SUPPORT REQUEST AND CUSTOMER SERVICE MANAGEMENT POLICY
SUPPORT AND CUSTOMER SERVICE MANAGEMENT POLICY
Last updated: [date of publication]
1. SUBJECT
This Policy governs the procedures by which ZEROTRACCE manages assistance and support requests received from customers in relation to orders, products, deliveries, returns, refunds, the Legal Guarantee of Conformity, and other activities connected to purchases made on the site.
2. SELLER IDENTITY
The seller is:
Amerion Group LLC
30 N Gould St #36862
Sheridan, WY 82801
USA
Support e-mail:
sirius.amerion@gmail.com
3. CUSTOMER SERVICE LANGUAGES
Customer service is available in:
- Italian;
- French.
Information regarding orders and procedures can be provided in the language used by the customer for communication, depending on the nature of the request.
4. CONTACT CHANNEL
The primary support channel is:
sirius.amerion@gmail.com
For faster processing of the request, the customer is invited to use the e-mail address associated with their order.
5. INDICATIVE RESPONSE TIMES
ZEROTRACCE aims to respond to requests normally within 24/48 working hours.
The actual response time may vary depending on:
- the volume of requests;
- the complexity of the case;
- the need to verify information with the carrier;
- the need to verify information about the product;
- the need to involve other relevant operators.
The assistance response time does not modify any applicable legal deadlines.
6. INFORMATION TO BE PROVIDED
To allow for efficient handling of the request, the customer should provide, when relevant:
- first and last name;
- e-mail address used for the order;
- order number;
- product concerned;
- description of the problem;
- any photographs;
- any videos;
- any tracking number.
The customer must not provide personal data that is not necessary for the management of the request.
7. ASSISTANCE RELATING TO ORDERS
Customer service can provide assistance regarding:
- order status;
- order confirmation;
- shipping information;
- tracking;
- any delivery anomalies;
- products received;
- returns;
- refunds;
- replacements;
- issues related to conformity;
- other requests related to the purchase.
8. PRE-PURCHASE ASSISTANCE
The customer can contact support before purchasing to request information available about the products and related purchasing procedures.
The information provided by customer service must be interpreted in conjunction with the product sheets, instructions, and safety information published on the site.
9. POST-PURCHASE ASSISTANCE
After purchase, the customer can contact support to receive assistance related to their order or the purchased product.
When necessary, customer service may request additional information to correctly understand the situation.
10. ASSISTANCE RELATING TO INSTALLATION
When the information available on the product includes installation guidelines, customer service can help the customer understand the instructions provided.
The customer must follow the product instructions and not perform interventions that could compromise the safety of the product or the system.
ZEROTRACCE does not automatically authorize technical interventions other than those expressly provided for in the product instructions.
11. USAGE ISSUES
In case of difficulty in using the product, the customer must describe the problem as precisely as possible.
When useful, they can attach photographs or videos.
Customer service can provide guidance based on available information and product documentation.
12. PRODUCT ISSUES
If the product presents an anomaly, the customer must contact support indicating:
- order number;
- product concerned;
- description of the anomaly;
- when the anomaly was detected;
- any photographs or videos.
The request will be evaluated according to the nature of the problem and, when relevant, according to the Legal Guarantee of Conformity.
13. DAMAGED PRODUCT
If the product arrives damaged, the customer must contact support promptly.
It is advisable to attach photographs:
- of the outer packaging;
- of the inner packaging;
- of the product;
- of the shipping label, when available.
The photographs may be used to document the situation and facilitate the handling of the case.
14. INCORRECT PRODUCT
If the customer receives a product different from the one ordered, they must contact support indicating:
- order number;
- product received;
- product ordered;
- photographs of the product received, when useful.
ZEROTRACCE will verify the situation and communicate the applicable instructions.
15. SHIPPING AND TRACKING
For requests related to shipping, the customer can use the page dedicated to order tracking or contact customer service.
Information regarding delivery times is indicated in the Shipping and Delivery Policy and in the information provided during the purchase process.
16. DELIVERY DELAYS
In case of delay compared to the available delivery information, the customer can contact support.
ZEROTRACCE can check the tracking and, when necessary, request information from the carrier.
17. PARCEL NOT RECEIVED
If tracking indicates a delivery that the customer claims not to have received, the customer must contact support indicating:
- order number;
- tracking number;
- delivery address;
- any information received from the carrier.
The situation will be verified based on the available information.
18. RETURNS
Return requests are handled according to the Returns and Refunds Policy and according to the provisions applicable to the right of withdrawal and the Legal Guarantee of Conformity.
The customer must follow the instructions provided by support before making a return when such a procedure is requested.
19. REFUNDS
Requests related to refunds are verified based on:
- the order;
- the reason for the refund;
- the status of any return;
- the payment method;
- the applicable provisions.
The refund is processed according to the conditions and terms provided for in the relevant policy and applicable regulations.
20. LEGAL GUARANTEE
Requests related to alleged defects of conformity are handled according to the Legal Guarantee of Conformity applicable to consumers.
This Assistance Policy does not limit the rights derived from the Legal Guarantee.
21. SAFETY REPORTS
Any report regarding a possible risk to product safety must be communicated promptly to:
sirius.amerion@gmail.com
Safety reports may be treated with priority.
For such reports, the Product Recall, Withdrawal and Safety Incident Management Policy also applies.
22. COMPLAINTS
The customer can file a complaint regarding:
- product;
- order;
- delivery;
- return;
- refund;
- support;
- Legal Guarantee;
- product safety.
Complaints are handled according to the Complaint and Report Management Policy.
23. ORDER MODIFICATION REQUESTS
An order modification request can be taken into consideration only if the order has not yet entered a logistical phase that prevents its modification.
Once preparation or shipping has begun, the modification may no longer be technically possible.
In such a case, the customer can exercise, when applicable, the rights provided by law and return policies.
24. ORDER CANCELLATION
Cancellation requests must be sent to support promptly.
Cancellation before shipment can be evaluated depending on the status of the order.
If the order has already been shipped, procedures related to the right of withdrawal or return may apply.
25. COMMUNICATIONS REGARDING ORDERS
Communications regarding orders may be sent to the e-mail address provided by the customer during the purchase process.
Such communications may concern:
- order confirmation;
- order status;
- shipping;
- tracking;
- support related to the transaction;
- any communications necessary for the management of the purchase.
26. COMMERCIAL COMMUNICATIONS
Commercial communications and newsletters are governed separately by the Newsletter & Email Marketing Policy.
A request for assistance related to an order does not equate to voluntary subscription to commercial communications.
27. IDENTITY VERIFICATION
When necessary to protect information related to an order, ZEROTRACCE may request information reasonably necessary to verify that the request comes from the buyer or an authorized person.
28. DATA PROTECTION
Personal data used to provide support is processed according to the Privacy Policy.
The customer must avoid sending personal information not necessary for the management of the request.
29. COMMUNICATIONS TO BE RETAINED
To allow for the correct management of the case, communications related to an order or a complaint may be retained according to the methods and times indicated in the Privacy Policy and according to applicable legal obligations.
30. CUSTOMER SERVICE LIMITATIONS
Customer service provides commercial assistance and information related to products.
The information provided by support does not replace, when necessary, the advice of a qualified professional or the specific technical instructions of the manufacturer.
31. UPDATES
This Policy may be updated to reflect changes in:
- assistance processes;
- contact channels;
- products;
- services;
- internal procedures;
- applicable regulations.
The version published on the site is the one applicable at the date of consultation.
32. CONTACTS
ZEROTRACCE
Amerion Group LLC
30 N Gould St #36862
Sheridan, WY 82801
USA
Support e-mail:
sirius.amerion@gmail.com
Languages:
Italian and French
Indicative response time:
24/48 working hours
33. RELATIONSHIP WITH OTHER POLICIES
This Policy must be read together with other information published on the site, including:
- Terms and Conditions of Sale;
- Right of Withdrawal Information;
- Returns and Refunds Policy;
- Legal Guarantee of Conformity;
- Shipping and Delivery;
- Product Safety Policy;
- Complaint and Report Management Policy;
- Product Recall, Withdrawal and Safety Incident Management Policy;
- Privacy Policy;
- Cookie Policy;
- Promotions Regulations;
- Review Policy.
In case of conflict with a mandatory provision of law, the applicable regulation prevails.
34. UPDATE DATE
Last updated: [date of publication]