Support Policy Page
Support Policy
Welcome to CGMyShop.
We provide a digital marketplace platform that connects independent sellers
with customers. To ensure a smooth experience, please read our support
guidelines below to understand how we can best assist you.
1. Scope of Support
CGMyShop provides support exclusively for
the Platform and its Technical Services. Our support is limited to
the functionality of the website and mobile applications.
What we Support (Platform
Services):
- Issues with
User Account registration or login.
- Technical
glitches during the checkout or payment process.
- Errors in the
display of the website/app interface.
- Problems
related to the use of the Platform Wallet or Coupons.
What we DO NOT Support
(Seller Services):
As a marketplace, we do not
manufacture, store, or ship the products listed. Therefore, the following
queries must be directed to the Individual Seller:
- Specific
product details, features, or technical specifications.
- Warranty claims
or after-sales service for electronics/appliances.
- Real-time
tracking of a specific parcel (handled by the seller’s logistics partner).
- Product-specific
usage instructions.
- Disputes
between a Buyer and a Seller regarding Returns or Refunds that remain
unresolved.
2. How to Contact a Seller
Customers are encouraged to
communicate directly with the Seller for all product-related queries.
- Before
Purchase: Use
the "Message Seller" button on the Product
Detail Page.
- After
Purchase: Go
to "My Orders" and select "Contact
Seller" for the specific order.
3. Support Timings &
Response Time
Our technical support team is
available during the following hours:
- Monday to
Saturday: 10:00 AM
to 6:00 PM (IST).
- Sunday &
Public Holidays: Closed.
Standard Response Time: We aim to respond to all technical
service requests within 24 to 48 hours.
4. Support Channels
For platform-related technical
issues, you can reach us via:
Email: support@cgmyshop.com
5. Grievance Redressal
In compliance with the Consumer
Protection (E-Commerce) Rules, 2020, if you have an unresolved complaint
regarding serious technical failure, you may contact our Grievance
Officer:
- Name: Gajendra Chandniha
- Designation: Grievance Officer
- Email: myadmin@cgmyshop.com
- Address: Bhilai Chhattisgarh
6. Abuse of Support Policy
We are committed to helping our
community. However, we reserve the right to deny support or suspend accounts in
cases of:
- Use of abusive,
threatening, or foul language toward our support staff.
- Repeated
fraudulent claims or spamming of the support ticket system.
