**Tijara Express Support Policy**  

*Last Updated: [Insert Date]*  

---

### **1. Introduction**  

At Tijara Express, we prioritize delivering exceptional support to buyers and sellers. This Support Policy defines how we address inquiries, resolve issues, and ensure compliance with Algerian regulations. By using our platform, you agree to the terms outlined below.  

---

### **2. Support Availability**  

- **Hours:** Customer support is available **Monday–Saturday, 8:00 AM to 6:00 PM (Algiers Time, UTC+1)**.  

- **Exclusions:** Closed on national holidays (e.g., Independence Day, Eid al-Fitr).  

---

### **3. How to Contact Support**  

Reach us via:  

- **Help Center:** Submit a ticket through your Tijara Express account dashboard.  

- **Email:** [support@tijaraexpress.dz](mailto:support@tijaraexpress.dz)  

- **Phone:** [+213 XXX XX XX XX] (during business hours).  

- **Live Chat:** Available on the Tijara Express website/app during support hours.  

---

### **4. Response Times**  

- **General Inquiries:** Response within **24 hours** (e.g., account questions, order tracking).  

- **Urgent Issues:** Resolution within **12 hours** (e.g., payment failures, undelivered orders).  

- **Technical Problems:** Escalated to our IT team and resolved within **72 hours**.  

---

### **5. Escalation Process**  

If your issue remains unresolved:  

1. Request escalation via email or phone.  

2. A senior support agent will review your case within **24 hours**.  

3. Complex disputes may be referred to Tijara Express’s Legal Team or Algerian authorities.  

---

### **6. Seller-Specific Support**  

Sellers receive dedicated assistance for:  

- Account verification and onboarding.  

- Listing optimization and technical errors.  

- Payment/payout discrepancies.  

- Policy compliance guidance.  

---

### **7. Buyer-Specific Support**  

Buyers can request help with:  

- Order tracking and delivery delays.  

- Returns/refunds (see [Return Policy](#)).  

- Fraudulent activity or account security.  

---

### **8. Compliance with Laws**  

Our support practices adhere to:  

- Algerian E-Commerce Law (No. 18-05).  

- Data Privacy Regulations (e.g., secure handling of personal information).  

- Consumer Protection Standards.  

---

### **9. Feedback & Complaints**  

- Submit feedback via email or the post-interaction survey.  

- Complaints are reviewed by our Quality Assurance Team, with responses within **5 business days**.  

---

### **10. Contact Us**  

**Tijara Express**  

Address: Alger, Algérie  

Email: [support@tijaraexpress.dz](mailto:support@tijaraexpress.dz)  

Phone: [+213 XXX XX XX XX]  

Website: [www.tijaraexpress.dz](https://www.tijaraexpress.dz)  

---

**FAQs**  

- *How do I track my support ticket?* Use the reference number provided in our confirmation email.  

- *What if I miss a callback?* We will attempt contact twice; otherwise, resubmit your request.  

- *Can I request support in Arabic/French?* Yes, our team is fluent in both languages.  

---

*This policy is available in French and Arabic upon request.*  

*© 2023 Tijara Express. All rights reserved.*  

---  

*For detailed escalation workflows, visit the Tijara Express Help Center.*  

---  

### **Key Notes**  

- **Confidentiality:** All interactions are recorded for quality assurance and legal compliance.  

- **Impersonation Warning:** Tijara Express will never ask for passwords or payment details via email/chat. Report suspicious activity immediately.