ShoppingSuru is committed to providing a fair and accessible way for customers to report problems with products, vendors, delivery, payments, returns, refunds, or other marketplace services.
Customers should contact ShoppingSuru when something goes wrong. We will review the complaint, involve the relevant vendor or service provider where appropriate, and work toward an appropriate resolution.
A complaint is a communication from a customer raising a concern about a ShoppingSuru product, order, vendor, delivery, payment, return, refund, customer service, or another marketplace matter.
Customers may contact ShoppingSuru about issues including:
Wrong, defective, damaged, missing, materially different, or otherwise problematic products.
Vendor conduct, fulfilment problems, inaccurate listings, or failure to cooperate with a valid marketplace process.
Delayed delivery, unsuccessful delivery, damaged packages, incorrect delivery handling, or problems with a selected delivery slot.
Payment status, payment failures, duplicated charges, refund status, or transaction-related concerns.
Return requests, exchanges, rejected requests, refund delays, or disagreements regarding responsibility.
Account problems, suspected fraud, privacy concerns, review abuse, or other legitimate marketplace issues.
Customers can submit complaints through the contact methods provided by ShoppingSuru.
Where available, we recommend submitting complaints through your ShoppingSuru account so that the complaint can be linked directly to the relevant order.
To help us investigate the issue, customers should provide:
Customers should not send passwords, OTPs, payment PINs, or other account-security credentials when submitting a complaint.
ShoppingSuru will make reasonable efforts to acknowledge complaints submitted through supported channels.
The acknowledgement may include a complaint or reference number where the system supports one.
ShoppingSuru records the complaint and identifies the relevant order or marketplace issue where possible.
We review the information provided and determine whether additional information is required.
Where appropriate, ShoppingSuru may obtain information from the relevant vendor, delivery partner, payment provider, or other party involved in the transaction.
ShoppingSuru assesses the available information, the applicable marketplace policies, the transaction records, and applicable law.
Where appropriate, ShoppingSuru may arrange or facilitate a return, exchange, replacement, refund, delivery remedy, correction, or other appropriate action.
| Complaint Type | Possible Resolution |
|---|---|
| Wrong product | Return, replacement, exchange, or refund as applicable. |
| Defective product | Return, replacement, repair, exchange, refund, or another applicable remedy. |
| Vendor-caused delivery problem | Appropriate delivery correction, return, replacement, or refund where applicable. |
| Customer-attributable delivery problem | Re-delivery or other solution, potentially subject to an applicable additional delivery charge. |
| Payment problem | Payment verification, correction, or refund processing where applicable. |
| Return/refund dispute | Review under the Refund, Return & Exchange Policy and applicable law. |
The actual remedy depends on the facts of the individual transaction and applicable legal requirements.
Where a complaint concerns a vendor's product or fulfilment, ShoppingSuru may request information or a response from the vendor.
Vendors are expected to cooperate with reasonable complaint, return, exchange, refund, warranty, and product-quality inquiries.
A vendor's failure to cooperate may result in marketplace performance action under the Vendor Agreement and Vendor Quality Standards.
ShoppingSuru may consider evidence such as:
Customers and vendors must provide information honestly and must not knowingly submit false evidence.
Where a customer reports a defective, damaged, wrong, counterfeit, or materially misrepresented product, ShoppingSuru may handle the matter through the applicable return, exchange, refund, quality-control, or vendor-review process.
Serious or repeated product complaints may cause ShoppingSuru to review the relevant vendor or product listing.
Customers should contact ShoppingSuru promptly regarding:
ShoppingSuru may investigate the courier record and coordinate with the relevant delivery provider.
For payment-related complaints, customers should provide the ShoppingSuru Order ID and, where available, the transaction reference shown by the payment provider.
Customers should never provide their payment password, PIN, OTP, or account login credentials to ShoppingSuru staff or vendors.
Return and refund complaints will be reviewed according to the ShoppingSuru Refund, Return & Exchange Policy .
Where the disagreement concerns whether the issue was caused by the customer or vendor, ShoppingSuru may review the evidence and transaction records before determining the marketplace classification.
Where supported by the ShoppingSuru system, complaints may have statuses such as:
| Status | Meaning |
|---|---|
| Received | Complaint has been submitted and recorded. |
| Under Review | ShoppingSuru is investigating the matter. |
| Awaiting Information | Additional information is required from the customer, vendor, or another relevant party. |
| Resolution in Progress | A return, replacement, refund, delivery correction, or other solution is being arranged. |
| Resolved | The complaint has been addressed or an applicable resolution has been completed. |
| Closed | The complaint process has been completed and no further marketplace action is currently pending. |
ShoppingSuru aims to respond to complaints as promptly as reasonably possible.
The time needed to resolve a complaint may depend on:
If a customer believes an issue has not been adequately resolved, the customer may request a further review by contacting ShoppingSuru and identifying the original complaint/reference number.
ShoppingSuru may escalate the matter internally to an appropriate supervisor or designated grievance contact.
ShoppingSuru's internal complaint process does not prevent a customer from approaching an appropriate government authority, consumer-protection body, court, or other legally available mechanism.
The Department of Commerce, Supplies and Consumer Protection currently provides an online consumer complaint system through which complaints relating to goods and services can be submitted.
The Department also publishes an online complaint/grievance service on its official website.
Applicable legal rights and remedies remain available regardless of whether a customer first uses the ShoppingSuru internal complaint process.
Customers must not knowingly submit false complaints, fabricated evidence, or fraudulent claims.
ShoppingSuru may investigate repeated or obviously fraudulent activity and may take appropriate action in accordance with its Terms and applicable law.
This section does not prevent customers from making genuine complaints simply because the outcome is not ultimately in their favour.
Information submitted during a complaint may be shared with the vendor, delivery provider, payment provider, or other relevant party where reasonably necessary to investigate and resolve the complaint.
ShoppingSuru will handle complaint information according to its Privacy Policy and applicable law.
ShoppingSuru may maintain records of complaints, including:
Records may be retained for the period reasonably necessary for customer service, dispute resolution, legal compliance, fraud prevention, accounting, and other legitimate purposes.
This Complaint & Grievance Policy should be read together with:
ShoppingSuru may update this Policy when its customer-service processes, marketplace operations, technology, legal requirements, or complaint-handling procedures change.
The latest version will be published on this page together with the applicable policy version and effective date.
For customer complaints and grievances:
Phone: [INSERT CUSTOMER SUPPORT NUMBER]
Legal review: This policy is a customer-service and marketplace grievance framework prepared for ShoppingSuru. Before launch, the final complaint process and response timelines should be reviewed against the Electronic Commerce Act, 2081, Electronic Commerce Directive, 2082, Consumer Protection Act, 2075, and other applicable Nepalese requirements.
