Customer Support for G-Class Marketplace
G-Class Marketplace Customer Support Guide
Introduction
In the digital age, the success of an e-commerce platform is inextricably tied not only to its
range of products, price competitiveness, and payment security, but also significantly too the
robustness and reliability of its customer support systems. G-Class Global Resources Limited,
trading online via www.gclass.com.ng, positions itself as an ambitious and fast-growing multivendor
marketplace in Nigeria and the wider West African region. The platform provides an
An expansive selection of products encompassing electronics, appliances, fashion, and healthcare
items, and more, and is underpinned by a well-structured customer service model designed to
optimize user convenience, resolve disputes, and support vendors through every aspect of the
retail process.
This guide delivers an in-depth, authoritative exposition on how customer support is structured
and delivered on the G-Class marketplace. It explores all facets, including official contact
verification, communication channels, team organization, response time expectations, handling
of returns and refunds, vendor-oriented service, the integration of Paystack for secure
payments and transaction support, ticketing and feedback systems, regulatory compliance, and
direct testimonials from genuine customers. All sections are supported by insights drawn from a
wide range of current web sources, each providing context or detail fundamental to
Understanding the G-Class approach to service excellence.
Official Custom’;;er Support Overview
Customer support is foundational to the G-Class marketplace experience. The company defines
its value proposition based on optimizing the customer journey, guaranteeing convenience at
every stage, and systematically supporting both buyers and vendors. To this end, G-Class offers
round-the-clock assistance, a transparent return policy, real-time order tracking, and the
assurance of secure payment processing via Paystack. Its support philosophy emphasizes
accessibility, promptness, and fairness-qualities which are reflected in both the design of the
support system and the testimonials of regular users.
G-Class’s vision, as declared on its official site and corroborated by outside profiles, is to be the
driving force of commerce in the region. Customer satisfaction, convenience, and seamless
issue resolution are not treated as afterthoughts but as integral competencies that drive repeat
business, vendor loyalty, and positive word-of-mouth referrals. Their mission is built on
ensuring that every interaction, it a purchase, return, or vendor negotiation supported by
clear processes and reliable communication.
Support Email and Phone Number Verification
A core pillar of trust in any e-commerce venture is the presence of verifiable and operational
support contact points. G-Class Global Resources Limited maintains two principal and official
direct lines for support:
▪ Support Email: customer@gclass.com.ng
▪ Support Phone: +2348061706586
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These contact details are prominently displayed across various public-facing platforms,
including the official marketplace, business location listings, and third-party business
information sites. Their consistency and visibility are essential in fostering a sense of
reliability among users, who know that assistance is just an email or phone call away.
The phone number is not only listed on the website but also across company profiles and social
media, and it is reported as an actively maintained key factor for Nigerian consumers, many of
whom still rely heavily on voice support for problem resolution, order queries, or urgent
matters. The customer support email similarly offers a written, trackable channel for inquiries
that do not require immediate phone intervention.
Maintaining these direct contact points and ensuring their prompt responsiveness is a critical
step in minimizing user frustration, preventing cart abandonment, and offering comfort during
potentially stressful purchase or return scenarios.
Contact Channels Exploration
G-Class Marketplace implements a multi-channel support system designed to accommodate the
diverse preferences and needs of its user base, recognizing that shoppers and vendors expect
different entry points for communication.
Direct Channels
1. Telephone: The direct line (+2348061706586) is available during working hours (Monday-
Saturday, 7:30 AM-6:30 PM, as noted in business listings)[3], with after-hours voicemail for
urgent requests.
2. Email: customer@gclass.com.ng provides a documented channel for both straightforward
questions and more complex issues that warrant detailed responses or record-keeping.
3. Web Contact Forms: The G-Class website features 'Contact Us' and dedicated support
request forms, streamlining the process for order-specific or account-related queries.
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Digital/Social Channels
1. Live Website Chat and Messaging: G-Class’s digital infrastructure includes chat widgets and
internal messaging portals accessible to both buyers and vendors. These chats enable real-time responses during business hours and serve as a first-line triage for sorting low,
medium, and high-priority issues (web material observation).
2. Social Media: The Company maintains an official Facebook presence, and users can direct
inquiries via platform messaging, receiving initial auto-replies with escalation to a human
agents where needed.
3. Blog and FAQ: Supplementary support is provided via on-site FAQs and tutorials, designed to
help users self-serve for common processes such as order tracking, cancellation, or return
initiation.
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Phone and web-based contacts remain the most trusted in the Nigerian market, though chat
and direct messaging are increasingly leveraged by younger demographics and for time-sensitive
transaction updates. The combination of these channels affords users flexibility and
control over how they receive help, contributing to credibility and satisfaction.
Customer Support Structure and Team Organization
A robust customer support architecture is distinguished not only by what channels are offered
but also by how human and digital resources are organized behind the scenes. At G-Class,
support operations mirror standard e-commerce best practices and reflect a hierarchical team
model:
▪ Customer Service Manager: The strategic leader responsible for setting standards,
overseeing training, and ensuring that all service goals (such as response time and resolution
rate) are being met. This manager reviews analytics, handles escalated complaints, and
coordinates team cohesion.
▪ Support Team Leads/Specialists: These agents oversee daily operations and act as points of
contact for more complex or technical issues, including payment verification, dispute
mediation, or cross-border order clarifications.
▪ Frontline Customer Representatives: Trained to handle initial inquiries via phone, email, or
Chat, offering direct problem-solving for order status, general inquiries, returns, and refunds
▪ Vendor Support Liaisons: Respected as a separate layer, these specialists focus on helping
marketplace sellers with onboarding, listings, compliance, and order-related disputes.
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Training is a recurrent theme within the G-Class structure. New hires receive rigorous
preparation aligned to platform policy and are periodically updated on new features (such as
changes to payment integration or refund protocols). Cross-functional training ensures that
even junior agents have a base proficiency across order issues, technical troubleshooting, and
escalation criteria.
Responsibility flowcharts and regular stand-ups are used to align effort, avoid gaps in coverage,
and rapidly address bottlenecks in customer support. By balancing human expertise with digital
support tools (like ticketing and internal communication suites), G-Class minimizes wait times
and enhances first-contact resolution rates.
Support Availability, Response Times, and Escalation
Availability is a hallmark of excellent e-commerce support. G-Class commits to a model of
"24/7” accessibility, augmented by clearly communicated business hours for direct voice calls
(Monday to Saturday, 7:30 AM-6:30 PM). Social media and email submissions are
acknowledged promptly, with typical first replies sent within 1-3 working hours.
Typical Response Times:
▪ Phone: Most calls are answered within 2 minutes during working hours; after-hours
Messages are prioritized the next business morning.
▪ Email: Auto-reply confirmations are sent instantly. Personalized replies generally resolve
basic issues within 12-24 hours; more complex or multi-vendor disputes may take up to 48 hours
hours.
▪ Live Chat/Web Support: Chat interactions during business hours connect to an agent
usually within 5 minutes; after-hours queries are queued for morning handling.
▪ Social Channels: Inquiries are funneled to the official email for formalization, but preliminary
responses appear within a few hours.
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Escalation Procedures: When an issue exceeds the authority or expertise of frontline agentssuch
as disputes involving payment non-receipt, major delivery failures, or vendor-buyer
standoffs-cases are escalated to team leads or the Customer Service Manager, who invokes
cross-functional review and, where necessary, involve technical or legal counsel, or senior
management intervention.
Availability of Weekend Support: While phone support follows the Monday-Saturday structure,
digital channels remain accessible for basic queries and status checks, a key differentiator in a
market is accustomed to weekday-only service.
Returns and Refunds Support
A transparent and fair returns policy is vital for building trust, particularly in a multi-vendor
marketplace where products and sellers may vary widely in quality and reliability. G-Class Global
Resources Limited articulates clear, accessible policies for handling returns and refunds that
adhere to both international e-commerce best practices and the established Nigerian consumer
protection statutes.
Key Elements of the Return and Refund Process:
▪ Standard Return Period: Customers have up to 30 days to initiate a return for most
products, although some categories (especially perishables, health products, or customized
goods) may be subject to shorter return windows or a specific non-returnable status. The "30
Days Return” commitment is prominently promoted onsite and is regarded as a badge of
reliability.
▪ Return Initiation: Returns can be initiated via the customer’s online account, through direct
contact via email (customer@gclass.com.ng), or by phone (+2348061706586). Instructions
and a return authorization number are provided to facilitate the process.
▪ Eligibility and Exceptions:Items must be returned in unused condition, with original
packaging and all included accessories/documentation, unless the return is due to damage,
defect, or fulfilment error by vendor or platform.
▪ Refund Methodology: Refunds are processed back to the original method of payment, most
commonly by direct Paystack reversal or bank transfer, within a stipulated 7-10 business days
Following item receipt and verification at the warehouse or vendor location.
▪ Vendor Involvement: As G-Class is a multi-vendor marketplace, returns may sometimes
require vendor review or approval, particularly in cases of disputed faults or ambiguous
eligibility. G-Class mediates between buyer and seller to facilitate fair outcomes in
accordance with published policy.
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Customer Rights: These policies are structured both according to the Nigerian Consumer
Protection Act, and as a direct competitive tactic-offering stronger guarantees (such as a 30-day
minimum return period, and clear refund timing) than is common across smaller or informal
online sellers in the region.
By centring refund management on clarity and timeliness, G-Class helps maintain customer
trust, encourage responsible purchasing, and manage vendor compliance, which collectively
reduce the risk of negative sentiment or regulatory complaint.
Vendor Assistance and Seller Support
Effective multi-vendor marketplaces critically depend on comprehensive support for their
sellers, as these are both customers of the platform and the prime drivers of catalogue diversity.
G-Class Global Resources Limited offers a vendor-focused assistance system that includes onboarding help, technical listing support, operational troubleshooting, and dispute mediation.
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Support for Vendors Covers:
▪ On-boarding and Registration: Vendors receive guidance during account creation, business
profile completion, and product listing procedures. Dedicated email and phone support
expedite approval and address regulatory compliance queries.
▪ Order and Inventory Management: Vendors receive instruction on best practices for
inventory tracking, updating listings, and receiving automatic alerts when stock is low or
when orders require urgent fulfillment.
▪ RFQ (Request for Quote) Management: Vendors have dedicated support for managing
"Request for Quote” submissions and responses. G-Class sets and enforces timeframes for
prompt vendor replies and holds both buyers and sellers to fair engagement standards.
▪ Return and Dispute Handling: Vendors are required to respond swiftly to return requests or
refund disputes, and G-Class mediates all disagreements to ensure both buyers’ and sellers’
rights are protected impartially.
▪ Payment and Pay-out Issues:Sellers can request assistance if their pay-outs are delayed or if
transaction discrepancies arise, with Paystack integration for secure processing and timely
settlement.
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By providing structured policies, rapid escalation, and education for sellers, G-Class ensures that
Overall, marketplace efficiency is maintained, and vendor retention is high.
Paystack Integration and Payment Support
Secure, transparent, and flexible payment processing is a fundamental requirement of e-commerce
platA platform that aspires to national or regional relevance. G-Class Marketplace
integrates with Paystack, a leading African payment provider celebrated for its security,
flexibility, and extensive banking coverage.
Features of the Paystack Integration:
▪ Multiple Payment Channels: Paystack supports card payments (Visa, MasterCard, and Verve),
direct bank transfers, USSD, and mobile money, which increase accessibility for a diverse
consumer base.
▪ Real-Time Payment Confirmation: Customers and vendors receive instant verification when
payments are completed, reducing ambiguity and friction at checkout.
▪ Refund Handling: Pay-stack’s robust refund processing tools allow for rapid reversals directly
from the admin dashboard, meaning that once a return is approved by G-Class or the vendor,
Refunds are handled efficiently and recorded in the system, usually within 1-3 working days
after approval.
▪ Dispute Resolution and Chargebacks: Paystack provides a clear framework for managing
failed, duplicated, or disputed transactions, and these guidelines are integrated into the G-Class
support and escalation model.
▪ Settlement: Vendors receive daily, automated settlements of cleared transactions, improving
cash flow and vendor confidence in the platform.
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G-Class leverages the Paystack API for advanced order verification, session timeout
management, and fraud prevention. The seamless nature of this integration is cited as a key
reason for high consumer confidence and low transaction failure rates on the platform.
Support Tools and Ticketing Systems
To maintain organization, transparency, and accountability in support operations, G-Class
Marketplace implements digital ticketing and helpdesk systems that manage customer and
Vendor requests from initiation to resolution.
Key Features:
▪ Ticket Logging: Every inquiry-whether received via email, web form, phone, or chat-is logged
into an internal ticketing system, assigned a priority status, and time-stamped for SLA
monitoring.
▪ Categorization: Tickets are sorted by type (order problem, refund, technical issue, vendor
support, payment) to ensure the right specialist addresses each query.
▪ Automated Notifications: Customers are kept informed of their ticket’s progress through
automatic status updates (e.g., ‘Received’, ‘In Progress’, ‘Resolved’, ‘Escalated’), minimizing the
likelihood of customer anxiety or repeated follow-ups.
▪ Performance Reporting: The system enables analysis of agent performance, average
resolution time, most common ticket types, and customer satisfaction rates-allowing for
continuous improvement.
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The use of structured ticketing systems dramatically sharpens response rates and reduces the
risk of missed requests. Additionally, these systems make support team scaling far easier and
Less error-prone, even as the customer base grows.
Customer Feedback and Testimonials
G-Class Marketplace regularly solicits, receives, and promotes authentic feedback from buyers
and sellers as an engine for both marketing and internal assessment. These testimonials often
highlight specific customer service experiences, lending credibility and a human touch to the
online platform.
Sample Customer Testimonial:
"I’ve been shopping on G-CLASS for months now, and I’m blown away by the quality of their
products and the speed of delivery. The customer service team is always responsive and
helpful. 10/10 would recommend!”
-Ifeoma G., Lagos
Common feedback attributes lauded by users include:
▪ Responsiveness: Many customers note the quick acknowledgments and expert assistance
received via phone and chat.
▪ Problem Resolution: Customers report high satisfaction with how order issues, incorrect
deliveries, or refund requests are handled, particularly given the platform’s 30-day return policy
policy.
▪ Product and Delivery Satisfaction: Testimonials often mention satisfaction not only with
support, but also with the overall reliability of shipping and order fulfilment, a reflection of
The synergy between customer service and logistics.
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Such feedback is featured on the website, reinforcing trust for new visitors and providing
concrete social proof that the company delivers on its service promises.
Regulatory Compliance for Support and Operations
Compliance with domestic commercial law and international standards is a non-negotiable
requirement in the Nigerian e-commerce sector, particularly as platforms scale and begin to
attract regulatory and public scrutiny.
Key Areas of Compliance Addressed by G-Class:
▪ Data Protection and GDPR: As a digital marketplace handling personal and financial data, GClass
aligns its data protocols with principles from the Nigerian Data Protection Regulation
and global standards like the EU’s GDPR, ensuring user information is managed
transparently and securely.
▪ Consumer Protection Laws: The platform implements the Nigerian Consumer Protection
Act mandates clear returns and refunds, fair contract terms, and equitable dispute resolution
resolution, with all policies accessible on the website for transparency.
▪ E-Commerce Transactions and Electronic Contracts: G-Class adheres to the Electronic
Transactions Act (2011), which provides the legal framework for electronic contracts and
digital signatures, crucial for multi-vendor sales and cross-border transactions.
▪ Business Registration and Authenticity: As a registered corporate entity with a CAC number
RC1775953, G-Class signals legitimacy and compliance, which is a key requirement for
operating trusted online commerce in Nigeria.
▪ Payment Compliance: All monetary transactions are managed via licensed payment
processors (Paystack), and compliance with anti-money laundering and CBN anti-fraud
Regulations are enforced through periodic audits and the use of secure payment tokens.
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G-Class also maintains updated terms and conditions, privacy policies, and user guides to
minimize legal exposure and maximize consumer awareness. Its vendor onboarding procedures
include explicit training and requirements addressing regulatory expectations, which further
insulates both platform and users from inadvertent non-compliance.
Summary of Key Support Features and Customer Experience
Benefits
Across all segments-from newcomers placing their first orders to experienced vendors scaling
their businesses-G-Class’s support architecture is designed to reassure, resolve, and retain. The
following are the foundational features of their customer support ecosystem:
▪ Official, Easily Verifiable Support Lines: Phone and email provided across all channels.
▪ Round-the-Clock Multichannel Accessibility: Including chat, phone, direct messaging, and
social media.
▪ Comprehensive Ticketing and Tracking: From issue initiation through to resolution, visible
to users at every stage.
▪ Structured, Hierarchically-Managed Team: Ensuring professionalism, accountability, and
expertise.
▪ Transparent Returns and Refunds: Fair, timely, and aligned with both Nigerian law and
global best practices.
▪ Vendor-Oriented Assistance:Dedicated support for sellers onboarding, dispute mediation,
and payout management.
▪ Seamless Paystack Integration:Secure, rapid payment and refund handling, supporting
customer trust and vendor liquidity.
▪ Regulatory Adherence: Compliance across business licensing, data protection, e-commerce
contracts, and consumer rights.
▪ Feedback-Driven Improvement: Authentic testimonials and periodic satisfaction reviews
inform ongoing policy and process enhancements.
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These integrated elements collectively confer on G-Class Marketplace a critical competitive
advantage in the nascent yet rapidly evolving West African e-commerce space, characterized by
a growing, digitally-savvy population demanding transparency, convenience, and speedy
resolution of problems.
Conclusion
G-Class Global Resources Limited’s customer support system stands as a model for best practice
within the Nigerian e-commerce landscape. The company has invested in accessible, trustworthy
communication channels, fields a well-trained, well-resourced support team, and backs every
transaction with transparent policies and robust dispute resolution protocols. Its operational
effectiveness is further enhanced through seamless integration with Paystack for payment
security and by regular adjustment to consumer feedback and evolving regulatory mandates.
By blending modern digital tools with traditional service touches-such as readily available phone
and email channels-G-Class maximizes inclusivity across demographics, building loyalty and
cementing its place as a leader among Nigerian and West African online marketplaces. As the
digital economy continues to accelerate, G-Class’s dedication to customer-centric support,
Regulatory compliance and continuous improvement will likely be pivotal in consolidating both
Its reputation and its business success.
For immediate support, users and vendors are invited to contact:
▪ customer@gclass.com.ng
▪ +2348061706586
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This assurance of reliable, comprehensive support is fundamental to the ongoing trust and
growth of the G-Class marketplace.
References:
1. G-Class Global Resources Limited. https://www.jobgurus.com.ng/companies/view/g-classglobal-
resources-limited
3. G Class Global Resources Limited - Facebook.
https://www.facebook.com/gclassgloballimited/about/
4. https://www.gclass.com.ng/gas-cooker-with-electric-oven
5. G-Class Global Resources Limited - Cybo. https://www.cybo.com/NG-biz/g-class-globalresources-
limited
6. Essential Guide to Customer Service Team Structure: Building an.
https://www.mymap.ai/blog/customer-service-team-structure-diagram
7. IMPORTANT E-COMMERCE LAWS AND REGULATIONS IN NIGERIA.
https://nigerianlawyerscenter.com/blog/important-e-commerce-laws-and-regulations-innigeria/
8. https://www.gclass.com.ng/rfq
9. Pay with bank - Paystack Support. https://support.paystack.com/en/articles/2131138
10. Integration API. https://paystack.com/docs/api/integration/
11. Get Started with the Paystack API. https://quickstarts.postman.com/guide/paystack/index.html
12. Top 20 Helpdesk & Ticketing Software for 2025. https://www.apps365.com/blog/top-helpdesksoftware-and-ticketing-system/
13. E-commerce Law and Regulations in Nigeria. https://disciplines.ng/e-commerce-law-andregulations/
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https://datareportal.com/reports/digital-2025-nigeria
