Report delivery issues
Failed deliveries, delays, missing parcels, and rider incidents are logged and assigned immediately.
Customer Trust Operations
Operational support & recovery — no sign-in required
Customer Trust Operations monitors delivery issues, refunds, parcel amendments, and operational recovery requests in real time. Report first — authentication only when operationally required.
Response target
Within 24 hours
Operating hours
Mon–Sat, 7am–7pm
Case references
IMATA-CX-*
What we handle
Every submission creates a tracked CX case, sends an acknowledgement email, and routes into Customer Trust Operations — guests, customers, enterprise users, merchants, and riders welcome.
Refund escalation
Refund requests enter finance governance with audit lineage — tracked until resolution or founder review.
Parcel amendments
Address corrections, contact updates, and operational recovery requests are routed to dispatch and CX.
Enterprise escalation
Business accounts receive priority routing, SLA tracking, and dedicated operational recovery.
How Customer Trust communicates
- You receive an immediate acknowledgement with your IMATA-CX-* reference.
- Reply to the email thread — updates sync to your operational case.
- Evidence (photos, receipts) uploads to secure operational storage.
- Escalations to finance, dispatch, or founder review when severity requires it.
Service response: Within 24 hours · Mon–Sat, 7am–7pm WAT