GRIEVANCE REDRESSAL
Effective Date: 12/08/2026
Last Updated: 16/09/2026
At FLIP SHOPPER GLOBAL SOLUTION PRIVATE LIMITED, operating under the brand name FLIP SHOPPER, we are committed to providing our customers with a transparent, accessible and fair mechanism for resolving complaints and concerns relating to products, orders, payments, delivery, returns, refunds, warranties and other services provided through www.flipshopper.in.We encourage customers to contact us first so that we can investigate and resolve concerns as quickly as reasonably possible.
1. PURPOSE OF THIS PAGE
This Grievance Redressal Policy explains:
how customers can submit a complaint;
the information required to investigate a complaint;
how complaints are acknowledged;
how complaints are reviewed and resolved;
how customers can track their complaint;
how unresolved matters may be escalated.
This mechanism is intended to provide customers with a simple and transparent channel for raising concerns.
2. WHAT CAN I COMPLAIN ABOUT?
Customers may raise a grievance relating to, including but not limited to:
Orders
Order not received
Wrong product delivered
Missing product or accessory
Order cancellation issue
Order processing issue
Delivery
Delayed delivery
Damaged package
Delivery attempt issue
Incorrect delivery status
Address-related delivery issue
Products
Defective product
Damaged product
Product materially different from description
Product quality concern
Product authenticity concern
Missing warranty/documentation
Returns & Refunds
Return request issue
Return pickup issue
Return rejection concern
Refund not received
Incorrect refund amount
Refund processing issue
Payments
Payment failure
Duplicate payment
Payment deducted but order not created
Payment/refund reconciliation issue
Customer Service
Unresolved customer-support complaint
Incorrect information provided
Communication-related complaint
Website & Privacy
Website-related issue
Account issue
Privacy concern
Data-related grievance
Other website or service-related concern
3. HOW TO REGISTER A GRIEVANCE
Customers can submit a grievance through any of the following channels:
Online Grievance Form
Submit Your Complaint → [Raise a Grievance]
Customers should provide the relevant information and supporting documents so that Flip Shopper can investigate the matter efficiently.
Email
Grievance Email: care@flipshopper.in
Customer Support
Customer Care: +91-99999-77225
Written Communication Customers may also send written correspondence to:
FLIP SHOPPER GLOBAL SOLUTION PRIVATE LIMITED
D 271A, Flat No 7, 3rd Floor, Krishna Park, Devli Road, Khanpur, South Delhi, Delhi 110080
4. INFORMATION TO INCLUDE WITH YOUR COMPLAINT
To help us resolve your complaint efficiently, please provide, where applicable:
Full name
Registered mobile number
Registered email address
Order ID
Invoice number
Product name
Date of purchase
Transaction/payment reference
Nature of the complaint
Description of the issue
Photographs or videos, where relevant
Previous complaint/ticket number, if any
Any other information reasonably required to investigate the complaint
Please do not send passwords, OTPs, PINs, CVV numbers or complete payment-card credentials.
5. COMPLAINT ACKNOWLEDGEMENT
Once a consumer complaint is received through the appropriate grievance channel, Flip Shopper will acknowledge receipt within 48 hours, in accordance with the applicable Consumer Protection (E-Commerce) Rules.
The customer will receive an acknowledgement or complaint/reference number wherever applicable.
The reference number should be retained by the customer for future communication and tracking.
The current rules provide for acknowledgement within 48 hours and redressal within one month from receipt of the complaint.
6. COMPLAINT / TICKET NUMBER Where a complaint is registered through a ticket-based system, Flip Shopper will provide a complaint or ticket/reference number.
Customers can use this number when contacting Customer Support regarding the same matter.
Example
Complaint ID: FS-2026-000123
Status: Under Review
Date Received: DD/MM/YYYY
Expected/Target Resolution: [Where applicable]
7. INVESTIGATION OF COMPLAINTS
Depending on the nature of the complaint, Flip Shopper may review:
Order records
Payment records
Delivery records
Courier information
Product information
Photographs/videos
Return-pickup information
Customer communications
Warranty information
Supplier/manufacturer information, where relevant
Other information reasonably necessary to investigate the matter
Customers may be contacted for additional information where necessary.
8. RESOLUTION OF COMPLAINTS
Depending upon the circumstances and applicable law, a grievance may be resolved through one or more appropriate measures, including:
clarification or information;
correction of an order issue;
replacement;
exchange;
return;
refund;
repair;
warranty assistance;
delivery assistance;
account correction;
payment reconciliation;
other appropriate corrective action.
The remedy available may depend on the nature of the complaint, product category, applicable return/warranty terms and applicable law.
Nothing in this Policy is intended to restrict any consumer right or remedy that cannot lawfully be excluded.
9. TIMEFRAME FOR REDRESSAL
Flip Shopper will endeavour to resolve complaints as promptly as reasonably possible.
Under the applicable Consumer Protection (E-Commerce) Rules, the grievance officer is required to redress a consumer complaint within one month from the date of receipt.
Where a matter requires additional investigation or depends upon information from a third party, manufacturer, logistics provider, payment provider or other relevant party, Flip Shopper may communicate the status and applicable reasons for any delay.10. COMPLAINT STATUS
Customers may contact Flip Shopper Customer Support using their complaint/reference number to request an update.
Where an online complaint-management facility is available, customers may also use the website to check the status of their complaint.[Check Complaint Status]
11. ESCALATION
If a customer is dissatisfied with the initial response, the customer may request escalation through the grievance mechanism.
Level 1 — Customer Support
The customer may first contact Flip Shopper Customer Support.
Level 2 — Grievance Officer
If the matter remains unresolved, the customer may escalate the complaint to the designated Grievance Officer.
Level 3 — External Consumer Grievance Mechanism
Where a customer remains dissatisfied after using Flip Shopper's grievance mechanism, the customer may have access to applicable statutory consumer-redressal mechanisms.
The Government's National Consumer Helpline (NCH) currently provides a national pre-litigation grievance channel through 1915, its web portal and other channels.
Customers may also have remedies available under the Consumer Protection Act, 2019 and applicable rules.
12. NATIONAL CONSUMER HELPLINE
Customers may also approach the National Consumer Helpline (NCH) for appropriate consumer grievance assistance.
National Consumer Helpline
Telephone: 1915
WhatsApp: 8800001915
Email: nch-ca@gov.in
Website: consumerhelpline.gov.in
The Department of Consumer Affairs states that NCH provides a national pre-litigation grievance mechanism and accepts grievances through multiple channels. Flip Shopper will comply with applicable requirements concerning integration/convergence with the National Consumer Helpline process.
The 2026 amendments to the e-commerce rules specifically require e-commerce entities to become partners in the NCH convergence process, with the amended rules coming into force from 1 January 2027.
13. GRIEVANCE OFFICER
In accordance with applicable requirements, Flip Shopper shall designate a Grievance Officer for consumer grievances.
Grievance Officer Name:
Designation: Grievance Officer
Email: care@flipshopper.in
Phone: +91-99999-77225
Working Hours: All Day including Weekend from 10:00am to 10:00pm
Address:
FLIP SHOPPER GLOBAL SOLUTION PRIVATE LIMITED
D 271A, Flat No 7, 3rd Floor, Krishna Park, Devli Road, Khanpur, South Delhi, Delhi 110080
Customers may use the above details for complaints requiring formal grievance redressal.
The Consumer Protection (E-Commerce) Rules require e-commerce entities to display the grievance officer's name, contact details and designation prominently on their website.
14. CUSTOMER COMPLAINT RECORD
Flip Shopper will maintain appropriate records of consumer complaints and their resolution in accordance with applicable legal, regulatory and business requirements.
From 1 January 2027, the amended e-commerce rules provide that the complainant is to receive a copy of the complaint as recorded by the grievance officer. Flip Shopper's grievance-management system should therefore be configured to support this requirement before the amended rules take effect.
15. PRIVACY OF GRIEVANCE INFORMATION
Information submitted through a grievance may contain personal or order-related information.
Flip Shopper will handle such information in accordance with its Privacy Policy and applicable data-protection requirements.
Customers should provide only information reasonably necessary to process their complaint.
Do not include:
passwords;
OTPs;
ATM PINs;
CVV;
complete card numbers;
banking passwords;
other confidential authentication credentials.
16. FALSE OR ABUSIVE COMPLAINTS
Flip Shopper respects every genuine customer complaint.
However, the Company may investigate complaints where there is reasonable evidence of:
fraudulent claims;
deliberate misinformation;
repeated abuse of return/refund mechanisms;
manipulation of products or evidence;
impersonation;
misuse of customer accounts;
other fraudulent or unlawful activity.
Any action taken will be subject to applicable law.
17. COMPLAINTS RELATING TO PRODUCT SAFETY
If a customer believes that a product presents a safety risk, the customer should immediately stop using the product where appropriate and contact Flip Shopper through the Customer Support or Grievance channel.
Please provide:
Order ID
Product name
Product/serial number, where applicable
Description of the safety concern
Photographs/videos, where relevant
Any other relevant information
Safety-related complaints may be prioritised for investigation and appropriate action.
18. UNRESOLVED DISPUTES
The grievance mechanism is intended to facilitate quick and effective resolution of customer concerns.
If a dispute cannot be resolved through the Company's internal grievance process, customers may pursue remedies available under applicable Indian law, including applicable consumer-redressal mechanisms.
The Consumer Protection Act, 2019 provides a three-tier consumer dispute-redressal framework through District, State and National Consumer Commissions.
Nothing in this Policy limits any statutory consumer right.
19. POLICY UPDATES
Flip Shopper may update this Grievance Redressal Policy from time to time to reflect:
changes in applicable law;
regulatory requirements;
changes in customer-support processes;
technology improvements;
changes to grievance-management systems;
changes to the Company's business operations.
The latest version will be published on www.flipshopper.in.
20. CONTACT FLIP SHOPPERFLIP SHOPPER GLOBAL SOLUTION PRIVATE LIMITED
Brand: FLIP SHOPPER
Website: www.flipshopper.in
Customer Support: +91-99999-77225
Customer Support Email: care@flipshopper.in
Grievance Officer:
Grievance Email: care@flipshopper.in
Registered Office:
[Official Registered Office Address]
D 271/A, Flat No. 7, 3rd Floor, Krishna Park, Devli Road, Khanpur, South Delhi, Delhi 110080, India
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FLIP SHOPPER — We are committed to listening, responding and resolving customer concerns fairly and transparently.
