Report an Issue
Report an Issue
At VerseGlow, we're all about keeping you connected with quality tech and accessories at prices that make sense. If something's not right with your order, we're here to fix it - fast!
What Issues Can You Report?
Product Issues
- Defective or damaged items
- Product not working as described
- Missing parts or accessories
- Quality concerns
Order Issues
- Wrong item delivered
- Missing items from order
- Incorrect quantity received
- Packaging damage
Delivery Issues
- Late or delayed delivery (beyond our 10-15 day promise)
- Package not received
- Delivery to wrong address
- Courier problems
Website Issues
- Payment problems (Paystack, MTN Mobile Money, Bank Transfer)
- Checkout errors
- Account access issues
- Technical glitches
Customer Service Issues
- Unresolved complaints
- Poor service experience
- Communication problems
- Refund delays
How to Report an Issue
Step 1: Gather Information
Before contacting us, please have ready:
- Order number
- Product name
- Photos of the issue (if applicable)
- Description of the problem
- Date of purchase/delivery
Step 2: Contact Us
Choose your preferred method:
📧 Email: verseglowshop@gmail.com
Best for: Detailed issues, attaching photos
Response time: Within 24 hours
📱 WhatsApp: +233 534924786
Best for: Urgent issues, quick questions
Response time: Within 2-4 hours (business hours)
Available: Monday-Saturday, 9 AM - 6 PM GMT
Step 3: Provide Details
Include in your message:
- Your name and contact information
- Order number
- Clear description of the issue
- Photos or videos (if relevant)
- What resolution you're seeking
Step 4: We Investigate
Our team will:
- Review your complaint within 24 hours
- Investigate the issue thoroughly
- Contact you with proposed solution
- Keep you updated throughout the process
Step 5: Resolution
We'll work to resolve your issue through:
- Replacement product
- Full or partial refund
- Store credit
- Compensation (if applicable)
- Other mutually agreed solution
Our Commitment to You
⏱️ Fast Response
We respond to all issues within 24 hours, often much sooner.
🔍 Thorough Investigation
Every complaint is taken seriously and investigated fully.
💯 Fair Resolution
We'll work with you to find a fair solution that makes you happy.
📞 Clear Communication
You'll always know the status of your issue and next steps.
🛡️ Customer Protection
Your satisfaction and trust are our top priorities.
Issue Priority Levels
Critical (Immediate Response)
- Defective products causing safety concerns
- Unauthorized charges
- Missing high-value orders
- Severe service failures
High (Within 4 hours)
- Wrong items delivered
- Damaged products
- Significant delivery delays (beyond 15 days)
- Payment issues
Standard (Within 24 hours)
- Minor product issues
- General inquiries
- Website problems
- Service feedback
What Happens After You Report?
Within 24 Hours:
- Acknowledgment of your issue
- Case number assigned
- Initial assessment
Within 2-3 Days:
- Full investigation completed
- Resolution proposed
- Action plan communicated
Within 5-7 Days:
- Issue resolved
- Replacement shipped or refund processed
- Follow-up to ensure satisfaction
Tips for Faster Resolution
- ✓ Provide clear photos/videos of the issue
- ✓ Include all relevant order information
- ✓ Describe the problem in detail
- ✓ Specify your preferred resolution
- ✓ Respond promptly to our inquiries
- ✓ Keep all communication in one thread
Common Issues & Quick Solutions
Product Not Working?
- Check if product needs charging (power banks, earbuds, etc.)
- Try resetting the device
- Check user manual for troubleshooting
- Contact us if issue persists
Delivery Delayed?
- Check tracking information
- Our standard delivery is 10-15 days
- Allow 1-2 extra days for remote areas in Ghana
- Reach out to us if significantly delayed beyond 15 days
Wrong Item Received?
- Don't open or use the product
- Take photos of item and packaging
- Contact us immediately via WhatsApp
- We'll arrange return and send correct item
Your Rights
As a VerseGlow customer, you have the right to:
- Quality products that work as described
- Delivery within 10-15 days (our promise to you)
- Fair treatment and respect
- Clear communication
- Refund or replacement for defective items
- Privacy and data protection
We Take Feedback Seriously
Your complaints help us improve! Every issue reported is:
- Logged and tracked
- Analyzed for patterns
- Used to improve our processes
- Shared with relevant teams
- Part of our continuous improvement
Contact Information
Report Issues:
📧 Email: verseglowshop@gmail.com
📱 WhatsApp: +233 534924786
Business Hours:
🕒 Monday - Saturday: 9 AM - 6 PM GMT
🕒 Sunday: Emergency support via WhatsApp only
We're here to help make things right. Don't hesitate to reach out!
Part of the VerseGlow Tech Fam means we've got your back. Every time.
