Data privacy & legal complaints under IT Act / DPDP Act 2023
Designated Grievance Officer
Name: Bael Trade Compliance Team
Email: grievance@b2bmarketplace.in
Response Time: Within 15 days (as mandated by law)
Address: Bael Trade India Pvt. Ltd., India
User Manual
If a seller fails to deliver, delivers wrong goods, commits fraud, or violates the platform's terms, you can raise a formal complaint here. All complaints are reviewed by the admin team within 48 hours under the Consumer Protection Rules 2020, with a dedicated grievance officer ensuring fair resolution.
Raise a New Complaint
Click "New Complaint". Select the category — Product Quality, Delivery Issue, Payment Issue, Fraud, or Other. Provide the order ID, a clear subject line, and a detailed description of the issue (minimum 20 characters). Attach evidence: photos of wrong/damaged goods, payment receipts, screenshots of seller communication.
Ticket is Created with 48-hr SLA
On submission, a complaint ticket ID is generated and the 48-hour resolution clock starts. You receive an in-app notification confirming the complaint. The admin team is alerted immediately and will review both sides of the dispute.
Admin Investigation
The admin reviews your complaint, the seller's order history, any communication logs on the platform, and evidence from both parties. They may ask follow-up questions through the ticket thread. Respond promptly to avoid delays.
Resolution
Resolution options include: In Your Favour (action taken against seller — warning, suspension, or ban), Partial Resolution (compromise reached), or Dismissed (if the complaint does not meet policy criteria). You are notified of the outcome.
Escalation
If 48 hours pass without a response, your complaint is automatically escalated to the grievance officer. You can also manually escalate by replying to the ticket requesting escalation. The grievance officer's contact is available in the Privacy & Compliance section.
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