Frequently Asked Questions
Find answers to common questions about our complaint management system
To submit a complaint, you need to use the unique link provided with your order confirmation. This link contains your order number and will take you directly to the complaint submission form. You must be logged in to submit a complaint.
For security and verification purposes, order numbers must be provided through the official order link. This ensures that only legitimate order holders can submit complaints for their orders.
Most complaints are resolved within 24-48 hours. However, complex issues may take longer. You can track the status of your complaint through your dashboard at any time.
Only you (the complaint owner) or a system administrator can close a complaint. This ensures that complaints are only closed when you are satisfied with the resolution.
After logging in, go to "My Complaints" in your dashboard. You'll see all your submitted complaints with their current status. Click on any complaint to view details and conversation history.
Yes, if you're not satisfied with the resolution, you can reopen a closed complaint from the complaint detail page. Simply click the "Reopen Complaint" button.
When submitting a complaint, you can attach files (images, PDFs, documents) using the attachment section. Supported formats include PNG, JPG, PDF, DOC, and DOCX up to 5MB.
Your complaint is automatically routed to the relevant department based on the category you select. A support agent will review your complaint and respond as soon as possible.