Support Policy

Last Updated: 15/05/2026

Welcome to Alahii.com Support.

At Alahii.com, we are committed to providing reliable, respectful, and timely support to our customers, sellers, delivery partners, and platform users. This Support Policy explains how users can contact us, what types of issues we support, expected response times, complaint handling procedures, and user responsibilities when requesting support.

By using Alahii.com, you agree to follow this Support Policy along with our Terms and Conditions, Privacy Policy, Return and Refund Policy, Shipping Policy, and other platform policies.

1. Purpose of This Support Policy

The purpose of this Support Policy is to ensure that all users receive fair, organized, and professional support from Alahii.com.

This policy applies to support related to:

Customer orders
Payments
Delivery issues
Returns and refunds
Account problems
Seller issues
Product complaints
Technical problems
Promotions and coupons
General platform inquiries

2. Who Can Contact Support

Alahii.com support is available for:

Customers
Registered users
Guest users with valid order information
Sellers and vendors
Delivery partners
Business partners
Individuals with legal or privacy-related concerns

For order-related support, users may be required to provide order details, phone number, email address, or other verification information.

3. Support Channels

Users may contact Alahii.com through official support channels only.

Email: support@alahii.com
Website: https://www.alahii.com
Live Chat: Available on the website/app, if enabled
Phone Support: Available if listed on the platform
WhatsApp Support: Available if officially listed on Alahii.com
Social Media Support: Available through official verified Alahii.com pages only

Users should not contact unauthorized individuals, unofficial pages, fake numbers, or personal accounts claiming to represent Alahii.com.

Alahii.com is not responsible for losses caused by communication with fake or unauthorized support channels.

4. Support Hours

Alahii.com support hours may be listed on the website or mobile application.

General support requests may be handled during business hours. Emergency issues, payment issues, fraud concerns, or delivery-related matters may be prioritized based on urgency.

Support availability may vary during public holidays, Eid holidays, national emergencies, political unrest, natural disasters, technical disruptions, or other unavoidable circumstances.

5. Types of Support We Provide

Alahii.com may provide support for the following matters:

Order confirmation
Order tracking
Delivery delay
Wrong product received
Damaged product received
Missing item
Return request
Refund request
Cancellation request
Payment confirmation
Cash on Delivery issue
Seller complaint
Product quality complaint
Account login issue
Password or OTP issue
Coupon or promotion issue
Technical error
Seller registration support
Seller payout or commission issue
Policy explanation

6. Information Required for Support

To help us resolve your issue faster, you may be asked to provide:

Full name
Registered phone number
Email address
Order ID
Product name
Seller name, if applicable
Payment method
Transaction ID, if applicable
Delivery address
Photos or videos of damaged/wrong products
Screenshot of error or payment confirmation
Clear explanation of the issue

Failure to provide accurate information may delay the support process.

7. Response Time

Alahii.com aims to respond to support requests as quickly as possible.

Estimated response times:

General inquiries: Within 24–48 hours
Order-related issues: Within 24–48 hours
Payment-related issues: Within 24–72 hours
Return/refund requests: Within 3–7 business days, depending on investigation
Seller-related issues: Within 2–5 business days
Technical issues: Time may vary depending on complexity

These are estimated timelines only. Some issues may take longer due to seller response, courier investigation, bank/payment gateway processing, product inspection, or legal review.

8. Order Support

For order-related issues, customers should contact support as soon as possible after noticing a problem.

Order support may include:

Order confirmation
Order status update
Delivery tracking
Delivery delay
Order cancellation
Wrong product complaint
Missing product complaint
Damaged product complaint
Seller communication support

Customers must provide correct order information to receive proper assistance.

9. Delivery Support

If a customer faces delivery-related issues, Alahii.com may coordinate with the seller, courier partner, or delivery team.

Delivery support may include:

Delayed delivery
Failed delivery attempt
Wrong address issue
Unreachable phone number
Customer unavailable during delivery
Delivery personnel complaint
Cash on Delivery collection issue
Return pickup issue

Customers are responsible for providing correct phone number, address, and delivery instructions.

10. Payment Support

For payment-related issues, users must provide payment proof, transaction ID, payment method, payment time, and order details.

Payment support may include:

Payment confirmation
Duplicate payment
Failed payment
Refund status
Mobile banking issue
Card payment issue
COD payment issue
Wallet or store credit issue

Payment-related investigations may require coordination with payment gateways, banks, or mobile financial service providers.

11. Return and Refund Support

Return and refund support will be handled according to Alahii.com’s Return and Refund Policy.

Customers may be required to provide:

Order ID
Product photos
Unboxing video, if available
Invoice or delivery confirmation
Reason for return
Product condition details

Alahii.com may reject return or refund requests if the product is used, damaged by the customer, missing original packaging, outside the return period, or not eligible for return under platform policy.

12. Seller Support

Registered sellers may contact Alahii.com support for:

Seller account setup
Document verification
Product listing issues
Order management
Customer complaint handling
Return and refund cases
Commission and payout questions
Seller panel technical issues
Policy clarification
Account restriction or suspension review

Sellers must provide accurate business and account information when requesting support.

13. Complaint Handling Process

When a complaint is submitted, Alahii.com may follow this process:

Receive the complaint
Verify user identity and order details
Review submitted evidence
Contact seller, courier, payment partner, or internal team if needed
Investigate the issue
Provide a resolution or explanation
Close the support ticket after resolution

Some complaints may require additional time if the issue involves third-party sellers, delivery partners, payment partners, or legal matters.

14. Escalation Process

If a user is not satisfied with the initial support response, they may request escalation.

Escalated complaints may be reviewed by a senior support team, operations team, seller management team, or management team depending on the issue.

Escalation does not guarantee a different decision, but it ensures that the case receives additional review.

15. User Responsibilities

When contacting Alahii.com support, users must:

Provide accurate and complete information
Communicate respectfully
Avoid abusive language or threats
Avoid fake claims or false evidence
Respond to support requests within a reasonable time
Keep order, payment, and account information secure
Use only official support channels

Alahii.com may refuse support, suspend accounts, or take legal action if a user submits false claims, abusive messages, fraudulent requests, or harmful content.

16. Evidence and Verification

For some support cases, Alahii.com may request evidence such as:

Product photos
Package photos
Unboxing video
Payment screenshot
Transaction ID
Delivery receipt
Chat screenshot
Identity verification, if required

Alahii.com may use this evidence to verify claims and protect customers, sellers, and the platform from fraud or abuse.

17. Support Limitations

Alahii.com may not be able to provide support for:

Products purchased outside Alahii.com
Payments made outside official payment channels
Communication with fake pages or unauthorized persons
Customer misuse of products
Issues caused by incorrect customer information
Expired return or refund requests
Seller/customer disputes outside platform records
Third-party website or app problems not controlled by Alahii.com

Users are encouraged to complete all transactions through the official Alahii.com platform for protection and proper support.

18. Fraud, Abuse, and False Claims

Alahii.com takes fraud and abuse seriously.

We may investigate and take action against:

Fake complaints
Fake refund requests
False damaged-product claims
Repeated order refusal
Coupon abuse
Fake accounts
Seller fraud
Payment fraud
Harassment of support staff
Misuse of return policy

Possible actions may include order cancellation, account restriction, refund rejection, seller suspension, legal notice, or reporting to appropriate authorities.

19. Technical Support

If users experience technical issues on the website or app, they should provide:

Device type
Browser or app version
Screenshot or screen recording
Error message
Time of issue
Account phone number or email
Steps taken before the issue occurred

Alahii.com will try to resolve technical issues as soon as reasonably possible, but resolution time may vary depending on the nature of the problem.

20. Privacy of Support Communication

Support communication may be stored for service quality, dispute resolution, fraud prevention, training, legal compliance, and customer service improvement.

Alahii.com handles support-related personal information according to our Privacy Policy.

Users should not share sensitive information such as passwords, OTP codes, full card numbers, or private banking credentials with support agents.

Alahii.com representatives will never ask for your password or OTP.

21. Changes to This Support Policy

Alahii.com may update or modify this Support Policy at any time.

Updated versions will be posted on the website or app with a revised “Last Updated” date.

Continued use of Alahii.com after updates means you accept the revised Support Policy.

22. Contact Information

For support, complaints, or general inquiries, please contact:

Alahii.com Support Team
Email: support@alahii.com
Website: https://www.alahii.com

Optional support emails:

Customer Support: support@alahii.com
Seller Support: support@alahii.com
Privacy Support: support@alahii.com
Legal Contact: info@alahii.com

23. Final Statement

Alahii.com is committed to supporting customers, sellers, and partners with professionalism, fairness, and care. Our goal is to build a trusted online marketplace where every user can shop, sell, and communicate with confidence.

Thank you for choosing Alahii.com — Bangladesh’s Trusted Online Marketplace.