Contact & Grievance Redressal

General support

Grievance Officer

In line with the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021 and the Consumer Protection (E-Commerce) Rules, 2020, ShopZo has appointed the following Grievance Officer:

Response timelines

For complaints submitted to the Grievance Officer, ShopZo follows the stricter of the timelines set by the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021 and the Consumer Protection (E-Commerce) Rules, 2020:

• We will acknowledge your complaint within 24 hours of receiving it.
• We will resolve it within 15 days of the date of receipt.
• A request to remove content that exposes a person's private areas, or that impersonates them, is acted on within 24 hours of the complaint (IT Rules, 2021 r.3(2)(b)).
• Certain other content-removal requests are acted on within 72 hours (IT Rules, 2021 r.3(2)(a)).
• Every complaint is acknowledged in writing, by email or SMS, so you have a record of the date we received it.

If you are not satisfied with how the Grievance Officer has resolved your complaint, you may appeal to the Grievance Appellate Committee (GAC) at gac.gov.in within 30 days of our decision.

For account-deletion or privacy-specific requests, see the Privacy Policy and our Account Deletion page, which have their own timelines.

What to include in your complaint

• Your name and the mobile number registered on your account
• Whether you are a customer, a vendor, or a delivery partner, and which app you use
• Your order number, if the complaint is about an order
• A clear description of the issue, with screenshots or photos if relevant

Related policies

• Privacy Policy
• Terms of Use
• Cancellations & Refunds
• Delivery Policy
• Account Deletion
• Terms for Sellers
• Terms for Delivery Partners