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सफलता की कहानी / Success Story #3716361

NCH Docket No.: 3716361 Dated: 2022-08-04 Sector: e-Commerce- online shopping
Problem Reported: Consumer had ordered footwear from an e-commerce platform in mid-July 2022. As there was an issue with the fitting of the footwear, a request for return was done on the next day itself. The e-commerce platform refused the return request saying the price tag was missing. But, the footwear was received only with the product tag, there was no price tag. However, after a lot of attempts with the customer care executives asking the same questions over and over again like order id, price tag and with no solution from anyone, the footwear was finally picked up after 6 days. And after all this, the consumer received a message that the issue had been resolved, but no refund was received. The consumer requested NCH to look into the grievance.
Escalation by NCH: As the e-commerce company is a Convergence partner of the NCH, the grievance was responded by them on the portal itself, that “We have picked up the product under return with ID: xxxxx and the refund of Rs.952/- has been transferred to customer’s bank account on xxxxx with IFSC Code: xxxxxx via IMPS against Refund Reference Number: xxxxxxxx. The amount should reflect in the source account within 24 hours.
Consumer Remark in INGRAM: Excellent! Speechless at the excellent service provided. A month long issue solved in a day. Few people know about this forum so more advertisement on social media, YouTube etc for mass awareness.
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