Complaints & Grievance Redressal

If something has gone wrong with an order, a payment, a delivery, a refund or anything else, we want to hear about it and put it right. This page explains how to raise a complaint, what happens next, and how to escalate if you are not satisfied.

1. What you can complain about

Use this process for anything, including:

• Order - wrong order, missing items, an order stuck at a status;
• Product - quality, a defect, or an item not matching its description;
• Payment - a failed payment that was debited, a duplicate charge, an amount you do not recognise;
• Refund - a refund not received, a refund less than expected, or a refund decision you disagree with;
• Delivery - late, failed, damaged in transit, or delivered to the wrong address;
• Return or replacement - a return rejected, a pickup not happening, a replacement not arriving;
• Warranty - a claim refused or not progressing;
• Invoice - a wrong amount, wrong details, or a document you cannot obtain;
• Privacy - how your personal data has been handled;
• Website - a fault, an error, or something that does not work;
• Customer support - how you were treated, or a response you never received.

2. How to raise a complaint

Use the complaint form on this page. It asks for your contact details, the order or transaction it concerns, a category, and a description. You can attach photographs or documents as evidence.

Giving us the order number, transaction ID or invoice number up front is the single biggest thing you can do to get a fast answer - it lets us pull up the full record before we reply.

3. What happens next

1. Submitted. You get your complaint reference immediately.
2. Acknowledged. We confirm we have received it within 48 hours.
3. Under review. We investigate - checking the order, the payment records, the courier scans, or whatever the complaint concerns.
4. Waiting for you, if we need more information from you. We will say exactly what we need.
5. In progress. We are carrying out the fix - a refund, a replacement, a courier claim.
6. Resolved. We tell you the outcome and what we did.
7. Closed. The case is complete.

If you are not satisfied with an outcome, you can reopen the complaint by replying with your reference. A complaint is never closed simply because time has passed or because someone looked at it.

4. Our timeline

5. Escalation

If your complaint has not been resolved to your satisfaction, escalate it:

Escalations are currently handled by our customer support team through the complaints form, which raises a tracked complaint reference. You can also write to 99multiplesolution@gmail.com.

Quote your complaint reference when you escalate, so the full history comes with it.

6. Your rights

Nothing in this process limits your rights under the Consumer Protection Act, 2019. If you remain dissatisfied after escalating to us, you are entitled to approach the National Consumer Helpline or the consumer forum with jurisdiction where you reside or work. We would rather resolve it here, but that route is yours and we do not ask you to waive it.

Contact

• Email: 99multiplesolution@gmail.com
• Phone: 9345757300
• Post: 3/38 Main Road, Om Sakthi Ganapathy Nagar,, Palur, Koothur, Manachanallur,, Tiruchirappalli - 621216, Tamil Nadu, India, Tiruchirappalli, Tamil Nadu 621216
• Online: Contact us · Raise a complaint · Order help

Policy version 1.0 · last reviewed 21 Sep 2026