Grievance Redressal PolicyADDies E-Marketplace
Fair, Transparent, and Responsive Complaint Resolution for All Stakeholders
Quick Response
Acknowledgement within 48 hours
Fair Resolution
Resolved in 7-15 business days
Escalation Support
Senior review available
1. Purpose of This Policy
ADDies ("we", "our", "platform") is committed to providing a fair, transparent, and responsive grievance redressal mechanism for all users of the platform, including buyers, sellers, delivery partners, and service providers.
This policy outlines the procedure for raising complaints, the resolution framework, and escalation timelines in compliance with applicable laws, including the Consumer Protection Act, 2019 and E-Commerce Rules.
2. Scope & Applicability
This policy applies to grievances related to:
- Orders placed through ADDies
- Product quality, quantity, or authenticity
- Delivery delays or failures
- Payments, refunds, or wallet issues
- Seller conduct or platform misuse
- Account-related issues
- Technical or platform-level issues
ADDies operates as a marketplace facilitator. Products and services are offered by independent sellers. Resolution may involve coordination with the concerned seller.
3. Who Can Raise a Grievance
Grievances may be raised by:
- Registered customers (buyers)
- Registered sellers/vendors
- Delivery partners
- Any user affected by platform operations
Only grievances related to transactions or activities conducted on ADDies will be considered.
4. How to Raise a Grievance
AIn-App / Website Support
- Log in to your ADDies account
- Go to "Orders" or "Support"
- Select the relevant order or issue
- Submit your complaint with details and evidence (images, invoice, screenshots)
BEmail Support
- Email: contact@appzenowebservices.com
- Subject line: Grievance – ADDies
- Include registered email/phone number, order ID (if applicable), and issue description
5. Information Required for Faster Resolution
To ensure timely resolution, users should provide:
- Full name
- Registered contact details
- Order ID or transaction reference (if applicable)
- Clear description of the grievance
- Supporting documents or images (if any)
Incomplete complaints may lead to delays.
6. Grievance Acknowledgement Timeline
- Every grievance will be acknowledged within 48 hours of receipt
- A unique grievance reference number may be provided
- Users will be informed about the expected resolution timeline
7. Resolution Process & Timelines
Step 1: Initial Review
ADDies support team reviews the complaint and validates details.
Step 2: Seller / Partner Coordination
If the grievance relates to a seller or delivery partner, it will be forwarded to the concerned party for clarification and action.
Step 3: Resolution
- Most grievances are resolved within 7–15 business days
- Complex cases may take longer, with status updates shared periodically
ADDies will make reasonable efforts to ensure fair resolution but does not guarantee outcomes beyond platform scope.
8. Role & Responsibility of ADDies
ADDies will:
- Act as a neutral facilitator between users and sellers
- Ensure sellers comply with platform policies
- Monitor repeated or serious complaints
- Take corrective actions including warnings, penalties, or suspension where required
ADDies does not directly control product manufacturing, packaging, or logistics unless explicitly stated.
9. Seller-Related Grievances
For complaints related to:
- Product quality or mismatch
- Warranty or after-sales service
- Seller communication
Resolution will follow the seller's published return/refund policy and ADDies marketplace rules.
10. Escalation Mechanism
If a user is not satisfied with the initial resolution:
- Reply to the same grievance thread
- Request escalation within 7 days of resolution response
Escalated cases are reviewed by senior support personnel for reassessment.
11. False or Misleading Complaints
ADDies reserves the right to:
- Reject complaints found to be false, abusive, or misleading
- Take action against misuse of the grievance mechanism
- Suspend accounts in cases of repeated misuse
11. Grievance Officer Details
In accordance with applicable regulations, ADDies has appointed a Grievance Officer:
Grievance Officer: ADDies Support Team
Email: contact@appzenowebservices.com
Response Time: Within 48 hours
Resolution Timeline: As per Section 7 above
12. Legal Rights & Jurisdiction
This policy does not limit any legal rights available to users under applicable laws.
All disputes shall be subject to the jurisdiction of courts in India.
15. Commitment to Users
ADDies is committed to maintaining trust, transparency, and accountability by providing a structured and responsive grievance redressal system for all stakeholders.