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The Afrizon support team is here to help with any issue you encounter — from payment problems to order disputes. You can reach us through live chat directly in the app, by raising a support ticket linked to an order, or by emailing us. Read on to find the best channel for your situation.

In-app live chat

Chat with the support team in real time through the Afrizon app. Tap Account → Help & Support to open the chat widget. Live agents are available during business hours.

Support ticket (via order)

For issues linked to a specific order — wrong items, delayed delivery, refund requests — raise a ticket directly from the order page. This keeps all relevant order details attached to your request automatically.

Email support

Send a message to support@afrizon.com for general enquiries or if you’re unable to access the app. Include your registered email or phone number and a clear description of your issue.

FAQ & troubleshooting

Many common issues are answered in our FAQ and Troubleshooting guides. Check there first — you may get an instant answer without waiting for a reply.

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Raising a support ticket

Support tickets are the best way to report issues with a specific order — such as missing deliveries, wrong items, or refund requests — because they automatically include your order details.
1

Open your order

Tap Orders in the bottom navigation bar, then select the order that has the issue.
2

Tap 'Raise a Support Ticket'

Scroll to the bottom of the order details screen and tap Raise a Support Ticket.
3

Enter a subject

Write a short, clear subject that describes the problem — for example, “Wrong items received” or “Refund request for order #12345”.
4

Describe the issue

In the message field, provide a detailed description of what happened. Include any relevant details such as what you ordered, what you received, and when the problem occurred.
5

Submit the ticket

Tap Submit Ticket. You’ll see a confirmation that your ticket has been created. The support team will follow up by in-app chat or email.

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What to include in your support request

Providing the right information upfront helps the team resolve your issue faster. Whether you’re using chat, a ticket, or email, try to include:
  • Your order number — found in Orders → Order Details or in your confirmation message.
  • A clear description of the problem — what happened, when it happened, and what you expected to happen.
  • Screenshots or photos — especially for wrong items received, damaged goods, or unexpected charges.
  • Your Transaction ID — displayed on the payment screen for payment-related issues.
  • Your registered email address or phone number — so the team can locate your account.
The more detail you provide, the faster your ticket can be assessed without the team needing to ask follow-up questions.

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Response times

ChannelTypical first response
In-app live chatWithin a few minutes during business hours
Support ticketWithin 24 hours on business days
EmailWithin 24–48 hours on business days
Response times may be longer during peak periods or public holidays. Tickets and emails submitted outside business hours will be handled on the next business day.

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What happens after you submit a ticket

After you submit a support ticket, here’s what to expect:
  1. Confirmation — you’ll see an in-app message confirming your ticket was received.
  2. Review — a support agent reviews the details you provided along with your order information.
  3. Resolution — the agent will respond via in-app chat or email with next steps, a resolution, or a request for additional information if needed.
  4. Follow-up — for refund requests, the agent will coordinate with the vendor and confirm once the refund has been approved and processed.
If you haven’t received a response within the timeframes listed above, send a follow-up email to support@afrizon.com referencing your original ticket or order number.