Customer Support Policy
Customer Support Policy
Effective Date: 1 Jan 2025
Operated by: GOLDENRAG TRADING PRIVATE LIMITED
Platform: https://thriftycart.in
1. Objective
This Customer Support Policy outlines the standards, channels, and responsibilities related to customer service on ThriftyCart. Our goal is to provide reliable, timely, and helpful assistance to all buyers and sellers using the platform.
2. Support Scope
Support is available to assist users with the following:
- Product inquiries and order status
- Payment and refund issues
- Account and login concerns
- Return, exchange, and cancellation requests
- Reporting technical issues or fraud
- General guidance on platform usage
3. Support Channels
Customers can reach our support team through the following methods:
Email Support
- goldenragtrade39@gmail.com
- info@thriftycart.in
- Response Time: Within 24–48 business hours
Phone Support
- +91 9211439831
- Support Hours: Monday to Saturday, 10:00 AM – 6:00 PM IST
- Sunday: Closed
Website Support
- Help form available under the “Contact Us” section at https://thriftycart.in
- Ticket-based system for inquiries with tracking ID
4. Response Time Standards
| Issue Type | Initial Response Time | Resolution Timeframe |
|---|---|---|
| Order-related queries | Within 24 hours | 2–3 business days |
| Payment/refund concerns | Within 24 hours | 3–5 business days |
| Account/login issues | Within 24 hours | 2 business days |
| Returns/exchanges | Within 24 hours | As per return window |
| Technical errors or bugs | Within 48 hours | 3–7 business days (based on issue severity) |
5. Customer Responsibilities
Customers are expected to:
- Provide accurate order ID, email ID, and description when reaching out
- Treat support staff respectfully and refrain from using abusive language
- Allow the required time for issue resolution before escalating
- Maintain records of their transaction or delivery confirmations
6. Support Limitations
Customer support will not be able to:
- Modify or manipulate product prices or promotions
- Guarantee early delivery of products handled by third-party couriers
- Enter into negotiations or legal disputes between sellers and customers
- Support orders or accounts older than 30 days, due to our data retention policy
7. Data Retention
Customer service interactions and complaint records are stored for 30 days only. After this period, all records are permanently deleted. Customers are advised to resolve and download any relevant documents within this time.
8. Escalation Matrix
If an issue remains unresolved, users can escalate their complaint as follows:
Level 1: Customer Support Executive
Level 2: Customer Service Manager (via email escalation)
Level 3: Management – GOLDENRAG TRADING PRIVATE LIMITED
All escalations must include full case history and reference ID.
9. Policy Revisions
This policy may be revised as needed to reflect improvements in customer service or compliance with legal and business requirements. Continued use of the platform implies acceptance of updated terms.
10. Contact Information
GOLDENRAG TRADING PRIVATE LIMITED
Unit no 1 plot no 2 DDA Building Distt Center Nehru Place delhi 110019
Phone: +91 9560521163
Email: goldenragtrading@gmail.com | info@thriftycart.in