1. Overview
Sabeeli Marketplace is a humanitarian marketplace and platform connecting NGOs, donors, and ethical suppliers. Our support team helps users navigate the platform, resolve technical issues, and facilitate dispute processes where applicable. This policy describes what support we provide and what falls outside our scope.
2. Support Channels
We offer the following support channels (availability may vary):
Email Support
Primary channel for all requests and documentation.
support@sabeeli.orgHelp Center / FAQs
Self-service guidance for common questions and policies.
Knowledge BaseIn-Platform Tickets
Submit issues directly from your account (if enabled).
Ticket SystemCompliance & Verification
For NGO/supplier verification and document review (by request).
Verification Desk3. Response Times (SLA Targets)
Typical response time targets (not guaranteed, may vary by case complexity):
| Request Type | Examples | Target First Response |
|---|---|---|
| General Support | Account help, navigation, basic questions | Within 24–48 hours |
| Technical Issues | Login problems, bugs, errors, payment callbacks | Within 24–72 hours |
| Urgent Transaction Issues | Order blocked, escrow release issue, critical dispute | Within 12–24 hours |
| Verification & Compliance | NGO/supplier documents, approvals, re-checks | Within 3–7 business days |
4. What Support Covers
- Account access and basic user guidance
- Platform technical troubleshooting and bug reporting
- Order/RFQ workflow guidance and documentation requests
- Dispute process facilitation (where applicable)
- Verification and compliance coordination (NGOs/suppliers)
- Policy clarification (Seller, Return, Privacy, Terms)
5. What Support Does Not Cover
- Legal advice or interpretation for your jurisdiction
- Guaranteeing outcomes between buyers and sellers
- Off-platform communications or private agreements
- External system issues (banks, telecom operators, third-party outages)
- Enforcing refunds outside the agreed policy or contract terms
6. Escalation Process
If your issue is not resolved at first contact, we may escalate it to:
- Technical team (engineering)
- Compliance & verification desk
- Marketplace operations (orders, RFQs, disputes)
- Management review (for complex or sensitive cases)
Escalation requires complete case details and supporting evidence. Missing data may delay resolution.
7. Disputes & Refund Support
For marketplace disputes, Sabeeli may help collect evidence and facilitate a fair review. Refunds and returns are governed by the Return & Refund Policy and/or the agreed contract terms.
- Provide order/RFQ numbers, invoices, delivery notes, photos, and conversation logs
- Follow timelines specified in the Return & Refund Policy
- Cooperate with verification requests when necessary
8. Security, Abuse & Fraud Reporting
If you suspect fraud, impersonation, or account compromise, contact support immediately and include all relevant details. Sabeeli may temporarily restrict access while investigating.
- Do not share your password or one-time codes
- Report suspicious messages or fake accounts
- Cooperate with identity verification requests
9. Privacy & Data Handling in Support
We only request data necessary to resolve your issue. Support communications may be stored for quality, security, and compliance purposes, as described in our Privacy Policy.
10. Policy Updates
We may update this Support Policy from time to time. Continued use of the platform constitutes acceptance of the updated policy.
11. Contact
Support Email: support@sabeeli.org
Website: www.sabeeli.org
Please include: your account email, order/RFQ number (if any), and clear screenshots/logs for technical issues.
