Try this first — it is faster
The Grievance Officer is an escalation. Almost everything is resolved sooner somewhere else, and going straight here usually makes the wait longer rather than shorter.
- Rate the order. Three stars or below automatically raises a recovery case with a manager and its own deadline. Nothing has to be argued for and nobody has to be chased.
- Reply on the order thread. It reaches the people who did the work and who can usually fix it the same day.
- Ask about money on the refunds route. What is recoverable is published per stage — see refunds and cancellations.
Come here when one of those has been tried and has not worked.
Who to write to
The Grievance Officer for this service is published as required under India’s Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021 and the Consumer Protection (E-Commerce) Rules, 2020. Their name and contact details are shown alongside this document.
What they must do, and by when
- Acknowledge within 24 hours. A real acknowledgement with a reference, not an autoresponder.
- Resolve within 15 days. If something genuinely cannot be concluded in that time, you are told why and given a date, before the fifteen days are up rather than after.
- Answer in writing. What was found, what is being done, and what to do if you disagree.
Where two sets of rules give different limits — the e-commerce rules allow 48 hours to acknowledge and a month to redress — the shorter one is what we commit to. Picking the more generous number in each pair would be lawful and would tell you something about how seriously the route is meant.
What to include
- Your order reference, if it concerns an order.
- What happened, and what you would like done about it.
- What you have already tried, and what came back.
- If you are writing on behalf of somebody else — a parent, usually — say who you are to them.
You do not need an account to complain. If you are a parcel recipient, or a person whose data we hold because somebody else gave it to us, this route is open to you on the same terms.
If it is about your data
Requests for a copy, a correction or a deletion have their own route and their own clock — see the privacy policy. Come here if such a request was made and was not answered properly.
If you are still not satisfied
This route does not replace anything you are otherwise entitled to. You can take a consumer complaint to the National Consumer Helpline or the appropriate consumer commission in India, and a data protection complaint to the authority where you live.