Grievance Redressal & Customer Support

This page explains how to contact StoreFiller, how complaints are handled, how quickly we respond and what you can do if you are not satisfied. It applies to shops, Sellers, riders and anyone affected by content on the Platform. It is published in line with the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021, the Consumer Protection (E-Commerce) Rules, 2020 and the Digital Personal Data Protection Act, 2023, to the extent they apply.

In this document "StoreFiller", "we", "us" and "our" mean Atavishaala Agro Exports Private Limited, the company that operates the StoreFiller mobile apps, the partner portal at partner.storefiller.in and the website at storefiller.in (together, the "Platform").

1. Customer support

• In the app: Help & Support, or Report an issue on the order. This is the fastest way, because the order details are attached automatically.
• Phone: +91 87488 21287
• Email: support@storefiller.in
• Hours: Monday to Saturday, 10:00 AM to 7:00 PM IST (closed on Sundays and national holidays). Messages received outside these hours are answered on the next business day.

2. Grievance Officer

If support has not resolved your issue, or your complaint is about personal data, content on the Platform, a Seller, a rider, or a decision we made about your account, contact our Grievance Officer:

3. What to include

• Your name and the registered mobile number on your account.
• The order reference (shown on the order and the invoice), if the complaint is about an order.
• What happened, when, and what you would like us to do.
• Photos, videos or documents that support your complaint.

4. Our timelines

• Acknowledgement: within 24 hours of receiving your complaint, with a reference you can quote.
• Resolution: within 15 days of receiving it. If a complaint needs information from a Seller, a bank or an authority, we will keep you updated and tell you the reason for any delay.
• Unlawful content: a complaint that content on the Platform is unlawful, infringing or harmful is acted on within the time the law sets for that kind of content.

5. What we can help with

• Orders, deliveries, missing or damaged goods, returns and refunds.
• Payments, wallet credits, coupons and rewards.
• Products and Sellers, including incorrect listings, MRP or labelling.
• Riders' conduct and cash collection.
• Your account, including suspensions and order limits.
• Your personal data and privacy rights.
• Content on the Platform, including reviews, that you believe is unlawful or infringes your rights.

6. If you are not satisfied

• Reply to our response and ask for the decision to be reviewed. A different member of our team will look at it.
• For personal data complaints, you may approach the Data Protection Board of India after using our process.
• You may also seek help from the National Consumer Helpline (dial 1915 or visit consumerhelpline.gov.in), or pursue the remedies described in the Terms of Use.

7. Fraud warning

StoreFiller will never ask for your one-time code, delivery code, card details, UPI PIN or password, and will never ask you to pay into a personal bank account or UPI ID. If anyone does, do not respond and report it to +91 87488 21287 or support@storefiller.in.