Grievance Redressal | Submit Complaints & Issue Resolution

ipshopy.com | IP SUPERSHOPPEE Private Limited

1. INTRODUCTION

1.1. ipshopy.com is committed to providing a fair, transparent and efficient mechanism for addressing grievances from all users including buyers, sellers, and visitors.

1.2. This policy is established in compliance with:

Consumer Protection Act, 2019
Consumer Protection (E-Commerce) Rules, 2020
Information Technology Act, 2000
Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021
Digital Personal Data Protection Act, 2023

2. SCOPE

2.1. This policy covers grievances related to:

Products purchased on ipshopy.com
Services provided by the Platform
Seller conduct and disputes
Data privacy concerns
Technical issues
Policy violations
Content concerns
Account-related issues
Intellectual property complaints

3. GRIEVANCE OFFICER

3.1. In compliance with applicable laws, ipshopy.com has appointed a Grievance Officer:

Name	Ms. Samrin Khan
Designation	Grievance Officer
Email	[email protected]
Phone	+91 9922219431
Address	ipshopy Head Office, 'Dnyanpeeth Campus', T18, Software Technology Park Of India (STPI), Opp. Garware Stadium, Naregaon Road, Cidco, Chhatrapati Sambhajinagar (Aurangabad) 431006
Working Hours	Monday to Saturday: 10:00 AM - 6:00 PM (IST) (Excluding Public Holidays)

4. TYPES OF GRIEVANCES

4.1. Buyer Grievances

Product not as described
Product not delivered
Damaged/defective product
Refund not processed
Seller communication issues
Payment problems
Return/exchange issues
Data privacy concerns

4.2. Seller Grievances

Listing removal disputes
Payment/payout issues
Policy enforcement concerns
Account restrictions
Buyer complaint disputes
Technical platform issues

4.3. Intellectual Property Grievances

Trademark infringement
Copyright violation
Patent infringement
Design violation
Counterfeit reports

4.4. Data Privacy Grievances

Unauthorized data use
Data breach concerns
Consent withdrawal
Data access/correction requests
Data deletion requests

4.5. Content Grievances

Illegal content
Misleading information
Offensive material
Defamatory content

5. GRIEVANCE SUBMISSION PROCESS

5.1. Methods of Submission:

Option 1: Email (Preferred)
To: [email protected]
Subject: Grievance - [Type] - [Your Name/ID]

Option 2: Written Letter
ipshopy, 'Dnyanpeeth Campus', T18, Software Technology Park Of India (STPI), Opp. Garware Stadium, Naregaon Road, Cidco, Chhatrapati Sambhajinagar (Aurangabad) 431006

Option 3: Phone
Call: +91 9922219431 | Hours: Monday to Saturday, 10:00 AM to 6:00 PM

5.2. Required Information:

Field	Description
Full Name	As registered on Platform
Email Address	Active email for communication
Phone Number	For urgent contact
User Type	Buyer/Seller / Visitor
User ID	If registered user
Order/Listing ID	If applicable
Grievance Category	Select from types above
Detailed Description	Clear explanation of issue
Date of Occurrence	When issue arose
Previous Communication	Any prior contact reference
Supporting Documents	Screenshots, emails, photos
Resolution Expected	What you seek as remedy

6. GRIEVANCE RESOLUTION PROCESS

6.1. Stage 1: Acknowledgment

Timeline	Action
Within 24 hours	Acknowledgment sent
Includes	Grievance reference number, Expected resolution timeline, Point of contact information

6.2. Stage 2: Initial Assessment

Timeline	Action
3-7 business days	Grievance categorized and prioritized Assigned to appropriate team May request additional information

6.3. Stage 3: Investigation

Timeline	Action
7-15 business days	Thorough investigation Contact relevant parties Review evidence and records Determine appropriate resolution

6.4. Stage 4: Resolution

Timeline	Action
Within 30 business days	Resolution communicated Action taken (if required) Explanation of decision Information on further recourse

6.5. Extended Timeline: Complex grievances may require up to 45 days. Complainant will be informed of extension and reasons.

7. RESOLUTION TIMELINES BY CATEGORY

Grievance Type	Acknowledgment	Resolution
Product Issues	24 hours	7-10 days
Refund Issues	24 hours	5-7 days
Delivery Issues	24 hours	3-5 days
Seller Disputes	24 hours	10-15 days
Data Privacy	24 hours	15-30 days
IP Complaints	48 hours	15-30 days
Account Issues	24 hours	5-10 days
Content Issues	24 hours	3-7 days

8. PRIORITY LEVELS

8.1. Critical (Response: 4 hours)

Safety hazards
Legal/regulatory emergencies
Data breaches
Fraud in progress

8.2. High (Response: 48 hours)

Financial loss occurring
Counterfeit reports
Serious policy violations
Multiple customers affected

8.3. Medium (Response: 72 hours)

Standard complaints
Refund requests
Product quality issues
Seller disputes

8.4. Low (Response: 72 hours)

General inquiries
Feature requests
Minor inconveniences
Suggestions

9. ESCALATION MATRIX

If unsatisfied with resolution at any level:

Level	Description	Email	Timeline
Level 1: Customer Support	First point of contact	[email protected]	5-7 days
Level 2: Grievance Officer	For unresolved Level 1 issues	[email protected]	15 days
Level 3: Management	For unresolved Level 2 issues	[email protected]	20 days

Level 4: External Forums

Consumer Forum
National Consumer Helpline (1800-11-4000)
Legal proceedings

10. INTELLECTUAL PROPERTY COMPLAINT PROCESS

10.1. For Brand Owners/Rights Holders: Submit to: [email protected]

Required Information:

Rights holder identity proof
Description of intellectual property
Registration/documentation proof
URL(s) of infringing content
Basis of claim
Good faith statement
Contact information
Declaration of accuracy

10.2. Process:

Timeline	Action
48 hours	Acknowledgment
3-5 days	Initial review
7-14 days	Investigation
15-21 days	Action and communication

10.3. Possible Actions:

Listing removal
Seller warning/suspension
Information sharing with rights holder
Counter-notice process

11. DATA PRIVACY GRIEVANCES

11.1. Under Digital Personal Data Protection Act, 2023: Users may submit requests for:

Access to personal data
Correction of inaccurate data
Deletion of personal data
Withdrawal of consent
Information about data processing

11.2. Submission: Email: [email protected]
Subject: Data Privacy Request - [Request Type]

11.3. Timeline: Acknowledgment within 24 hours | Response within 30 days (as per DPDP Act)

11.4. Identity Verification: Platform may verify identity before processing sensitive requests.

12. RESOLUTION OUTCOMES

12.1. Possible Resolutions:

For Buyers	For Sellers
Full/partial refund	Listing reinstatement
Replacement	Penalty waiver
Store credit	Account restoration
Apology	Policy clarification
Seller action	Payment release
Policy change	Rating correction

12.2. Communication: All resolutions communicated in writing via email with: Summary of grievance, Investigation findings, Decision and reasoning, Action taken, Further recourse available.

13. USER RESPONSIBILITIES

13.1. When Filing Grievance:

Provide accurate information
Include all relevant details
Submit supporting evidence
Respond to information requests
Maintain respectful communication
Use official channels only

13.2. Prohibited:

Filing false or frivolous grievances
Abusive language or threats
Harassment of staff
Multiple submissions for same issue
Misusing grievance process

14. RECORD KEEPING

14.1. Platform maintains records of all grievances including:

Date and nature of complaint
Actions taken
Resolution provided
Timeline followed
Communication records

14.2. Records retained for minimum 5 years or as required by law.

14.3. Statistical reports generated for quality improvement.

15. CONSUMER PROTECTION COMPLIANCE

15.1. Consumer Rights Protected:

Right to information
Right to safety
Right to be heard
Right to redressal
Right to consumer education

15.2. E-Commerce Rules Compliance:

Clear grievance mechanism
Appointed Grievance Officer
48-hour acknowledgment
30-day resolution
Escalation options

16. CONTACT INFORMATION

Primary Contact - Grievance Officer	Customer Support
Ms. Samrin Khan Email: [email protected] Phone: +91 9922219431	Email: [email protected] Phone: +91 9342525252 / 7219525257
Intellectual Property / Data Privacy / Legal	Registered Address
Email: [email protected]	ipshopy, 'Dnyanpeeth Campus', T18, Software Technology Park Of India (STPI), Opp. Garware Stadium, Naregaon Road, Cidco, Chhatrapati Sambhajinagar (Aurangabad) 431006