applies to an issue, such as the Return & Refund Policy, Seller Policy, Shipping Policy or Privacy Policy, the more relevant policy may govern that particular matter.

44. Changes to This Support Policy

Olibaa may update this Support Policy to reflect changes in marketplace services, technology, payment methods, support tools, product categories, business processes or applicable requirements.

Updated terms may be published on this page.

Users are encouraged to review Olibaa policies periodically.

45. Contact Olibaa Support

For assistance with an Olibaa order, payment, return, seller account, product issue or other marketplace matter, please use the official support options available on the Olibaa website.

Please include the relevant order number, product details and a clear description of the issue whenever applicable.