Grievance Redressal

Purpose

The purpose of this Grievance Redressal Policy is to provide a framework for addressing and resolving customer grievances in an efficient, transparent, and fair manner within the context of an e-commerce marketplace.

Scope

This policy applies to all customers and stakeholders who utilize the services of the e-commerce marketplace.

Grievance Categories

The e-commerce marketplace recognizes the following categories of grievances:

1. Product-related grievances: These include issues related to the quality, condition, or specifications of the products purchased from the marketplace.

2. Delivery-related grievances: These include issues related to delayed deliveries, non-delivery of products, or damaged products during transit.

3. Billing-related grievances: These include discrepancies in pricing, incorrect charges, or billing errors.

4. Customer service-related grievances: These include instances of poor customer service, unprofessional behavior by customer service representatives, or lack of response to customer queries and complaints.

5. Refund and return-related grievances: These include issues related to refund processing, delay in refunds, or denial of return requests.

Grievance Redressal Process

The e-commerce marketplace is committed to resolving customer grievances in a timely and effective manner. The following steps outline the grievance redressal process:

1. Grievance Registration:

   • Customers can register their grievances through multiple channels such as phone, email, or an online complaint form provided on the marketplace's website.
   • The marketplace shall provide a unique grievance reference number to the customer for future reference.

2. Grievance Acknowledgement:

   • Upon receipt of a grievance, the marketplace will acknowledge the complaint within 24 hours.
   • The acknowledgement will include the grievance reference number and an estimated timeline for resolution.

3. Grievance Investigation and Resolution:

   • The marketplace will investigate the grievance thoroughly and take necessary actions to resolve the issue.
   • If additional information or documents are required from the customer, they will be requested promptly.
   • The marketplace will make all reasonable efforts to resolve the grievance within a specified time frame, typically within 7-14 working days.

4. Communication and Updates:

   • The marketplace will maintain regular communication with the customer regarding the progress of the grievance resolution.
   • Updates will be provided through preferred communication channels, such as email or phone.

5. Escalation:

   • If the customer is not satisfied with the resolution provided by the marketplace, they can escalate the grievance to a higher authority or designated escalation point.
   • The marketplace will provide details of the escalation process, including contact information for escalation points.

6. Closure and Feedback:

   • Once the grievance is resolved, the marketplace will notify the customer and seek their feedback on the resolution process.
   • The customer's feedback will be considered for improving the marketplace's grievance redressal mechanism.

Conclusion

The e-commerce marketplace is committed to ensuring customer satisfaction and addressing grievances in a fair and transparent manner. This Grievance Redressal Policy aims to provide a structured approach to handling customer complaints and resolving them promptly. The marketplace will continuously review and update this policy to align with evolving customer needs and industry best practices.