MCOOP Customer Support Policy
Last Updated: October 06, 2025

1. Introduction

This Support Policy outlines the standards, processes, and channels through which MCOOP provides assistance to its users. It is an integral part of our broader Terms and Conditions and is designed to ensure a consistent and reliable support experience. By using the MCOOP platform, you agree to the practices described in this policy.

2. Support Channels & Availability

We provide support through the following channels:

  • In-App Chat & Support Form: Available 7 days a week during store hours (9 am to 11 pm) for all users. This is the preferred and fastest method for non-urgent issues.
  • Email:support@mushrifcoop.com for detailed inquiries, formal complaints, and attached documentation. We aim to respond to all emails within 24 hours.
  • WhatsApp:+971 56 9704977 for quick queries and live chat during operating hours.
  • Telephone: Available for urgent delivery-related issues impacting active orders.

Standard Operating Hours for live agent support (WhatsApp/Phone): 9:00 AM - 11:00 PM GST, 7 days a week.

3. Scope of Support

Our support team is trained to assist you with:

a) Order-Related Issues:

  • Reporting missing, incorrect, or damaged items from a delivery.
  • Inquiries about order status and real time delivery tracking.
  • Questions about product substitutions and managing acceptance/rejection.
  • Assistance with the order cancellation process within the permitted 10 minute window.

b) Account & Access Issues:

  • Password resets and account recovery.
  • Updating account information (email, phone number, address).
  • Troubleshooting login and app functionality issues.

c) Payment & Billing Issues:

  • Explanations of weight-based price adjustments (overpayments/underpayments).
  • Processing refunds for canceled orders, rejected substitutions, and missing items.
  • Investigating failed payments and declined transactions.
  • Inquiries about e wallet balances and transactions.

d) VIP & Bezat Loyalty Program Issues:

  • Questions about tier benefits, points accrual, and redemption.
  • Clarification on the Executive Reward calculation, issuance timeline, and redemption rules.
  • Assistance with annual membership renewal and fee inquiries.

e) Technical Support:

  • Troubleshooting issues with app performance, glitches, or errors.
  • Guidance on using platform features and payment methods.

4. What We Cannot Assist With Directly

  • Product Quality & Recipes: While we can facilitate complaints, the partner sellers are directly responsible for the quality and safety of their products. We will act as a liaison between you and the seller.
  • Third-Party Services: Issues related to your bank, payment card provider, or mobile device operating system are outside our direct control, though we will provide best effort guidance.
Support Policy Illustration