Contact Support

Get Help from Shaloz Support

When and how to contact us!

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When to Contact Support

Contact For:

• Issues not solved by help articles
• Account problems (locked, suspended)
• Payment disputes
• Missing earnings
• Technical errors
• Feature requests
• Billing questions

Try First:

• Read relevant help article
• Check troubleshooting steps
• Restart app/browser
• Wait 24 hours for processing issues

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How to Contact

Website:

• help.shaloz.com
• Contact support
• Include details

Email:

• help@shaloz.com
• Explain issue clearly
• Include order/account info

In-App (Drivers):

• Menu → Help & Support
• Contact support
• Quick and easy

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What to Include

For Faster Help:

Always Provide:

• Account type (business or driver)
• Your name
• Phone number (account identifier)
• Clear description of issue

For Order Issues:

• Order ID or Fulfillment ID
• Date and time
• What went wrong
• Screenshots if helpful

For Payment Issues:

• Transaction ID
• Amount
• Date
• Payment method (last 4 digits)

For Technical Issues:

• Device (iPhone, Android, computer)
• Browser (Chrome, Safari, etc.)
• Error message (exact text)
• Screenshots

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Response Times

Typical:

• 24-48 hours for most issues
• Faster for urgent problems
• Slower on weekends/holidays

Urgent Issues:

• Account compromised
• Missing large payment
• Serious safety concern
• Mark as "Urgent" in email subject

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What NOT to Include

Never Send:

• Full credit card number
• Bank account password
• Social Security Number (unless specifically requested)
• Verification codes (support never asks)

Security:

• Support has your info already
• Won't ask for sensitive data
• Be cautious of phishing

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Follow-Up

After Submitting:

• Check email for response
• Reply to support email
• Don't send duplicate messages
• Be patient

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Escalation

If Not Resolved:

• Reply to support email
• Ask for escalation
• Explain why not resolved
• Be polite and clear

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Self-Service Options

Before Contacting:

• Check help.shaloz.com
• Read relevant articles
• Try troubleshooting steps
• Search for your issue

Many Issues Solved:

• Without waiting for support
• Instant resolution
• Faster for you!

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Business Hours

Support Available:

• Monday - Friday: 9 AM - 6 PM ET
• Weekends: Limited
• Holidays: Closed

Outside Hours:

• Contact support anytime
• Answered next business day

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Emergency Contact

For Emergencies:

• Safety issues
• Account security breach
• Major technical failure

Mark Urgent:

• In email subject line
• Explain why urgent
• Priority handling

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Feedback

We Want to Hear:

• Feature requests
• Improvement ideas
• Positive feedback
• Complaints (constructive)

Submit Via:

• help.shaloz.com
• Feedback form
• Email support

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Common Questions

Q: How long for response?

A: Usually 24-48 hours

Q: Can I call?

A: Email preferred, faster and better tracked

Q: Will my issue be fixed?

A: We'll do our best! Most issues resolved quickly.

Q: Can I get refund?

A: Depends on situation, support will review

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Tips for Good Support Experience

Be Clear:

• Explain issue completely
• Include relevant details
• What you tried already

Be Patient:

• Support team works hard
• Many requests to handle
• Response coming!

Be Polite:

• Friendly tone helps
• We're here to help
• Mutual respect

Follow Instructions:

• If support asks for info
• Provide what's requested
• Helps solve faster

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After Resolution

Problem Solved:

• Reply to confirm resolved
• Rate your experience
• Helps us improve

Problem Not Solved:

• Reply and explain
• Request escalation
• We'll keep working on it

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Thank You!

We're here to help you succeed with Shaloz. Don't hesitate to reach out!

help.shaloz.com