Customer Support Policy
Simple summary
Lavea support helps customers with orders, payments, delays, claims, account, wallet and subscriptions. For a quick response, provide the order number, account phone number and a clear description of the problem. Support may ask for photos or additional information when needed. Some requests require verification by the workshop, courier, Mobile Money operator or a manager. Support will never ask for your password, full PIN or secret OTP.
1. Purpose
This policy describes the channels, hours, priority levels, response times and confidentiality rules of Lavea customer support. It supplements the General Terms, Delivery Policy, Claims Policy and Privacy Policy.
2. Contact channels
Mobile app: order, ticket, claim, tracking. Phone: +226 60 33 04 87 - operational emergency, courier en route, immediate problem. WhatsApp: +226 60 33 04 87 - quick questions, photos, order tracking. Email: info@laveaplus.com - detailed claim, privacy, documents. Physical address: Ouagadougou, Burkina Faso - correspondence or formal request. Lavea may add or remove channels depending on operational availability. Official channels are displayed in the app and on the website.
3. Support hours
Standard support: Lundi-Mardi-Jeudi-Vendredi, 10h-18h / Samedi, 9h-17h. Operational emergencies (orders in progress): every day. Payments and refunds: every day. Complex claims: every day. Messages received outside hours are handled when support resumes, unless an emergency channel is explicitly active.
4. Information to provide
- Name or Lavea account phone number. - Order number or QR code if available. - Date and time slot concerned. - Clear description of the problem. - Helpful photos or screenshots. - Mobile Money reference or operator message screenshot for payment issues. - Desired outcome: follow-up, correction, cancellation, refund, credit, escalation.
5. Priorities and response times
P1 - Operational emergency (courier blocked, customer absent, payment issue preventing delivery, security incident): 30 minutes a 2 heures during active hours. P2 - Order in progress (delay, time slot change, price to confirm, address error): sous 4 heures ouvrees. P3 - Quality claim (missing item, damage, non-compliant service): sous 24 heures ouvrees. P4 - Payment/wallet (double charge, refund, incorrect balance): sous 24 a 48 heures ouvrees, excluding operator delays. P5 - General request (information, subscription, account, suggestions): sous 48 heures ouvrees. These timelines are service targets and may vary depending on actual team capacity.
6. What support can do
- Help create, track, modify or cancel an order based on its status. - Inform the customer on collection, processing, delivery or payment status. - Create and track a claim. - Verify a payment or wallet movement with the finance team. - Offer rescheduling of collection or delivery based on availability. - Escalate a case to an operations, quality, finance or technical manager. - Offer a credit or refund when internal permissions and rules allow.
7. What support cannot do
- Guarantee removal of all stains, especially old or previously treated ones. - Modify order proof, weighing, a payment or an audit log. - Ask for the customer's password, full PIN or secret OTP. - Refund an unconfirmed transaction without verification. - Bypass security, privacy or authorisation rules. - Provide legal, tax or medical advice. - Access an account without reasonable identity verification.
8. Security and confidentiality in exchanges
Support limits information requested to the strict minimum. Agents never ask for the password, full PIN, secret OTP or unnecessary sensitive information. Support may verify identity by phone, order number, order details or other reasonable means. Support conversations may be retained for proof, quality, training and claim tracking, in accordance with the Privacy Policy. Photos sent to support must relate only to the order or problem at hand. Agents respect the confidentiality of customers, couriers and agents.
9. Request escalation
Some requests require internal validation or investigation. Support may escalate the case to: - Operations manager: delay, collection/delivery, courier, scheduling. - Workshop or quality control: missing item, damage, incomplete service. - Finance: payment, wallet, refund, Mobile Money reconciliation. - Technical: app problem, notification, account, bug. - Management or authorised manager: significant compensation, complex dispute, sensitive claim.
10. Expected behaviour
Exchanges between customers and support must remain respectful. Lavea may end an exchange, restrict a channel or suspend an account in cases of insults, threats, harassment, discriminatory language, false statements or behaviour endangering a person.
11. Continuous improvement
Support requests are used to improve the service: reducing delays, clarifying prices, training couriers, improving workshop quality, fixing bugs and adapting policies. Analyses prioritise aggregated data where possible.