Support Policy — Ancient Mall

Effective date: [Insert date]
Last updated: [Insert date]
Website: https://ancientsmall.com

1. Our commitment

Ancient Mall aims to provide respectful, clear and fair assistance to buyers, sellers and delivery personnel. We investigate concerns using the available records, explain decisions and keep users informed when a case needs more time.

This policy describes support handling. It does not replace the Return and Refund Policy, Privacy Policy, Seller Policy or legal rights.

2. Contact channels

• General, buyer, seller and delivery support: [email protected].
• Privacy and personal-data requests: [email protected]; requests may also be sent to the general address.
• In-app support: Use the support option where available in your version of the app.

Requests may be submitted at any time, but submission does not mean continuous live staffing. Business days are Monday to Friday, excluding public holidays in Ghana. Business-day targets use Ghana time (GMT/UTC+0). No telephone or live-chat service is promised unless officially published by Ancient Mall.

3. What we can help with

We handle account access, order status, delivery problems, payment queries, returns, refunds, seller onboarding, listings, eligible payout issues, technical faults, suspicious activity, prohibited goods and privacy requests. We may coordinate with a seller, courier or payment provider, but will explain the next step and the information needed.

We cannot guarantee recovery of money sent outside Ancient Mall's authorised payment process. We can still receive and investigate a report of platform-related misconduct. Support cannot bypass identity checks, lawfully required restrictions or payment-provider verification.

4. Information to include

Give your registered name and contact details, your role, any order or case number, a concise explanation, relevant dates and your preferred outcome. Attach relevant screenshots, receipts or photographs if available. For technical issues, include the app version, device type and steps that reproduce the problem.

Useful email subjects include Order Support — [Order Number], Seller Support — [Issue], Delivery Support — [Order Number], Refund Follow-up — [Case Number], and Privacy Rights Request.

Send only information relevant to the case. Redact unrelated financial information. We may verify ownership before disclosing account details or changing sensitive information, using a proportionate and secure process.

5. Response and resolution targets

An initial response is not necessarily a resolution. Cases involving evidence checks or external providers may take longer. We will explain the delay and give a revised update date. These targets never extend a legal refund or privacy deadline.

6. How a case is handled

1. Record: We log the request and provide a reference where available.
2. Assess: We identify the issue, urgency, relevant policy and any verification needs.
3. Investigate: We examine proportionate evidence and seek input from affected parties where appropriate.
4. Resolve: We explain the outcome, reasons and any refund, corrective action or next step.
5. Review: You may challenge an outcome or provide new relevant evidence.

Where further information is needed, we will explain what is missing. We may administratively close a case after reminders if we cannot proceed without a response. Administrative closure does not extinguish an otherwise valid claim or legal right.

7. Escalation and appeals

If an initial response does not address the issue, reply in the same email thread with Escalation — [Case Number]. Explain the unresolved point and the remedy sought. Request a supervisor or another appropriate reviewer, where available.

Appeals against account suspensions should be submitted within 14 calendar days of notification, consistent with the Seller Policy. For other decisions, contact us promptly; no shorter statutory claim period is created by this policy.

We will consider relevant evidence from both sides. An internal decision concludes that review only. Users remain free to approach a competent regulator, payment provider, mediator by agreement or court. You do not need to complete internal support steps before taking action required to protect a legal deadline.

8. Urgent security and safety concerns

For suspected account compromise, fraud or unauthorised access, email [email protected] with URGENT: Privacy Concern or URGENT: Account Security, as appropriate. Secure your account and contact your payment provider promptly where a payment may be affected.

For immediate physical danger, contact local emergency services. Stop using a product that appears unsafe and preserve relevant evidence. Ancient Mall support is not an emergency-response service.

No legitimate support agent will ask you to reveal your password, OTP, card PIN or mobile-money PIN, or to pay a private “refund release” fee.

9. Privacy and respectful communication

Support information is handled under the Privacy Policy. Relevant information may be shared with the seller, delivery provider or payment processor when necessary to resolve a case, with unnecessary personal information withheld. Messages and support conversations are generally retained for two years under the supplied Privacy Policy, subject to applicable legal requirements.

We expect courteous communication from users and staff. Threats, harassment, discriminatory abuse, fabricated evidence and repeated attempts to bypass security may lead to proportionate communication restrictions. A restriction will not by itself cancel a valid refund, appeal or privacy request; a suitable written channel will remain available where practicable.

If you need help communicating or accessing support, explain your needs and we will consider a practical alternative. A representative may assist after appropriate authority and identity checks.

10. Updates and contact

We may revise this policy and will update the dates and publish the revised version. Material changes will be communicated appropriately. Existing legal rights and confirmed remedies remain protected.

Support: [email protected]
Privacy: [email protected]
Mailing address: Ancient Mall, Brofoyedru – Kumasi, Ghana