Customer Support Policy for SHOPDOSE.IN

Effective Date: 1st April 2025

Introduction

At SHOPDOSE.IN, we believe in providing excellent customer service to all our buyers and sellers. Our platform, operated by Crystorix Traders Private Limited, strives to offer a seamless and enjoyable experience, and our customer support team is here to assist with any inquiries, issues, or concerns. This Customer Support Policy outlines how we manage support requests and ensure our users receive the help they need in a timely and professional manner.

1. Support Channels

SHOPDOSE.IN provides multiple ways for users to reach our customer support team:

  • Email: For non-urgent inquiries or detailed support requests, you can contact us at info@shopdose.in or crystorixtraders@gmail.com.
  • Phone: For immediate assistance, call us at +91 9211239551 during business hours (9:00 AM – 6:00 PM, Monday to Saturday).
  • Live Chat: Our website features a live chat service for quick responses to general inquiries. Look for the chat window in the bottom-right corner of the page for assistance.
  • Help Center: Visit our Help Center on SHOPDOSE.IN for frequently asked questions (FAQs) and self-help articles related to buying, selling, and using our platform.

2. Response Time

We are committed to providing timely assistance and aim to respond to all support requests within the following timeframes:

  • Emails: Responses within 24-48 hours on business days.
  • Phone Calls: Immediate assistance during business hours, or a call-back will be arranged within 24 hours if the support team is unavailable.
  • Live Chat: Immediate responses for quick queries during business hours.

3. Support Coverage

Our customer support team handles a wide range of inquiries, including but not limited to:

  • Product Inquiries: Assistance with product listings, details, and availability.
  • Order Issues: Help with order placement, tracking, cancellations, returns, and refunds.
  • Payment Issues: Guidance on payment processing, methods, and resolving payment-related issues.
  • Account Issues: Support with account registration, login problems, account verification, and security concerns.
  • Technical Assistance: Troubleshooting issues with using the website or app, such as navigation or functionality errors.

4. Resolving Disputes

In case of any disputes or issues between buyers and sellers, our customer support team is here to mediate and find a fair resolution. This includes:

  • Reviewing and facilitating communication between parties.
  • Helping to resolve order-related disputes, including non-receipt of products, defective goods, and other product quality issues.
  • Assisting with the implementation of our Returns and Warranty Policy and Refund and Cancellation Policy when applicable.

5. Complaints and Escalations

If you are not satisfied with the initial support response or resolution, you can request to escalate the issue to a higher-level support representative. Escalated cases will be reviewed promptly, and we will strive to resolve the issue as soon as possible.

For further escalations, please contact:

6. Customer Satisfaction

We value customer satisfaction and continuously strive to improve our support services. After a support case is resolved, we may ask for feedback to help us improve our services. We appreciate your cooperation and aim to make every interaction positive and productive.

7. Availability

Our customer support team is available during the following hours:

  • Monday to Saturday: 9:00 AM – 6:00 PM (Indian Standard Time)
  • Closed on Sundays and Public Holidays.

For urgent matters outside of business hours, please leave us a message via email, and we will respond as soon as possible during the next business day.

8. Refunds and Returns

If you encounter an issue with a product purchased through SHOPDOSE.IN, you may qualify for a return or refund under our Returns and Warranty Policy and Refund and Cancellation Policy. Please refer to these policies for details on eligibility, process, and timeframes.

9. Feedback and Suggestions

We welcome feedback, suggestions, or any improvements you think could enhance the customer experience on SHOPDOSE.IN. Feel free to share your thoughts by emailing us at feedback@shopdose.in.

10. Contact Information

If you need help, have questions, or require assistance, don’t hesitate to reach out to our customer support team: