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Customer Service

Welcome to the Help Centre.

We has spent a lot of time in planning and designing our new Help Centre to give you a much friendlier and easier way to get in touch with us.

We hope that you find the Frequently Asked Questions section helpful and relevant in answering those quick questions you may have. Feel free to browse the FAQs at your leisure.

Also, if you need help from our dedicated Customer Service Team, you can Contact Us Now for a speedy response, or send an email at cs@Qoosale.my

We look forward to hearing from you!

 

ABOUT TODAY'S DEAL
 
Q : How do I get in contact with QooSale?+
A: Firstly, welcome to QooSale Help Centre.

 

  • Online Form: Click ‘Contact Us Now’ and follow the instructions. Our Team aims to response within 2 business days.
  • Live Chat: For a fast response, click on the chat window located at the bottom right hand side of your QooSale page and one of our customer service team will only be too happy to assist you.
  • Email: You can also contact us by sending an email  – please note that our response time may be up to 3 days.

Phone: All of our customer support and service is conducted via email and Live Chat, for conversation tracking purposes.

Please note: We endeavour to respond to all enquiries within 3 business days. We appreciate your patience during peak times which may mean a longer delay than usual.The QooSale Customer Service Team works between 10.00am and 7.00pm Monday to Friday (ex. Public Holidays).      

 

 

 

 

Q: What payment methods do you accept? +

A: QooSale accepts payment via Credit Card and online direct debit.

 

Having trouble paying with your credit card?
For a range of reasons, some credit card transactions may be declined. The most common reasons for a declined credit card are:
  1. You may be leaving gaps when entering the credit card number.
  2. Your credit card may have expired. Please double check your details are valid.
  3. Your Internet connection originates outside of Malaysia, your Internet service may be based overseas.
  4. You may have exceeded your credit card limit. Please check with the card issuer if you have sufficient funds in your account.

 

 

Q: Where do I find information about the 'Seller Company?+

A: Are you wondering how you can get in touch with the Deal's Seller ? We will provide information about the Seller on the voucher after purchased.

 

 

 

Q: Did my purchase go through?+

A: If you are not sure that your purchase has gone through, please follow these instructions to make sure.

You will receive an email "product purchased confirmation" about the payment has made.Your purchase will appear in the 'My Account ' section as soon as it has been made successfully.

While you are signed in to your account, click on the 'My Account ' button at the top of the page. You will be directed to your Account which will list your most recent purchase at the top of the page.

 
If the purchase does not appear here, you may wish to -
  • Check your credit card statement as any charge by QooSale will appear. If no charge has been applied, this means that your purchase was not successful.
 
If you believe you have been charged, but can’t find in your account, please Contact Us Now and provide the following information, so that we can quickly determine what the error might be caused by;
  • The date the purchase was made
  • The order Reference No you have purchased
  • The name exactly as it appears on the credit card used at the time of purchase

 

 

Q: Will a particular business or product be featured on QooSale again?+

Unfortunately, we cannot guarantee when a particular business or product will be re featured on QooSale..

QooSale operates on the underlying principle of providing daily deals and therefore, our selection of businesses and products varies from day-to-day based on availability or any promotions that may be featured.

We're very careful to calculate the maximum number of QooSale customers each business can handle for a deal and we're responsible for sticking to this limit so that everyone has a great experience.

We are sorry you missed out this time but if you keep an eye on the site, we are sure to have another great offer for you soon.

 

Q: When will I get my Voucher?+

A: You will receive the voucher via email on the same day as your purchase.You just download and print it out.

Press read the the Voucher 'Terms and Conditions ' as it will explain:
  • When the Deal's Seller will be accepting bookings
  • The redemption process or delivery times so that you can receive your service, or order your product.

 

Q: Will my Voucher have the price on it?+

A: Your Voucher will never display the purchase price.

The value does need to appear on the Voucher printout. This is so your gift recipient will know exactly what they are entitled to receive when they go to use their gift Voucher.
 

 

Q: Can I buy a gift?+

For Products Deal that needs to be delivered, If the Seller deliver to your city, you can purchase it.

    For Redemption Deal, please view on the Seller location of the Deal listiing. If you can redeem the voucher in person, you can purchase it. If you cannot redeem in person, please do not purchase the deal.

 

Q: How do I buy a QooSale Deal?+

Before you can purchase a QooSale Deal you need to register or sign into the QooSale website.

  • If you need to create a QooSale Account or exisiting QooSale buyer,  you can Sign In here.

Once signed in you can browse the QooSale website for the deal you wish to purchase.

If you wish to view deals from a different country, just click on the displayed country. You will be able to select the right location from a drop-down menu that appears.

When you find a deal of interest click on the Deal to see more details. Take the time to review the Highlights, Terms and Conditions, Company and Location details to make sure this is the one for you.

You can adjust the quantity you wish to purchase, When you are ready to buy click the 'BUY NOW' button, you will be able to select your preferred option.

 

 

 

MY QOOSALE ACCOUNT

Q: I can't remember your password or want to reset your password?+

A: You can reset it quickly, yourself, by following the easy steps below;

  1. Go to www.QooSale.my and click on the 'Sign In' button.
  2. On the next page, click on the 'Forgot your password' button.
  3. Enter your email address and click 'Submit'
  4. You will be sent an email from QooSale with a link contained in it.

Click on the link contained in the email and you will be able to set a new password for your account.

Want to update or change your new password?
You just need to follow the simple steps below:

  1. Go to www.QooSale.my and click on the 'Sign In' button.
  2. Go to 'My Account' and click on 'Edit' button..
  3. Enter your Current password and New password and click 'Update'.

 

If you are having trouble when following these steps, please feel free to Contact Us Now and our Customer Service Team will be in contact with you as soon as possible.

 

Q: Having trouble logging in, or other problems with the website?+

A: Are you having trouble viewing or using the QooSale website?

If you are experiencing technical issues whilst using www.QooSale.com, such as buttons missing or drop-down menus not appearing, this is most likely due to your Internet Browser not being compatible with our website.
 
 
Can you please contact our Customer Service Team and provide answers to the following questions:
  1. Are you using a PC, iPhone/iPad or Android device to access www.QooSale.my
  2. What Internet Browser are you using (Internet Explorer, Safari, Google Chrome, Mozilla etc.)
  3. What version is your current browser/operating system?
  4. Have you cleared your cookies cache?
  5. What were the exact steps taken before you received the error message?
  6. Are you able to provide a screenshot of error message?

 

Q: Phone Call - Verification Check+

A: If you receive a call from us, please don't panic!

We often randomly select Buyers that have made a high value purchase. This is to ensure the Buyer has knowingly placed the order and all Buyer details match. 

 

Note: If you receive a call and you are unsure and do not feel comfortable please contact our Help Centre ASAP so we can organise a time to verify your details and avoid us cancelling your order.
 

 

Q: How do I update my account details and delivery information?+

A: Once you have signed in to the QooSale website, you can change your account details by selecting the 'My Account' button at the top of the page.

 

 

 

VOUCHER FAQ

Q: How do I redeem my Voucher?+

A: For Products Deals by shipment, you don't need to print out or redeem from the Seller. You just relax and wait. The Seller will send the products to you follow the shipping method you have selected or follow the shipping method that the Seller offered. The delivery times you can refer to the voucher under terms and condtions

    For Products Deals by Local pick up / Self Collection that you need to redeem in person, you need to print it out, contact the Seller if appoinment or booking in advance is needed. Please refer to the Terms and Conditions stated on the voucher. Once booking or appoinment confirmed by the Seller, bring it to the Seller's retail outlet redeem it and collect your products.

    For Redemption Deals redeem in person: you are required to print it out the voucher, contact the Seller if appoinment or booking in advance is needed. Please refer to the Terms and Conditions stated on the voucher. Once booking or appoinment confirmed by the Seller, bring it to the Seller's retail outlet redeem it. 

 

Q: My Voucher has expired, what happens now?+

A: The validity period of your Voucher can’t be extended beyond the expiry date listed in " Terms and Conditions ”.

Unfortunately, after this expiry date, your Voucher no longer carries any value so the provider is not obligated to honour it.

Expired Voucher cannot be refunded or exchanged.

 

 

 

Q:How many people can use the Voucher?+

A: Each Voucher is valid for redemption by 1 person only. There can sometimes be a combination of these terms at times, so if you are unsure, the best option is to contact the Seller using their contact details found in the deals description.

 

Q: My Voucher all have the same code?+

A: All Voucher have system-generated Voucher & Barcode Numbers which are unique. Sometimes the numbers are very similar, with only a number or two different, we would suggest checking the numbers again (pasting them below one another is very helpful). If you still think they are identical please alert us and we will investigate further for you.

 

Q:Can someone else use my Voucher?+

A: No. QooSale vouchers are generally not transferrable. Retailers have the right to check and disallow the redemption of the voucher if the voucher is redeemed by a different person.

 

 

 

 

 

 

 

PRODUCT DEAL BY SHIPPING METHOD

Q: May I know is it Free Shipping?+

A: It is depends on the seller. you can check the shipping fees on the deal's description.

 

Q: What are the delivery times for products or merchandise from local Seller ?+

A: It is depends on the Seller's condition. The delivery times is stated on the Deal's terms and conditions. Please confirm that you accept the delivery times before you make payment. Thank you.

 

Q: What happens if I am not home to receive delivery of my order?+

A:There is no need to worry if you are not at home to receive a delivery. All the items are sent via a registered mail.

If you are not at home, Card notice will be left with instructions on how to collect your package. This card/notification generally means that your parcel is waiting for you at a local post office or other courier company.

You may need to present this card to the post office or other courier company upon pick up with photo identification.

Please try & arrange pick up as soon as possible as some post offices or courier company will only keep your parcel for a short period of time before they return it back to the Seller.

We don’t want you missing out on your parcel!

 

Q: I bought a QooSale products,  Which address will it be delivered to?+

A: When you make your purchase, you will be directed to the check out screen.

Please ensure that the details you have provided on the Qoosale checkout form are the correct ones of where you want your item to be delivered to.

If you have entered your details incorrectly, please notify the Seller as soon as possible.

 

Q: Where's My Product Order?+

A:  Once the Seller has ship out your order, You will receive a notification "Order Status Update" via email about the tracking number. You also can view the tracking number by login to your Buyer account, then select 'My Order' and then select 'View'. You can track your item,using the tracking number provided. Please also refer to the "Terms and Conditions" stated on the Voucher. The delivery times frame is stated there.

 

 

 

 

 

RETURN AND WARRANTY

Q: My item is damaged, defective or dead on arrival. What do I do, and how do I apply for a return?+

A: If you have receive the products doesn't match the deal's description, you should contact the Seller to request for exhange within 3 days after receipt. Buyer should only return the products after receive exchange approval from the Seller. Products being returned must be in original condition, with all tags attached, original undamaged box and/or packaging.

Please note that the following products are excluded from our returns policy due to hygiene reasons:

  • Toiletries
  • All earrings
  • Lingerie
  • Swimwear
  • Bedding (Bedsheets, pillow, bolster, quilt, comforter)
  • Linen (Pillowcases, bolster cases)
  • Towels (face, hand, bath)
  • Opened Mattresses
  • All socks, handkerchiefs and hosiery

Return costs shall be borne by the party attributable to the return request, such as:

  • The Buyer, where the return is due to his/her change of mind for size or color
  • The Seller, where the return is due to the defects in the item,delivery of the wrong or different item

For overseas purchases, return attributable to the buyer may not be practically possible due to high return costs. QooSale or sellers take no responsibility and assume no liability for such cases.

If you have already searched the section and haven't found the answer you're looking for, you are more than welcome to get in contact with our dedicated Customer Service Team. You can submit a Contact us our helpful Team Members will be in touch to show you the way.

 

Q:I changed my mind! Request Cancel or Refund ?+ 

A: Sorry, If you had paid for the deal, we will not be able to cancel or refund.

 

 

 

FEEDBACK AND GENERAL ENQUIRIES

Q: Why haven't I received a reply to my email?+

A: Our team endeavours to respond to all Member queries within 3 business days. If you have sent a query and 3 full business days have passed and you have not received an email from us, it is likely that we have sent you a response that you have not received.

This can happen for a few reasons:

  1. You've simply missed our email - check your inbox, junk mail and your deleted items folders carefully, hopefully you'll find our message.
  2. Our email has been marked as 'spam'. Ensure you have added the cs@QooSale.com to your 'safe senders' list.
  3. Your email provider has blocked emails from our Help Centre. We are aware that some email providers (Bigpond & iinet in particular) have blocked emails from our Customer Service software, we are working with these providers to rectify this issue but in the meantime, we will respond to your email from an alternate platform. An email will be sent to you from 'Team QooSale', so keep your eyes peeled for this and ensure that the cs@QooSale.com is added to your safe senders list.

Another important "technical thing" to note is that our Help Centre works on an oldest to newest system. Meaning that the oldest emails in the queue are answered first. If you add information to an open ticket, it will be moved to the back of the queue. We kindly ask that you do not add information to an open ticket or resend the query unless we have requested you to do so, this will avoid any unnecessary delay resolving your query.

 

 

Q: I want to feature my Business or sell at QooSale+

A:If you want to promote your business with QooSale please click here.

You'll find more information on how QooSale works, how we can help grow your business and how to get in contact with us.

If you would like to send us an email, please include your business name, web address, location, contact details and a general description of the deal you would like to promote with QooSale, so that one of our Business Development Managers can get in contact with you.

 

 

Q:Does QooSale have a phone number?+

A: All of our customer support and service is conducted via email and Live Chat for conversation tracking purposes.

 

 

Q: Still can't find what you're looking for?+

A: If you have checked the Help Centre and still haven't been able to find an answer to your question, please feel free to submit a request and our helpful customer support team will be glad to assist you further.

Please include as much information as you can relating to your question, so our support team can help you as quickly as possible.

Please allow up to 3 business days for our team to respond to your query.

Please note - as our email system works on an oldest to newest system, when you update your ticket with extra information your query will be moved to the newest time of your response. Please allow our customer service team to respond to your initial query as we will ask for more information if required. This will help our staff respond to your query more efficiently.