By Priyanka Sambhav
Gone are the days when online shopping was a matter of convenience now its a necessity- the transformation has been phenomenal. Coronavirus has ensured that we minimise our outing online shopping has become the safest way to buy products until this pandemic ends. This is the reason the sales of many products are now almost at the pre-covid levels with some product even surpassing it. Unicommerce, a technology solution provider for e-commerce industry latest report tells us the volumes has increased so much so that there is s significant uptick in sales of electronic. As Indis prepared to work from home products like mobile phone, computer accessories, trimmer and Wi-fi router sale grew by 145%.
But it is all rosy till you get what you ordered? With increased shopping expect an increase in number of the complaint. As far as e-commerce platform are concerned they may not have a good track record in giving resolution. So you should know how to approach the company with your complaint.
Follow the C-D-E-F rule. Let’s break it down for you.
‘C’ stands for Communication
– Most of the websites give you the option of reporting the problem via the mobile app or from the website with you logged in from your account.
– Get your hands on the customer care number of the company and if you cannot then most of these websites give you an option of arranging a call back for you. Use that and lodge a complaint.
– Send an email to them giving them feedback about what went wrong with your order. A written record of communication is important.
‘D’ means Document
– If a complaint is made via app or website – keep a track on how they are taking this up and are they solving it under a set timeline which they have to provide at the time of lodging your issue.
– If there is an email complaint made then – do follow the chain. You should always have one mail chain communication with the company.
– Always ask them for the complaint number or a tracking ID for issue raised and keep it safe so it can be referred to when need be.
‘E’ stands for Escalate
– If you are not satisfied with the solution provided or the pace at which your complaint is being addressed – demand an escalation. Insist that someone senior should have a look
– This can be difficult at times as the most of the eCommerce websites neither have a clear Consumer Grievance Resolution Matrix nor they have a Grievance officer but it will put some kind of pressure on them because the new Consumer Protection law mandates them to have one. So consider this as your right.
Finally ‘F’ which means a thorough Follow Up
– A regular and constant follow up helps. First it shows urgency on your behalf and also seriousness in getting a resolution from the company.
This ‘C-D-E-F’ approach will not only help you to effectively pursue your complaint but will also act as the backup resource data if you intend to fight the case in consumer court or pt to go for mediation.
The steps mentioned will help you to:
– Methodically prepare your case
– Give you a timeline
– Will showcase the sincere effort you put in to get justice for your complaint from the company.
