Customers FAQ's

by Nicolas Zouein

Useful information for customers

What is a Wishlist?

by Nicolas Zouein

Your Wishlist is a tool on ArzMall that allows you to bookmark products that you are interested in for later review. You can manage products in your wishlist by adding/deleting tags.

What to do before you buy?

by Nicolas Zouein

Check product details carefully

Review the shipping terms, refund and return policies, and other terms and conditions of the product you want to buy carefully before placing an order.

Communicate with the supplier
Make sure you're eligible to buy the item you are interested in. If you cannot meet certain conditions, such as the minimum order quantity for an item, please contact the supplier before ordering the item.

Understand the product you want to buy
Use common sense. If a product or the price of a product seems too good to be true, it probably is.
Get to know the supplier you are buying from. To check on a supplier's Feedback Profile and History, click on the positive feedback number in Supplier Details on product page.
Learn about our Buyer Protection Plan

Keep your contact information updated (including your email address, phone number, etc.)

What to do before you pay?

by Nicolas Zouein

To be protected 100% against fraud we suggest you always use ArzMall's payment methods, this means to buy your items through ArzMall's shopping cart.

Although this is not obligatory but it is highly recommended.

Only purchase from vendors who accept ArzMall's payment methods because your payment is only released to the vendor after you confirm satisfactory receipt of your order.

Don't pay with cash or with money transfer services such as Western Union or MoneyGram directly to the vendor. If a vendor asks you to use a payment method other than ArzMall's Escrow, please report to us.

Keep records of your communication with the supplier, especially if the buying terms are different from those specified on the original product detail page.

Transaction returns & disputes

by Nicolas Zouein

How do I dispute a transaction on my account?

It's not uncommon for transaction disputes to be the result of a misunderstanding. Before contacting your vendor or the ArzMall team to raise a transaction dispute, please take a moment to consider the following scenarios and whether they apply to your individual situation:

I did not authorise the transaction / I do not recognise the company name on my statement

Many companies use different trading and merchant names to identify their stores. This is especially prevalent for online merchants. If you do not recognise a merchant description on your statement, a quick internet search or phone call to the company may help clarify the nature of the goods or services they provide.

If your account has supplementary holders, be sure to check whether they could have made the purchase(s) in question.

Finally, it's a good idea to think back to the date and dollar amount, as this may prompt your memory. If you use a calendar or diary, check what you were doing on the day of the transaction (include dates either side, as it's not uncommon for there to be a delay from when you make a purchase, to when it shows on your account).

The goods received are not as described

Check the merchant's return policy. This policy should be clearly displayed in-store or on the sales voucher.

Obtain a detailed description of the return policy from the vendor before placing your order.

The goods or services are not received/rendered

Double check the expected date of delivery, as you are unable to initiate a transaction dispute if this date has not yet passed.

The transaction amount on my statement differs from my receipt

Contact us immediately.

I do not remember making a purchase on the date reflected in my statement

As with scenario one, think back to the date and dollar amount to help prompt your memory. If there are any supplementary holders on your account, be sure to check with them.

Finally, it's not uncommon for there to be a delay from when you make a purchase, to when it shows on your account. Please consider purchases you may have made a few days either side of the transaction date on your statement.

If you have considered the above scenarios and are still questioning one or more transactions on your account, please call us immediately so we can investigate the issue and if required, block your account to prevent further unauthorised purchases.


by Nicolas Zouein

How do I protect my account?

Improving your account security:

Important: If you suspect that an unauthorized party has already accessed or attempted to access your account, please contact us immediately.

The following tips are proven ways to improve your account security:

1. Set a secure password
* Use a combination of letters or numbers ? e.g. beatlesfan28, with no spaces between
* Use multiple words and numbers without spaces ? e.g. thebestboss84
* Never use single words that can be found in any dictionary ? e.g. manager or bamboo
* Never use personal information others can easily obtain or guess ? e.g. your name, phone number, or birth date

* Never use your email address as the password
* Never use common passwords ? e.g. 123456 or ABCDEF

2. Sign in to ArzMall regularly
Signing into ArzMall ensures your account information stays current

3. Be cautious when you receive requests for private or sensitive information
Never click on links in emails to access ArzMall or web pages if you suspect the message might not really be from us. Avoid filling out forms in email messages that ask for your personal information, such as your Member ID, password and credit card information. Most sign-in pages can be identified by addresses that begin with

What happens if I lose my password?
You are responsible for maintaining the confidentiality of your password and Account, and agree to notify us if your password is lost, stolen, or disclosed to an unauthorized third party, or otherwise may have been compromised. You are responsible for activities that occur under your Account.

What happens if ArzMall detects a suspicious transaction?
As part of our ongoing commitment to keep you safe and secure, if we identify a suspicious transaction on your account, the Fraud Team may communicate with you using an automated contact system. Allowing us to promptly contact you via phone or SMS, this technology provides a quick and easy way for you to verify whether transactions on your account are genuine by responding using your phone's keypad. In instances where you do not recognise a transaction, this system will transfer you to a consultant to discuss the matter further (if outside of hours, our team will contact you first thing the following day).

Will I be held liable for unauthorised transactions on my account?

If there's a fraudulent transaction on your ArzMall account, you will not be held liable if you contribute in stopping this act before it is completed thus preventing physical loss of merchandise. To prevent all this you should promptly notify us of the theft, loss or misuse of your account.

Credit facilities FAQ's

by Nicolas Zouein

What is the approval criteria for Credit?

Like most financial institutions, we work on a credit check system and we consider if the credit is suitable for you given all the circumstances. We also need to make sure we are identifying the right person, to prevent fraud. We take many things into consideration when reviewing an application. And, while we don't disclose the specific details of our criteria, if you're declined we'll let you know in writing.

What will my credit limit be?
Credit limits vary from person to person. The information you supply in your application will help us determine your credit limit. If your application is approved, we'll then let you know your credit limit.

When can I expect to receive an answer on my application?
If you apply online and provide all the necessary information, we can give an answer on your application within same day in most instances. If you apply in-office you'll also receive a response quickly.
In some instances further information may be required to process an application. If further information is required we will inform you during the application process.

Is it everytime I need to buy an item I must fill a credit application?
No. You apply for a credit facility application one time only, once approved you'll receive a credit amount of dollars deposited into your account that enables you to buy whatever you want, whenever you want.

If my application is approved, when can I expect to receive my funds?
Usually same day of your approval.

How do I receive the funds?
You'll receive a "Gift Certificate" into your account with a specific amount of money, this money can be used to pay when checking out with your shopping cart.

Can I use my funds as soon as I get them?
Yes sure.

Can I request a credit limit increase?
It depends on many factors, contact us and we'll review your case.

How can I make repayments?
Usualy we accept repayments by the following ways:
-Credit Card
-Western Union or MoneyGram
-Loyality Program: You can pay with your earned points.

What do I do if I cannot afford to make my repayments?
If you are having difficulty making your minimum monthly repayments please talk to us. The sooner you contact us, the more likely we will be able to assist you. Visit the Hardship page.

How will I track when my payments are due?
Usualy they are due on the 1st of each month. You'll receive a statement every month, showing the minimum monthly payment amount you're required to make and the due date, plus any overdue payments.

How are the minimum monthly repayments calculated?

The amount you need to repay appears on your monthly statement. If monthly payments are required, it's calculated at 3% of the total outstanding balance or $20, whichever is greater (plus any overdue payments and over limit amounts and any instalments payable on instalment purchases).

What is hardship?

by Nicolas Zouein

Hardship is when a customer is not able to make their regular loan repayments. This could be for a credit card, personal loan or car loan. This is also known as Financial Difficulty.

Are you having difficulty making repayments to ArzMall?

At ArzMall we understand that sometimes life events such as illness, unemployment or relationship breakdown can lead to difficulty in making repayments.

If this occurs it is important that you contact us as soon as possible so we can discuss your circumstances in order to enter into a suitable arrangement.

Who should you contact?

ArzMall has a dedicated Hardship team to assist our customers experiencing 'Financial Difficulties'.

Contact Numbers and Hours of Operation:

Phone: 961 3 715 515
9am - 5pm Monday to Friday

What happens then?

Our Hardship Team's aim is to assist you in your current financial situation as efficiently as possible. To do this they will complete an over-the-phone assessment with you. This assessment should take less than half an hour and requires you to provide us with details of your income and expenses. In certain situations we may request some documents to finalize the assessment, but will explain this to you if this is necessary.

Where we are able to offer a hardship solution we will:

-Tailor this to your personal circumstances;
-Assess what you can afford to pay and
-Stop collections calls or letters while the hardship agreement is maintained.

Where we are unable to agree to a hardship arrangement we will advise you of this in writing and inform you of your further options in line with our complaint handling process.

What is a Gift Certificate ?

by Nicolas Zouein

You want to give a friend a gift, but your friend "has everything" or you don't know what to give.

By giving a gift certificate, you make it possible for your friend to purchase the particular item or product that he or she needs.

Can a gift certificate expire? No

Does a gift certificate contain a service fee? No

Can the holder of a gift certificate redeem it for cash? No

I did not receive an activation email from ArzMall

by Nicolas Zouein

If you haven't received the email to activate your ArzMall account there are a few common reasons it may not have come through:

- The email is still in transit. Depending on internet traffic and how busy your ISP is, it can take a couple hours for emails to arrive. This is more likely to happen around holidays and peak sending times.

- The email is getting trapped by an over-aggressive spam filter. Check your junk or spam folder to see if the activation email landed there. If not, it could be happening at the server or ISP level. You may want to check with your server administrator or try signing up with another email address, if you have one.

- A corporate firewall is stopping the email from getting through. Some corporate email servers have firewalls, which block certain emails in an attempt to provide greater security and reduce spam. If you're on a corporate email server, check with your server administrator to make sure that emails from addresses aren't being blocked.

- Maybe you typed the wrong email address when you signed up?

If you still haven't received the email, navigate to the login page and enter your login credentials to prompt a resend of the activation mail. You can contact our support department through email if you need additional help signing up.


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