Grievance Policy

 

Introduction of the Policy

At retailerShakti.com, we are committed to prioritizing buyer satisfaction by delivering high-quality products and services, along with a seamless and positive user experience. Our Grievance Policy outlines a transparent and efficient process for addressing any concerns or issues related to our products, services, or platform.

Definition and Scope of Grievances

A 'Grievance' refers to any complaint, concern, or dissatisfaction expressed by a buyer in relation to our products, services, or overall platform experience. Our dedicated support team is responsible for promptly acknowledging and addressing such grievances, while a designated Grievance Officer oversees the resolution process to ensure fair, timely, and effective outcomes. Please note that general feedback, suggestions, or information requests do not fall within the scope of this Grievance Policy.

Grievance Handling Process

In compliance with applicable laws and regulations, including the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021, all grievances will be formally acknowledged within twenty-four (24) hours of receipt and resolved within forty-eight (48) to seventy-two (72) hours, wherever practicable.

We strive to simplify and clarify the grievance process. Here are the ways the buyer can contact us to raise their grievances through multiple channels:

  • Step 1 - Contact Us: To raise a concern, buyers may visit the 'Contact Us' page on our website. There, they can connect with us through phone, email, or chat. Here's how to get started.
     
    1. Visit our website and click on “Contact Us”.
    2. Buyer can mail us at care@retailershakti.com or call us at 62920 02002 to connect with our Customer Support.
     
  • Step 2 - Escalate to the Grievance Officer: If buyer's concern is not resolved by Customer Support, the buyer may escalate the issue by providing the ticket ID received during their initial interaction. As per our Grievance Policy, all complaints will be acknowledged within forty-eight (48) hours and resolved within a maximum period of one (1) month.
     
    1. Name: Sourav Saha
    2. Email Id: care@retailershakti.com
    3. Phone Number: 6292002002
    4. Address: Innovation Tower, Premises No. 16-315, Plot No. DH6/32, Action Area-1D, Newtown, Rajarhat, Kolkata - 700156, West Bengal, India.
     
  • Step 3 - Resolution Timeline: RetailerShakti.com is committed to promptly addressing buyer grievances and will make every reasonable effort to resolve them within one (1) month of receipt, in accordance with applicable laws and regulations.
     
  • Step 4 - A Grievance is Considered Closed in the following Scenarios: A grievance case will be considered closed if the buyer accepts the resolution provided by the Grievance Officer or a retailerShakti.com representative, or if the buyer fails to respond within seven (7) days of receiving the resolution communication from retailerShakti.com.
     
  • Step 5 - Escalation to Nodal Officer: If buyers still feel that their issue remains unresolved after working with the Grievance Officer, then the buyer can bring it to the attention of our Nodal Officer.

    Details of Nodal Officer:

    1. Name: Mahesh Kumar Singhi
    2. Email: care@retailershakti.com
    3. Phone Number: 6292002002
    4. Address: Innovation Tower, Premises No. 16-315, Plot No. DH6/32, Action Area-1D, Newtown, Rajarhat, Kolkata - 700156, West Bengal, India.
     

    The Nodal Officer will review the concern and will respond within 15 days of receiving it.

    Acknowledgement of Grievance

    In accordance with the Grievance Redressal Policy, any grievance raised by a buyer shall be acknowledged within twenty-four (24) hours of receipt. This acknowledgment serves as confirmation that the complaint has been formally registered and is under review. A maximum period of one (1) month is prescribed for the thorough investigation, resolution, and closure of the grievance. This structured timeline is designed to ensure accountability, build buyer trust, and promote the efficient and fair handling of complaints. By establishing clear deadlines, the policy reinforces the organization's commitment to service excellence and regulatory compliance.

    Confidentiality and Data Privacy

    All information provided by the buyer during the grievance process is handled with the utmost confidentiality. We are committed to protecting their privacy by managing all personal data in strict accordance with our Privacy Policy and in compliance with applicable data protection laws. Rest assured, we take buyer privacy seriously and are fully dedicated to safeguarding their personal information throughout the grievance resolution process.

    Service Hours

    Our Customer Support and Grievance Redressal teams are available to assist buyers from Monday to Saturday, 10:00 AM to 06:00 PM, excluding public holidays. If the buyer contacts us by phone, they are requested to follow the Interactive Voice Response (IVR) options.

    Policy Compliance and Updates

    We will regularly review and update our Grievance Policy to ensure continued compliance with applicable regulations and to enhance our internal processes. The most recent version of the policy will always be made available on our website.