Support Policy
? Seshta Mart Customer Support Policy
This policy outlines the responsibilities of the Platform (Seshta Mart) and the Sellers (Vendors) to ensure you receive timely assistance for your purchases.
1. Scope of Support
Seshta Mart provides support primarily as the Marketplace Facilitator. We help resolve issues between Buyers and Sellers but the nature of the issue dictates who provides the final resolution.
| Issue Type | Responsible Party | Seshta Mart's Role |
| Product Quality / Defect | Seller / Vendor | Mediates disputes, enforces the Return Policy, and facilitates returns/refunds. |
| Specific Delivery Time/Status | Seller / Vendor | Tracks courier status and follows up with the Seller for specific logistics issues. |
| Product Information Accuracy | Seller / Vendor | Forwards discrepancies to the Seller for correction and resolution. |
| Order Placement / Account Issues | Seshta Mart Platform | Handles technical errors during checkout, user account login/profile management, and site navigation issues. |
| Payment & Refund Processing | Seshta Mart Platform | Manages payment gateway failures, refund timelines, and credit processing. |
| Policy Interpretation | Seshta Mart Platform | Clarifies the terms of the Return Policy, Terms of Use, and Privacy Policy. |
2. How to Raise a Support Request
All support requests must be initiated through the official channels for efficient tracking and resolution:
Ticket System (Recommended): The fastest way to get support is through our online help center or mobile app. This creates a ticket number for tracking your issue.
Email: You may email us directly at [Insert Support Email Address]. Please include your Order Number and a clear description of the issue in the subject line.
Phone Support: Available for urgent queries during business hours. Call us at [Insert Phone Number] (Mon-Fri, 9 AM to 6 PM IST).
3. Response and Resolution Timelines
We are committed to resolving issues promptly, but resolution times vary based on complexity:
Acknowledgment: All email and ticket requests will be acknowledged within 4 business hours.
Initial Response: We aim to provide an initial resolution or action plan within 24 hours for all non-technical issues.
Dispute Resolution (Seller Issues): Issues requiring Seller intervention (like product quality checks or returns) may take 3 to 7 working days to fully resolve, as we must coordinate with the third-party Vendor and logistics partners.
4. Zero Tolerance for Abuse
Seshta Mart aims to provide courteous and professional service. We maintain a zero-tolerance policy for abusive language, threats, or harassment directed at our support staff, Sellers, or other users. Any such behavior may result in the immediate termination or suspension of the User's account.
5. Escalation Matrix
If you are unsatisfied with the initial resolution provided, you may escalate your issue:
| Level | Contact | Role |
| Level 1 | Support Team (Initial Ticket) | First point of contact. |
| Level 2 | Support Manager | For issues not resolved within the standard 24-hour initial response window. |
| Level 3 (Grievance) | Grievance Officer | For final review of disputes, complex legal issues, or policy complaints. (Refer to the contact details in our Privacy Policy). |
We appreciate your cooperation in providing clear and timely information, which allows us to route your issue correctly and provide the quickest possible solution.
About Seshta Mart
