Support Policy Page
SUPPORT POLICY (AKIBO.CI)
Platform Operator: Smile World Sarl (operating AKIBO)
RCCM Registration: CI-ABJ-2016-B-22044 (Abidjan, Côte d'Ivoire)
Support Email:
support@akibo.ciSupport Phone / WhatsApp:
+225 07 78 93 98 96Effective Date: October 2026
1. OVERVIEW & SUPPORT CHANNELS
At AKIBO, operated by Smile World Sarl, we are dedicated to offering prompt, reliable, and localized support for buyers, sellers, and business partners on our marketplace.
Available Channels:
- Email Support:
support@akibo.ci(Available 24/7 for submitting tickets and inquiries) - Phone / WhatsApp Support:
+225 07 78 93 98 96(Monday – Saturday, 8:00 AM – 6:00 PM GMT)
Note: Dedicated Help Desk Portal support is currently unavailable. All technical, operational, and order-related support requests are handled via Email and Direct Phone/WhatsApp.
2. SCOPE OF SUPPORT
What is Included:
- Account & Onboarding Assistance: Guidance with account creation, KYC merchant verification, password resets, and profile updates.
- Order & Logistics Management: Order tracking, delivery inquiries across Abidjan and Côte d'Ivoire, and delivery status updates.
- Payment & Mobile Money Inquiries: Payment status checks, Mobile Money checkout troubleshooting (Wave, Orange Money, MTN, Moov), and payout status inquiries for sellers.
- Returns & Refund Claims: Escalation and coordination of return requests handled under
rembas@akibo.ci.
What is Excluded:
- Direct financial or banking advice.
- Custom development or modification of third-party software outside the AKIBO platform ecosystem.
- Support for transactions conducted outside the official AKIBO marketplace platform.
3. RESPONSE TIMES & SLA
Response times vary based on request priority during standard operating hours (Monday – Saturday, 8:00 AM – 6:00 PM GMT):
| Priority Level | Scope / Issue Type | Target First Response |
| Urgent (P1) | Failed payment transactions, critical account access issues, or order delivery blockages. | 2 – 4 Business Hours |
| High (P2) | Merchant product listing errors, order status discrepancies, or payout delays. | Within 12 Business Hours |
| Normal (P3) | General platform inquiries, feature questions, or non-urgent updates. | 24 – 48 Business Hours |
4. DEDICATED CONTACT DIRECTORY
For faster resolution, please direct specific requests to the corresponding service:
- General Technical & Customer Support:
support@akibo.ci - Merchant & Seller Inquiries:
seller@akibo.ci - Returns & Refund Claims:
rembas@akibo.ci - Direct Phone / WhatsApp Line:
+225 07 78 93 98 96/+225 05 65 14 01 95
5. POLICY UPDATES
Smile World Sarl reserves the right to amend or update this Support Policy as platform operations evolve. Any changes will be posted on
akibo.ci and take immediate effect upon publication.
