New Complaint
Report an issue — we respond within 48 hours
Consumer Protection Act: All complaints are addressed within 48 hours as required by the Consumer Protection (E-Commerce) Rules 2020. Data / legal complaints → Grievance Officer
Report an issue — we respond within 48 hours
User Manual
The complaints system is your escalation channel when something goes wrong — a buyer does not pay, commits fraud, or disputes an order unfairly. All complaints are reviewed by the admin team within 48 hours in compliance with Consumer Protection Rules 2020, with a dedicated grievance officer overseeing resolutions.
Raise a New Complaint
Click "New Complaint". Select the category (Fraud, Payment Issue, Delivery, Product Quality, or Other), provide the order ID if applicable, write a clear subject line, and describe the issue in detail (minimum 20 characters). Attach any evidence — screenshots, payment proofs, communication records.
Complaint is Logged (Ticket Created)
On submission, a complaint ticket is created with a unique ID and a 48-hour SLA clock starts. You will receive a notification confirming the ticket. The admin team is alerted immediately.
Admin Reviews and Investigates
The admin team reviews both sides of the dispute — your complaint, the order history, communication logs, and any evidence submitted by the other party. They may ask you for additional information via the ticket thread.
Resolution and Closure
The admin resolves the complaint with one of: In Favour (action taken against buyer), Partial Resolution, or Dismissed (if the complaint did not meet the required criteria). You are notified of the outcome and the ticket moves to Resolved or Closed.
Track Complaint Status
On the Complaints page, each ticket shows its status: Open → In Progress → Resolved → Closed. You can click any ticket to view the full thread, admin notes, and resolution details.
5 steps · 5 tips · 5 FAQs