Grievance Redressal
We provide a clear process for customers and marketplace users to submit complaints, concerns and requests for assistance.
About ShopOpen24
ShopOpen24 is an online marketplace platform connecting customers with independent sellers, small businesses and local entrepreneurs.
Sellers manage their own products, order confirmation, customer communication, payment, shipping and applicable returns or refunds. ShopOpen24 provides the marketplace platform and customer/seller support.
Grievance Officer
Consumer grievances relating to the ShopOpen24 platform can be submitted through the contact details below.
How to Submit a Complaint
Customers may submit complaints relating to their use of the ShopOpen24 marketplace, platform services, seller communication, product listings or other marketplace concerns.
Information to Include in Your Complaint
To help us review the issue efficiently, please provide as much of the following information as applicable:
- Your full name.
- Email address and phone number.
- Order number or order reference, if available.
- Seller/store name.
- Product name.
- Date of order or transaction.
- Description of the complaint.
- Relevant screenshots, photographs, receipts or payment references where appropriate.
- The outcome or assistance you are requesting.
Seller or Product-Related Complaints
Because ShopOpen24 operates as a marketplace, many product-level matters are handled by the relevant seller.
Examples
- Product quality or condition.
- Incorrect or missing product.
- Product-specific return or refund request.
- Shipping or delivery issue handled by the seller.
- Seller payment instructions or payment dispute.
Customers should first contact the seller using the seller’s available WhatsApp or contact details. If the matter cannot be resolved or you need help with the ShopOpen24 platform, you may contact the ShopOpen24 Grievance Officer.
Complaint Acknowledgement & Resolution
Complaints received by the designated Grievance Officer will be acknowledged within the period required by applicable law.
The grievance process will seek to redress complaints within the applicable statutory timeframe.
Under the Consumer Protection (E-Commerce) Rules, 2020, the e-commerce entity’s grievance officer is required to acknowledge receipt of a consumer complaint within 48 hours and redress the complaint within one month from receipt, subject to applicable law.
ShopOpen24’s Role in Seller Complaints
ShopOpen24 provides the marketplace platform through which customers can discover products and connect with independent sellers.
Where a complaint concerns the seller’s product, payment, fulfilment, shipping, return or refund, ShopOpen24 may communicate with the relevant seller, facilitate communication, review marketplace-related information and take platform actions where appropriate.
Nothing in this page is intended to remove or reduce any consumer rights or seller obligations that apply under applicable law.
ShopOpen24 Business Information
Business Name: ShopOpen24
Business Address:
Karimattom House,
Kummanodan,
Pattimattom P.O.,
Ernakulam, Kerala â 683562,
India
Email: support@shopopen24.com
Customer Support: +91 85909 38536
Submit Your Complaint
You can contact ShopOpen24 through the following channels. Please include enough information for us to identify your complaint and transaction.