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• When you file a complaint, the Buyer App will first acknowledge your complaint, and contact the seller and the platform that the seller uses (known as the Seller App), and give you a promised time to resolve the complaint. By law (under the E-commerce Rules 2020), the Buyer App must provide you with this response within 48 hours from you filing the complaint. If they do not do so, you can file an escalation with ONDC.

• The Buyer App will then work with the seller, Seller App and other parties such as the delivery partners, to try to resolve your issue within the promised time.

• Typically, in the case of product or delivery related issues, the seller or Seller App will be responsible for resolving your complaint, while the Buyer App only facilitates the coordination and information exchange for complaints resolution.

• If your complaint pertains to a defective/ damaged/ wrong product or deficient service, typically, any refund or replacement that you are offered may depend on the seller and/or Seller App and/or delivery agent performing their own independent investigation into the matter.

• As far as possible, the seller and Seller App will not reach out to you directly. All their communication with you bill through the Buyer App, unless there is a specific reason for them to contact you directly.

• In any case, by law (under the E-commerce Rules 2020), your complaint has to be resolved within 30 days from you filing it. So if the Buyer App has not communicated a resolution or closure to you within 30 days, you may either raise the complaint to ONDC.