hmooz strives to offer a seamless and user-friendly experience across our marketplace. However, disputes will occasionally occur between customers, sellers and/or hmooz.
This policy provides guidance to customers on how to report problems or complaints and resolve disputes.
To report a problem or complaint, you can contact customer service via email
hmooz-xyz@gmail.com
After reporting and issuing a complaint or filing a complaint, hmooz takes the following steps:
I am recording the following information for the purposes of keeping you up to date and tracking the issue
Issue a complaint reference number for tracking purposes.
Send regular email updates on steps taken to resolve the issue if it was not resolved on first contact.
Notify you via email once the issue is resolved and ask for your confirmation of your level of satisfaction with the solution.
hmooz manages the escalation process described below to ensure proper and satisfactory resolution of all issues.
Where possible, we will try to resolve issues at the first point of contact with our customer service team.
If our customer service team is unable to resolve your issue within 24 hours of your first contact, a member of the problem resolution team will conduct an investigation.
The problem resolution team may request additional information from you and will investigate the problem taking into account all circumstances and relevant information available. You will be informed of their findings within 48 hours of your first contact.
If the issue is not resolved within 48 hours of your first contact, it will be automatically escalated to the Customer Experience team as the final level of escalation. We strive to resolve all issues within 5 days of your first contact.
hmooz will make every effort to communicate with sellers to resolve customer complaints on behalf of our customers. However, if these efforts are not successful, customers may also request direct contact details of sellers by contacting customer service.
Any seller who does not cooperate in good faith to resolve a customer complaint may have their seller account restricted or terminated.