Customer Support Policy
Effective Date: 1 April 2025

This Customer Support Policy outlines the services and procedures available for users and sellers on RetailRiver.in to seek assistance for issues related to orders, payments, refunds, returns, and platform functionality. By using our platform, you agree to abide by the terms of this policy.

1. Customer Support Availability

Our customer support team is available to assist you during our business hours:

  • Business Hours: Monday to Friday, 9:00 AM – 6:00 PM (IST)
  • Contact Methods:
    • Email: You can reach us at info@retailriver.in or jynaralogistic@gmail.com for assistance.
    • Phone: Call our helpline at 9211243481 for immediate support.
    • Live Chat: Available on our website for quick, real-time support during business hours.

2. Types of Support Provided

We offer support for the following:

  • Order Issues: If there are any problems with an order, such as delayed delivery, damaged goods, or missing items, contact our support team.
  • Payment Queries: If you face issues with payment processing or need to resolve payment failures, our support team will assist you.
  • Refunds and Returns: Our team can help you navigate the process of refunds or returns in line with our Refund and Cancellation Policy.
  • Account Issues: Assistance with account registration, password recovery, and troubleshooting login problems.
  • Technical Support: For issues related to the functionality of the platform, website, or mobile app, we provide technical support.

3. Response Time

We strive to respond to all inquiries within 24-48 hours of receiving the request. However, during peak times (such as holidays or sale events), response times may be slightly longer.

  • Email: You will receive an acknowledgment email within 12 hours and a resolution or follow-up within the next 24-36 hours.
  • Phone Support: Our team will aim to resolve issues during the call. If further investigation is needed, you will receive a follow-up within 1-2 business days.

4. Issue Resolution Process

  • Step 1: Initial Contact: Users must contact customer support via the provided channels. Be sure to include order details and a description of the issue.
  • Step 2: Investigation: Our team will investigate the issue, verifying information and contacting relevant parties (sellers, payment gateways, etc.) as necessary.
  • Step 3: Resolution: We will propose a solution or provide the necessary assistance (e.g., refund, replacement, etc.).
  • Step 4: Follow-up: After resolution, we will follow up to ensure the issue is fully resolved and that the customer is satisfied.

5. Escalation Process

If you are not satisfied with the resolution provided or require further assistance, you can escalate your issue to our senior support team:

6. Prohibited Behavior

To ensure that our support process remains efficient and professional, the following behaviors are not tolerated:

  • Abusive Language: Harassment, threats, or abusive language directed toward our support team.
  • False Claims: Providing false or misleading information that impedes the resolution process.
  • Repeated Unsolicited Complaints: Repeatedly submitting complaints about issues that have already been addressed.

7. Self-Help Resources

Before contacting our customer support, we encourage users to visit our Help Center on the website, which includes:

  • FAQs: Answers to common queries about orders, returns, shipping, and more.
  • How-To Guides: Step-by-step guides for using our platform and managing your account.

8. Customer Support Feedback

Your feedback helps us improve our services. After your support issue is resolved, you may be asked to rate the experience or provide suggestions for improvement.

9. Contact Information

For all customer support-related inquiries, contact us at:

Jynara Logistic Private Limited
1 Eldeco Centre, Near Metro Station, Malviya Nagar, South Delhi – 110017
Email: info@retailriver.in | jynaralogistic@gmail.com
Phone: 9211243481