Grievance Redressal Policy

1. Introduction

We are committed to providing a transparent and efficient mechanism for resolving customer concerns and grievances. This Grievance Redressal Policy outlines the process for users to raise complaints and ensures timely resolution.

2. Scope

This policy applies to:

Buyers (Customers)
Sellers (Vendors)
Any user interacting with the platform

It covers issues related to:

Orders and deliveries
Payments and refunds
Product quality and misrepresentation
Account-related concerns
Any other service-related complaints

3. How to Raise a Grievance

Users can raise a grievance through the following channels:

Email: support@yourstore.com
Customer Support: [Phone Number]
Website/App:
- Login → My Account → Help/Support → Raise a Ticket

4. Grievance Redressal Officer

As per applicable regulations, a Grievance Officer has been appointed:

Name: [Grievance Officer Name]
Email: grievance@yourstore.com
Response Time: Within 48 hours

5. Resolution Timeline

Acknowledgement of Complaint: Within 24–48 hours
Resolution Time: Within 5–7 business days from the date of receipt

In complex cases, users will be informed about the extended resolution timeline.

6. Complaint Handling Process

User submits a complaint with relevant details
Complaint is logged and assigned a ticket ID
Internal team reviews the issue
If required, seller/vendor is contacted
Resolution is provided to the user
Ticket is closed after confirmation

7. Escalation Mechanism

If the user is not satisfied with the resolution:

The complaint can be escalated to the Grievance Officer
Escalation requests will be reviewed on priority

8. Seller Responsibilities (For Marketplace)

Sellers must respond promptly to customer complaints
Sellers must ensure product quality and accurate descriptions
Non-compliance may result in penalties or suspension

9. User Responsibilities

Provide accurate information and supporting documents
Avoid misuse of the grievance system

10. Record Keeping

All grievances and resolutions are recorded for:

Quality improvement
Compliance and audit purposes

11. Policy Updates

This policy may be updated from time to time. Users are advised to review it periodically.

Material 3

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