Support Policy

1. Our Support Commitment

Cedar Souq is dedicated to providing excellent customer support. This policy outlines how we assist our customers and what you can expect from our support team.

2. Support Channels

2.1. Support Ticket System (RECOMMENDED)

• Location: cedarsouq.com/support/tickets
• How it Works: Create a detailed ticket, attach files, track updates, receive notifications, and manage communication history. Urgent tickets receive priority.
• Response Time: 12–24 hours
• Best For: Returns, refunds, complex issues

2.2. Email Support

Email: info@cedarsouq.com
Response within 24 hours (business days). Email inquiries are automatically converted to tickets.

2.3. Live Chat

Available: Monday–Saturday, 9:00 AM–6:00 PM
Response: Instant to 5 minutes
Best For: Quick questions and order tracking.

2.4. Phone Support

Hours: Mon–Sat, 9:00 AM–6:00 PM
Best For: Urgent issues or order changes.

2.5. WhatsApp Support

• Whish Money Payments: +961 79 079 390
• General Support: [Your WhatsApp Number]
• Hours: Mon–Sat, 9 AM–6 PM

2.6. Social Media

• Facebook: @CedarSouq
• Instagram: @cedarsouq
• Response Time: 4–8 hours

2.7. Help Center

Location: cedarsouq.com/help
Available 24/7 for FAQs and self-service guidance.

3. What We Support

• Pre-purchase inquiries
• Order tracking and modifications
• Post-purchase support (returns, refunds, warranties)
• Account and payment assistance

4. Support Response Times

5. How to Get Better Support

• Provide complete info (order #, photos, details)
• Use correct channel for your issue
• Be specific and concise

6. Escalation Process

Unresolved issues move from Agent → Specialist → Manager → Management depending on severity.

7. Support Limitations

• Expired warranties
• Misuse or third-party issues
• Non-Cedar Souq sellers

8. Seller Support

• Email: sellers@cedarsouq.com
• Dashboard assistance and payments

9. Technical Support

• Website bugs, compatibility, app issues
• Security alerts → security@cedarsouq.com

10. Feedback & Complaints

We value feedback. Complaints are investigated within 24–48 hours, and escalated if unresolved.

11. Holiday & Special Period Support

During sales and holidays, response may be delayed. Urgent tickets take priority.

12. Support Quality Standards

• Professional communication
• Timely responses
• Accurate, transparent information

13. Language Support

Arabic and English primarily; limited French.

14. Contact Information Summary