RTTMALL Contact Policy

1. Contact Channels & Usage Guidelines

1.1 Online Customer Service (Recommended for Real-Time Inquiries)

• Access Method: Log in to your RTTMALL account at https://grocery.rttmall.com/, then click the “Online Customer Service” icon in the bottom-right corner of any page.
• Service Scope: Ideal for urgent questions, including order status checks, payment issues, logistics updates, product availability, and basic account support.
• Service Hours: Monday to Sunday, 9:00 AM – 6:00 PM (TT Time, Trinidad and Tobago Time). Service hours may be adjusted during public holidays (e.g., Christmas, Independence Day) – we will post advance notices on the homepage.
• Guidelines:
  • Have your order number (if applicable) or registered email/phone number ready to verify your account.
  • Describe your issue concisely (e.g., “Order #RTT202405XX has not shipped; please check”) to avoid delays.
  • Chat records are automatically saved for 90 days for dispute resolution – please keep a copy if needed.

1.2 Email Support (Recommended for Detailed Inquiries & Documentation)

• Official Email Address: [email protected]
• Service Scope: Suitable for non-urgent matters requiring documentation, such as return/exchange applications (with photos/videos), complaint submissions, feedback on products/services, or requests for account-related documents (e.g., invoices).
• Response Time: We aim to reply to all valid emails within 24 business hours (excluding weekends and public holidays). For complex issues (e.g., payment disputes), we may need 3–5 business days to investigate and provide a solution.
• Guidelines:
  • Use the subject line format: [Issue Type] – [Your Name/Order Number] (e.g., “Return Request – John Doe / Order #RTT202405XX”) for faster sorting.
  • Attach relevant documents (e.g., bank deduction screenshots, product damage photos, order confirmations) in common formats (JPG, PDF, PNG; file size ≤ 10MB per attachment).
  • Include your registered phone number in the email body to enable phone follow-up if needed.

1.3 Phone Support (Recommended for Urgent, Complex Issues)

• Customer Service Hotline: 1-800-RTT-MALL (toll-free within Trinidad and Tobago)
• Service Scope: Reserved for urgent, time-sensitive issues that require direct communication, such as:
  • Failed payments with confirmed bank deductions.
  • Damaged/lost packages upon delivery (to report within 24 hours of receipt).
  • Account access issues (e.g., locked accounts, forgotten passwords affecting urgent orders).
• Service Hours: Monday to Friday, 9:00 AM – 5:00 PM (TT Time); closed on weekends and public holidays.
• Guidelines:
  • Prepare your order number, registered email/phone number, and key details (e.g., payment date, delivery address) before calling to speed up verification.
  • If you reach a voicemail (during peak hours or near closing time), leave a message with your name, contact number, and brief issue description – we will return your call within 1 business day.

1.4 Mailing Address (For Physical Correspondence & Returns)

• Official Address: RTTMALL Customer Support Center, 123 Main Street, Port of Spain, Trinidad and Tobago
• Usage: Only for sending physical documents (e.g., return authorization forms) or returning products (after obtaining prior approval via online/email support).
• Guidelines:
  • Do not send returns without approval: Unauthorized returns will not be processed and may be returned to you at your own cost.
  • Include a copy of your order confirmation or return approval email inside the package, and clearly mark your order number on the outer envelope/box.

2. What Information We Need from You

• Your full name (matching the name used to register your RTTMALL account).
• Registered email address or phone number (to verify account ownership).
• Order number (for order-related inquiries – find it in your order confirmation email or “My Orders” page).
• Detailed description of your issue (e.g., “Product received: Carib Beer 275ml (1×24), but 3 bottles are leaking”).
• Relevant evidence (e.g., photos, screenshots, transaction IDs) to support your inquiry.

3. Handling of Your Inquiries

• Confidentiality: All information you provide (personal details, order data, payment records) will be used solely to resolve your inquiry and will be protected in accordance with our Privacy Policy (available on the RTTMALL homepage). We will not share your information with third parties unless required by law or to facilitate service (e.g., sharing delivery details with our logistics partner).
• Issue Resolution: For each inquiry, we will assign a unique reference number (provided in emails or phone follow-ups) to help you track progress. If you are not satisfied with the initial solution, you may request to escalate the issue to our Customer Experience Supervisor by mentioning your reference number.
• Feedback Management: We value your feedback (positive or negative) – all feedback is reviewed monthly by our management team to improve products, services, and support processes.

4. Limitations

• We cannot guarantee response times for inquiries sent outside of official service hours (e.g., late-night emails, weekend calls).
• We are not liable for delays caused by incorrect/incomplete information provided by you (e.g., wrong order numbers, unreadable attachments).
• For international inquiries (outside Trinidad and Tobago), please note that we currently only support delivery within Trinidad and Tobago – contact us via email for updates on future international services.