Support Policy Page
Effective Date: 09-09-2025
Website: www.ebasket99.com
Platform Owner: Vinsup Infotech Private Limited
1. Purpose
This Support Policy explains how ebasket99.com provides support services to customers and shop owners using our platform. Our aim is to ensure smooth communication and quick resolution of issues while clearly defining our role as a facilitator between customers and shops.
2. Scope of Support
Our support team can assist with:
Account registration or login issues
Technical issues on our website or app
Order placement, payment confirmation, and status tracking
Communicating your complaint or request to the respective shop
General guidance on our policies (shipping, cancellation, refund, etc.)
3. What We Do Not Cover
Since ebasket99.com is only a marketplace platform and not the seller, our support team cannot directly handle:
Product quality issues
Order delays, damages, or lost parcels
Approving or rejecting return/refund requests
Product warranty, replacement, or servicing
These matters are the sole responsibility of the respective shop. We will help you contact them but final decisions rest with the shop.
4. Support Channels
You can reach our support team through:
Email: support@ebasket99.com
Live Chat: Available on our website (Mon–Sat, 10:00 AM – 6:00 PM)
We also provide a support ticket system inside your user dashboard for tracking issue status.
5. Response Time
We aim to:
Respond to all support requests within 24 hours (business days)
Resolve general platform issues within 48–72 hours
Escalate shop-related complaints to the concerned shop within 24 hours
6. Escalation Process
If your issue is not resolved by the shop within a reasonable time:
Raise a complaint through our support ticket system.
Our support team will follow up with the shop.
If unresolved, we may take platform-level action against the shop (like account suspension), but we cannot issue refunds or replace products without shop approval.
7. Privacy & Confidentiality
All your personal information shared during support will be kept confidential and used only for resolving your issue, as per our Privacy Policy.
8. Updates to This Policy
We may update this Support Policy from time to time. The updated version will be posted on our website with a revised effective date.
9. Contact Us
For any support-related concerns, please contact:
Email: support@ebasket99.com
Phone: 73 95 95 65 87
Address: P.M.Tower, First Floor, Kalavasal, Madurai.
eBasket 99 – All Your Local Shops in One Place (India's First Digital Mall)
Connecting All Kind of Local Shops at One Place. Our Vision Promoting the Local Shop Business via Online.
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