Customer Support Policy

Effective Date: 1 Jan 2025

At SHOPOM.IN, operated by MA STAR CONSULTANCY PRIVATE LIMITED, we prioritize excellent customer service to ensure our users have a smooth shopping experience. This Customer Support Policy provides the guidelines for obtaining support and addresses the responsibilities of both the platform and its users.

1. Customer Support Availability

  • Customer support is available 24/7 for general queries and issues related to orders, refunds, returns, etc.
  • Support can be accessed via:
    • Email: info@shopom.in
    • Phone: 9211241939
    • Support Ticket: Accessible on the user dashboard.

2. Support Response Times

  • General Queries: Response within 24 hours.
  • Urgent Issues (e.g., order cancellations, technical issues): Response within 2–4 hours.
  • Refunds/Returns Inquiries: Response within 48 hours.
  • Support requests are processed on a first-come, first-served basis, with priority given to urgent issues.

3. Types of Support

Customers can reach out for support on the following topics:

  • Order Issues: Inquiries related to order status, delivery delays, or cancellations.
  • Returns and Refunds: Assistance with return procedures, eligibility for refunds, and tracking.
  • Account Issues: Help with account access, password resets, or profile updates.
  • Payment Issues: Questions regarding payments, refunds, or discrepancies in billing.
  • Product Inquiries: Clarifications on product descriptions, availability, and features.

4. Response Channels

  • Email Support: Email support is available for non-urgent issues or when detailed assistance is needed.
  • Phone Support: Available during business hours (Monday–Friday, 10 AM–6 PM) for immediate assistance.
  • Self-Help Portal: The platform offers a Help Center with FAQs, order tracking, and troubleshooting guides for faster resolutions.

5. Escalation Process

If a user is not satisfied with the initial support provided, the issue can be escalated as follows:

  1. Tier 1: Regular customer support will attempt to resolve the issue.
  2. Tier 2: If unresolved, the issue will be escalated to a Senior Support Specialist.
  3. Tier 3: In the rare case of an unresolved issue, the matter will be escalated to the Customer Service Manager for final review.

6. Customer Responsibilities

  • Customers are expected to provide accurate information when requesting support.
  • For order-related queries, provide order IDs, tracking details, and clear descriptions of the issue.
  • Follow the Returns and Warranty Policy and Refund and Cancellation Policy for smoother resolutions.
  • Be respectful and polite when communicating with customer support representatives.

7. Sellers’ Support Obligations

Sellers must provide timely responses to customer inquiries and resolve issues related to their products, shipping, and returns. If a seller fails to address a customer complaint within a reasonable time, the platform may intervene to ensure customer satisfaction.

8. Feedback and Complaints

We encourage customers to provide feedback on their support experiences. This helps us improve our service. If you have any complaints or concerns about the support process, please email us at info@shopom.in.

Contact Information

MA STAR CONSULTANCY PRIVATE LIMITED
Email: masterconsultancy@gmail.com | info@shopom.in
Phone: 9211241939
Office Address: 211, OKHLA INDL. ESTATE PHASE-3, Okhla Industrial Estate, South Delhi, India, 110020