Chat Support
Users can chat with MamaEgima staff for product questions, order support, receipt confirmation, delivery support, refunds, saved products, and account/data requests.
Admin-Initiated Chat
Admin or staff may initiate chat with online users to assist navigation, product selection, checkout, order support, or receipt confirmation. Online users may show a green online indicator to admin, and inactive/offline users may show last-seen information.
Staff Routing
Users may be connected to available staff/admin. MamaEgima may prefer staff who are online, have lower active chat load, have faster recent response time, and are not on break.
Review and Moderation
Chat messages, uploads, and staff replies may be reviewed for safety, fraud prevention, dispute resolution, support quality, staff training, and legal compliance. Staff must remain professional and customers must not abuse staff.
Notifications
Chat notifications may continue when the user is no longer actively using the app or website, subject to notification permission, Android/browser limitations, and user settings.
Report Abuse
Users can report abusive chats, staff misconduct, fraud, payment issues, or offensive messages through the Report Abuse page.
Legal Disclaimer
This policy is provided for transparency and should not be considered a substitute for independent legal advice.