Support Policy Page

MCOOP Customer Support Policy

Last Updated: October 05, 2025

1. Introduction
This Support Policy outlines the standards, processes, and channels through which MCOOP provides assistance to its users. It is an integral part of our broader Terms and Conditions and is designed to ensure a consistent and reliable support experience. By using the MCOOP platform, you agree to the practices described in this policy.

2. Support Channels & Availability
We provide support through the following channels:

• In-App Chat & Support Form: Available 7 days a week during the store hours (8 am to 11 pm) for all users. This is the preferred and fastest method for non-urgent issues.
• Email: support@mushrifcoop.com for detailed inquiries, formal complaints, and attached documentation. We aim to respond to all emails within 24 hours.
• WhatsApp: +971 56 9704977 for quick queries and live chat during operating hours.
• Telephone: Available for urgent delivery-related issues impacting active orders.

Standard Operating Hours for live agent support (WhatsApp/Phone): 9:00 AM - 11:00 PM GST, 7 days a week.

3. Scope of Support
Our support team is trained to assist you with:

a) Order-Related Issues:

• Reporting missing, incorrect, or damaged items from a delivery.
• Inquiries about order status and real-time delivery tracking.
• Questions about product substitutions and managing acceptance/rejection.
• Assistance with the order cancellation process within the permitted 10-minute window.

b) Account & Access Issues:

• Password resets and account recovery.
• Updating account information (email, phone number, address).
• Troubleshooting login and app functionality issues.

c) Payment & Billing Issues:

• Explanations of weight-based price adjustments (overpayments/underpayments).
• Processing refunds for canceled orders, rejected substitutions, and missing items.
• Investigating failed payments and declined transactions.
• Inquiries about e-wallet balances and transactions.

d) VIP & Bezatˇ Loyalty Program Issues:

• Questions about tier benefits, points accrual, and redemption.
• Clarification on the Executive Reward calculation, issuance timeline, and redemption rules.
• Assistance with annual membership renewal and fee inquiries.

e) Technical Support:

• Troubleshooting issues with app performance, glitches, or errors.
• Guidance on using platform features and payment methods.

4. What We Cannot Assist With Directly

• Product Quality & Recipes: While we can facilitate complaints, the partner sellers are directly responsible for the quality and safety of their products. We will act as a liaison between you and the seller.
• Third-Party Services: Issues related to your bank, payment card provider, or mobile device operating system are outside our direct control, though we will provide best-effort guidance.

5. Issue Reporting & Resolution Timeline

6. Escalation Process
If you are unsatisfied with the initial support resolution:

1. Request to Escalate: Clearly ask the support agent to escalate your case to a Team Lead or Supervisor.
2. Submit a Formal Complaint: Via email to support@mushrifcoop.com with the subject "Formal Complaint - [Your Order Number]". Please include all previous correspondence and details of your issue.
3. Final Review: Unresolved formal complaints will be reviewed by the Customer Support Management team, who will provide a final decision.

7. User Responsibilities
To help us resolve your issues quickly, please:

• Provide Accurate Information: Have your order number, account email, and relevant details ready.
• Report Promptly: Report delivery issues (missing/damaged items) immediately upon accepting the order.
• Be Civil: Our agents are here to help. We maintain a zero-tolerance policy for abusive or harassing behavior towards our staff.

8. Policy Updates
MCOOP may update this Support Policy to reflect changes in our services or feedback. The "Last Updated" date at the top of this page will indicate when changes were made. Your continued use of our Services after any change means you accept the updated policy.

9. Contact Support
Primary Channel: In-App Chat (Fastest Response)
Email: support@mushrifcoop.com (For detailed issues and formal complaints)
WhatsApp: +971 56 9404977
Phone: (Available for active delivery issues, number displayed in app during order transit)

We are committed to providing you with exceptional and efficient support to ensure a seamless experience on the MCOOP platform.

FAQ

Q1: What is the best way to contact customer support?
A: The fastest and preferred method is to use the In-App Chat for non-urgent issues. For urgent, active delivery problems, calling the number provided in your order tracking is best. For formal complaints or detailed issues, email us at support@mushrifcoop.com.

Q2: What are your customer support hours?
A: Live agent support via WhatsApp and phone is available from 9:00 AM to 11:00 PM Gulf Standard Time (GST), 7 days a week. In-App chat and email are monitored 7 days a week during business hours only, and you will receive a response based on the urgency of your issue.

Q3: How long will it take to get a response?
A: We aim to respond quickly:

• Active Order Issues: During delivery or within 2 hours.
• Post-Delivery Issues: Within 24 hours.
• General Queries: Within 24 hours.
• Formal Complaints: Acknowledgment within 24 hours, with a full response within 5 business days.

Q4: I have a problem with a product I received. Who is responsible?
A: The seller (the store you bought from) is solely responsible for the quality and safety of their products. MCOOP's role is to facilitate the connection and provide a platform for you to resolve the issue. Our support team will act as your liaison with the seller to get your problem solved.

Q5: What information should I have ready when I contact support?
A: To help us help you faster, please have this information ready:

• Your Order Number.
• The name of the product(s) in question.
• For missing/wrong/damaged items: Photos of the issue.
• Your account email address or phone number.

Q6: What is your escalation process if I'm not happy with the initial solution?
A: If you are unsatisfied, you can:

1. Politely ask the support agent to escalate your case to a Team Lead or Supervisor.
2. If still unresolved, submit a Formal Complaint via email to support@mushrifcoop.com with the subject "Formal Complaint - [Your Order Number]". This will be reviewed by management.

Q7: Why was I asked to top up my e-wallet after I already paid?
A: This happens with items sold by weight (e.g., fruits, meat). You paid an estimated amount at checkout. The final charge is based on the actual weight measured when your order was packed. If the actual weight is more than the estimate, you need to top up to cover the difference. If it's less, you'll receive a credit.

Q8: I opted for Cash on Delivery (COD), but now I want to pay online. Can I change this?
A: Please contact support immediately after placing your order. We can only change the payment method if the order has not yet been dispatched from the store for delivery.

Q9: How can I provide feedback about my support experience?
A: We welcome all feedback. You can share your experience through the post-interaction survey in the app or via email at feedback@mushrifcoop.com. Your feedback helps us improve our service.

Q10: My issue is very complex and requires a long explanation. What should I do?
A: For complex issues, email is the best channel. Please send a detailed description to support@mushrifcoop.com from the email address linked to your MCOOP account. Include your order number, relevant photos, and a timeline of events. This gives our agents a complete picture to help you effectively.