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Inloggad som:
filler@godaddy.com
1.1. Customer: Customer should be understood as all user under the Hifadhi platform (e.g. Merchant & Private personal users).
1.2. Customer Support Agent: An individual employed or contracted by 20NINE to assist customers with inquiries, complaints and technical issues regarding the products or services offered by 20NINE.
1.3. Ticket: A ticket is a support question that can be answered or solved directly by the Customer support agent. Tickets that are created through 20NINE’s online ticket forms are logged in 20NINE’s support system.
1.4. Case: A case should be understood as a ticket which has been escalated to either the tech department (if it’s a technical issue) or finance team (if it’s an issue revolving monetary funds) and thus requires a process to be solved. All cases are logged in 20NINE’s support system, where all information about the case is logged.
TJUGONIO TECH LIMITED aims to deliver the best payment experience for our customers. This is done through efficient complaint handling mechanisms that comply with applicable laws and seek efficient and effective dispute resolutions.
All complaints are sent through two channels (after referred to as support channels):
1. WhatsApp: Messaging through the company telephone number: +254 706 253740. An individual chat can result in a ticket being added and logged in 20NINE’s support system.
2. Support-portal: A customer can send a support request by using the provided online support form (link: https://hifadhi.app/faq-1). One or more support agents will resolve the support request through email correspondence between the support agents and the customer. A ticket is created for each support request that are send through the portal and logged in 20NINE’s support system. The support agents associated with the request may escalate the issue into a support case managed in 20NINE’s support system.
The support team has the following opening hours (in the Africa/Nairobi time zone in e.g. EAT) during a business day (closed on Kenyan holidays and weekends):
Mon 09:00 – 17:00
Tue 09:00 – 17:00
Wed 09:00 – 17:00
Thu 09:00 – 17:00
Fri 09:00 – 17:00
Sat Closed
Sun Closed
The information regarding the customer’s support request and/or related information regarding the customer is only shared with the 20NINE personnel and/or interim consultancy which are needed in order to solve the ticket and/or case.
All personnel and interim consultancy involved in this process and the data revealed are under strict confidentiality clauses and we handle private data in accordance with our information security- and data protection policy. All personnel involved have been vetted and checked in line with our policies.
1. For general support request that could be resolved through emails and/or WhatsApp and falls under standard FAQ related questions follows the following flow:
a. A support request is either answered directly or if any further investigation or interactions are needed a ticket is created in 20NINE’s support system and when the request is resolved the ticket is closed and logged into our system.
2. If the customer request revolves either a technical issue or a monetary issue the support team escalate the ticket into a case and direct the case to be taken over by either the tech- or finance department. For more complicated complaints the process follows the following steps:
a. A support request through one of our support channels creates a ticket in our support system and the support member assesses it to be either a technical or financial matter and escalate the ticket into a case to be led by either tech-. or finance.
b. A case is created which evolves a partly manual review of the matter and communication with customer before it can be resolved. All communications from tech or finance are through a customer support agent who communicates when and how it can be resolved with the customer.
c. When the case is resolved the case is closed.
Where possible, we will attempt to resolve issues at the first point of contact with the Customer TJUGONIO TECH LIMITED support team.
If the support request revolves a technical issue or monetary issue the case is created and either the case request support from the tech- or finance department to investigate and resolve the matter.
If funds or deposits are not arriving to a user’s saldo an escalation is made to the finance team in order to locate the funds and ultimately book it into to their saldo. Before the saldo can be updated it needs to be authorized by both a Customer Support Agent and a Finance manager.
If a non-customer individual (e.g. an individual that does not have successfully as a registered Hifadhi user) has made a deposit and requests a refund, then the refund must be approved by both a Customer Support Agent and a Finance manager. An issue or complaint revolving monetary funds should be resolved within 5 business days.
In the event you feel that your concerns have not been addressed to your satisfaction, you have the option to revert to us or escalate further.
TJUGONIO TECH LIMITED will handle updates of the saldo, and refunds as detailed below once we are notified by you of any disputes or complaints.
1.1. Update of saldo
If a support request has led to a case and escalation to the finance team to locate the missing deposit and/or transaction that has been displaced an investigation is launched to locate the missing funds. After the funds are located and it’s approved by a Customer Support Agent and a Finance Manager, the saldo is manually updated with the missing funds.
1.2. Refunds
If the support request has led to a case and escalation to the finance team to locate the missing deposit and/or transaction that has occurred without the customer successfully have been onboarded and started his Hifadhi account a manual process needs to take place to locate the displaced funds and initiate a manual refund. A refund needs to be approved by a Customer Support Agent and a Finance Manager. Note: The customer bears all transactional cost for a refund and 20NINE only bears to refund the amount it has in its possession.
TJUGONIO TECH LIMITED performs daily controls and reconciliation and if any monetary funds aren’t connected to a Hifadhi user it is placed under a watch-list for 30 days where TJUGONIO TECH LIMITED tries to locate the customer to either update its saldo if the customer has a Hifadhi account or make a refund if it hasn’t. But if a refund cannot be made, due to TJUGONIO TECH LIMITED cannot reach the customer or similar, after 1 year counting from the date of the original transaction the monetary fund’s fall under TJUGONIO TECH LIMITED belonging and the customers right to the funds seize to exist.
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