> ## Documentation Index
> Fetch the complete documentation index at: https://afrizon-client.tunzaa.co.tz/llms.txt
> Use this file to discover all available pages before exploring further.

# Contact Afrizon Support — Help & Support Center

> Get help via in-app live chat or a support ticket. Learn how to reach the Afrizon support team and what to expect after you submit a request.

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.

<CardGroup cols={2}>
  <Card title="In-app live chat" icon="message">
    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.
  </Card>

  <Card title="Support ticket (via order)" icon="ticket">
    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.
  </Card>

  <Card title="Email support" icon="envelope">
    Send a message to [support@afrizon.com](mailto: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.
  </Card>

  <Card title="FAQ & troubleshooting" icon="circle-question">
    Many common issues are answered in our [FAQ](/help/faq) and [Troubleshooting](/help/troubleshooting) guides. Check there first — you may get an instant answer without waiting for a reply.
  </Card>
</CardGroup>

***

## 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.

<Steps>
  <Step title="Open your order">
    Tap **Orders** in the bottom navigation bar, then select the order that has the issue.
  </Step>

  <Step title="Tap 'Raise a Support Ticket'">
    Scroll to the bottom of the order details screen and tap **Raise a Support Ticket**.
  </Step>

  <Step title="Enter a subject">
    Write a short, clear subject that describes the problem — for example, "Wrong items received" or "Refund request for order #12345".
  </Step>

  <Step title="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.
  </Step>

  <Step title="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.
  </Step>
</Steps>

***

## 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.

<Tip>
  The more detail you provide, the faster your ticket can be assessed without the team needing to ask follow-up questions.
</Tip>

***

## Response times

| Channel          | Typical first response                     |
| ---------------- | ------------------------------------------ |
| In-app live chat | Within a few minutes during business hours |
| Support ticket   | Within 24 hours on business days           |
| Email            | Within 24–48 hours on business days        |

<Note>
  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.
</Note>

***

## 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](mailto:support@afrizon.com) referencing your original ticket or order number.

***

## Useful links

* [Frequently Asked Questions](/help/faq) — account, shopping, payments, and orders
* [Troubleshooting guide](/help/troubleshooting) — step-by-step fixes for common issues
* [Track your order](/help/faq#how-do-i-track-my-order) — how to view live order status