Our structured process to address concerns related to orders, products, payments, and platform usage.
1. Purpose
Ensure concerns related to products, services, orders, payments, or platform usage are addressed quickly, fairly, and transparently with clear communication and equal treatment for all users.
2. Scope
- Order delays or non-delivery
- Product mismatch or defects
- Refund/return issues
- Payment gateway errors
- Technical issues in the platform
- Misuse or violation of platform terms
3. Core Principles
- Fairness & Equality: Every grievance handled without bias
- Courtesy & Respect: Polite, professional communication
- Transparency: Clear process and status updates
- Timeliness: Most issues resolved within 7 working days
4. Support Channels
Primary Contact
- KalaSaathi Help Desk (24×7 online) — Chatbot + Live Agent (order tracking, returns/refunds, address change, payments, technical help)
- Email: support@kalasaathi.com
- Phone Helpline: +91-773 774 9595 (9:00 AM – 9:00 PM IST)
Escalation Levels
- Help Desk Agent → Ticket ID issued
- Grievance Officer review
- Platform Management Committee intervention
5. Process Flow
- Submit complaint via Help Desk, Email, or Contact Form
- Receive Ticket ID and acknowledgment within 24 hours
- Resolution attempt within 3–7 working days
- If unresolved, escalate to the Grievance Officer
- Final resolution and closure report shared
6. Roles & Responsibilities
- Buyer/Artisan/Emporium Manager: Provide full details (Order ID, screenshots, description)
- Help Desk: Log and attempt first resolution
- Grievance Officer: Review escalations and coordinate with technical/operations teams
- Management Committee: Handle rare unresolved or policy-related disputes
7. Expected Timelines
| Stage | Timeline |
|---|---|
| Acknowledgment of grievance | Within 24 hours |
| First resolution attempt | 3–7 working days |
| Escalation review | Additional 3–5 days |
| Final closure | Max 15 working days |
8. Grievance Officer Details
Name: Shri. Shripad S.
Email: grievance.officer@kalasaathi.com
Phone: +91-773 774 9595
Working Hours: Mon–Sat, 10 AM – 6 PM
9. Training & Awareness
- Artisan Training Sessions: how to report and track grievances
- Emporium Manager Workshops: handling customer escalations locally
- Customer FAQs: quick reference for common issues
10. Review & Improvement
The mechanism is reviewed quarterly for resolution speed, user satisfaction, and common complaint patterns to drive process improvements.