A Vision-Aid initiative Ability Bazaar - home

Trust

Customer support and escalation

A marketplace is only as good as what happens when something goes wrong. Here is how to reach a human, what response times to expect, and how to escalate if we fall short.

Reaching us

  • Email: info@visionaid.org - the fastest route. Include your order or inquiry reference (it looks like AB-XXXXXX) if you have one.
  • Contact form: Talk to us - every submission gets a reference number and lands with the operations team.
  • Phone: (781) 333-5252 - leave a message and we will call back. Email is faster.

What to expect

  • Acknowledgement within 1 business day for any support request.
  • Order status questions: answered same or next business day, with your order's current pipeline stage.
  • Deliverable concerns (something late, wrong or unclear in a report): a substantive response within 2 business days, and a named owner for the fix.
  • Payment issues (charged but no confirmation, refund requests): treated as urgent - we investigate within 1 business day. Test payments made during review are refunded on request, no questions asked.

If a deliverable is late or wrong

  1. Tell us via email or the contact form with your reference number.
  2. We confirm the issue, give you a corrected timeline, and prioritise the fix - re-work caused by our error is always free.
  3. If we cannot make it right within the corrected timeline, you may request a partial or full refund for the affected work.

Escalation path

  1. First line: the operations team at info@visionaid.org.
  2. Not resolved in 3 business days? Reply to the same thread with the word ESCALATE in the subject - it routes to the program director.
  3. Still not resolved? Vision-Aid leadership reviews every escalation weekly; you will receive a written resolution or explanation.

One more thing: our operations are run by AI agents, but support is not. A human reads, owns and answers every support request and escalation.