Service Availability and Support Guidelines
A structured overview of customer service availability, frequently asked questions, case-submission requirements, and official holiday service interruptions.
Support Information Framework
Before submitting a service request, reviewing the Frequently Asked Questions section can help clarify common matters related to orders, deliveries, payments, warranties, returns, and marketplace transactions.
Frequently Asked Questions
The FAQ section provides structured information for common order, delivery, warranty, payment, and account-related matters.
Order Identification
Providing an accurate order number, where applicable, supports proper review of transaction-specific records and delivery status.
Documented Requests
Clear descriptions and relevant supporting media help improve the accuracy of product-condition and order-related case assessments.
Case Submission Requirements
Service requests should be submitted with complete, accurate, and relevant information to support an efficient internal review process.
01 Required Request Information
A complete request should identify the relevant subject, customer name, registered order information where available, and a precise description of the issue or inquiry.
02 Supporting Images and Video
Where visual evidence is necessary, supporting files may include up to five images in JPEG or PNG format, with a maximum size of 1 MB per image, or one MP4 video file with a maximum size of 50 MB.
03 Review Scope
Submitted information is reviewed according to the nature of the request, the available transaction records, the applicable product policy, and relevant warranty or delivery conditions.
Rahamco Holiday Closures
Customer service operations may be unavailable on designated official public holidays. Response and processing times may resume on the next applicable working day.
| Date | Official Holiday | Service Status |
|---|---|---|
| March 21 | Nowruz (Persian New Year) | Service Unavailable |
| April 1 | Sizdah Bedar (Nature Day) | Service Unavailable |
| June 4 | Demise of Imam Khomeini | Service Unavailable |
| July 4 | Tasua of Imam Hussein | Service Unavailable |
| July 5 | Ashura of Imam Hussein | Service Unavailable |
| August 14 | Arbaeen of Imam Hussein | Service Unavailable |
| August 22 | Passing of Prophet Muhammad | Service Unavailable |
| February 11 | Anniversary of the Victory of the Islamic Revolution | Service Unavailable |
Holiday Schedule Notice
Official holiday dates may vary annually based on the national calendar and relevant announcements. Order processing, case review, logistics coordination, and related services may be subject to temporary scheduling adjustments during these periods.
Service Review Principles
Accurate Information Supports Effective Resolution
Complete order records, a clear explanation of the matter, and properly formatted supporting evidence allow the relevant operational team to evaluate each request according to established product, logistics, warranty, and marketplace procedures.
Summary
Structured Service Information
Rahamco maintains a documented approach to customer service information, request review, and holiday scheduling. Reviewing the relevant FAQ guidance and providing complete transaction details helps ensure that each submitted matter can be assessed accurately.
