CLOUDMART

SELLER & CUSTOMER SUPPORT POLICY

Effective Date: 01-10-2025 | Last Updated: 01-10-2025

Platform: www.cloudmartindia.com | Support: support@cloudmartindia.com

Welcome to Cloud Mart! Our goal is to ensure a seamless, transparent, and satisfactory experience for both Sellers and Buyers by providing dedicated, structured, and responsive support services. This Support Policy outlines the channels, timelines, processes, and standards of support available on the Cloud Mart platform (www.cloudmartindia.com).

This Policy is to be read in conjunction with the Cloud Mart Terms and Conditions, Seller Policy, Return and Refund Policy, and Privacy Policy, all of which are available on the Platform.

 

1. Support Channels and Availability

Cloud Mart offers multiple support channels to ensure all users can access assistance conveniently and promptly:

 

•         24/7 Live Chat: Instant support for urgent issues via the Cloud Mart website and mobile app. Available around the clock without interruption.

•         Email Support: support@cloudmartindia.com - First response within 24 hours for standard queries; priority response within 2 hours for urgent flagged issues.

•         Chat Support: Available Monday to Saturday, 9:00 AM to 9:00 PM IST. [PLACEHOLDER: Replace with actual support number before publishing.]

•         Seller Portal / Buyer Help Centre: Self-service portal at www.cloudmartindia.com/help with FAQs, step-by-step guides, policy documents, return initiation, and order tracking.

•         Grievance Officer (Escalation): For unresolved complaints — contact details provided in Section 6.

 

 

1A. Support SLA (Service Level Agreement) Summary

The following table outlines the applicable response and resolution timelines by issue type:

 

Issue / Query Type	Channel	First Response SLA	Resolution SLA
Urgent: Account locked / payment failure	Live Chat / Phone	Immediate	2–4 hours
High: Order not delivered / wrong item	Live Chat / Email	Within 2 hours	24–48 hours
Medium: Return / refund request	Email / Portal	Within 24 hours	5–7 business days
Medium: Seller payout / commission query	Email / Portal	Within 24 hours	5–7 business days
Low: General inquiry / feedback	Email / Help Center	Within 24 hours	3–5 business days
Escalated: Unresolved / legal matters	Grievance Officer	Within 24 hours	Within 15 working days

 

 

2. Support for Sellers

Cloud Mart is committed to helping Sellers build and grow their businesses on our platform. The following support services are available to all registered Sellers:

 

2A. Seller Onboarding and Account Assistance

•         Step-by-step onboarding guidance for new Sellers, including account setup, KYC verification, and GSTIN registration.

•         Assistance with understanding and completing the Seller Agreement and all related documentation.

•         Guidance on setting up product listings, pricing strategy, shipping options, and return policies.

•         Support with legal and tax-related documentation, including GST filing requirements and TDS (Section 194-O) deduction clarifications.

•         Dedicated onboarding specialists for bulk/enterprise Sellers during initial setup.

 

2B. Product Listing and Catalogue Support

•         Help with uploading single and bulk product listings, including image guidelines, description standards, and categorisation.

•         Assistance in optimising listings for search visibility and conversion.

•         Resolution of listing errors, policy violations, or restriction notices.

•         Guidance on compliance with Cloud Mart quality standards, BIS, FSSAI, Legal Metrology, and other sector-specific requirements.

•         Support for listing updates, price changes, and inventory management.

 

2C. Order Management and Fulfillment Support

•         Assistance with order processing workflows, dispatch confirmations, and tracking integration.

•         Coordination with Cloud Mart's logistics partners for pickup scheduling and shipment issues.

•         Support for handling order cancellations, returns, and replacement dispatches.

•         Guidance on SLA breach prevention, including fulfilment rate and cancellation rate management.

•         Notifications and alerts for pending and at-risk orders via the Seller Portal.

 

2D. Payment, Payout, and Tax Assistance

•         Assistance with understanding the payout cycle (Instant, Weekly, Monthly) and settlement timelines.

•         Resolution of transaction disputes, commission deduction queries, and failed payout investigations.

•         Support for TDS certificate (Form 16A) issuance and GST invoice generation.

•         Guidance on reconciling payout statements and commission deduction breakdowns.

•         Payout dispute escalation — must be raised within 7 business days of payout date.

 

2E. Seller Performance and Policy Compliance

•         Dedicated Account Managers assigned to Gold and Platinum tier Sellers for priority assistance.

•         Performance dashboard support to help Sellers track and improve: Order Fulfillment Rate (target: 95%+), Cancellation Rate (target: below 5%), Customer Rating (target: 3.5/5+), Return and Defect Rate (target: below 3%).

•         Structured warning process: Written warning issued on first breach; Performance Improvement Plan (PIP) for repeat violations; Suspension for persistent non-compliance.

•         Access to Cloud Mart's Seller Academy for training on platform policies, listing optimisation, and customer management.

•         Corrective action support and guidance to help Sellers regain compliance and restore account standing.

 

2F. Seller Grievance Redressal

•         Sellers may escalate unresolved issues to the Grievance Officer (see Section 6) after raising a support ticket and waiting at least 5 business days for resolution.

•         Cloud Mart will mediate Seller-Buyer disputes and communicate the outcome to both parties within 7–15 business days depending on complexity.

•         Sellers disputing account suspension or payout withholding may submit a formal appeal via the Seller Portal within 15 days of the action.

 

3. Support for Buyers

Cloud Mart is dedicated to making every shopping experience safe, reliable, and satisfying. The following support services are available to all registered Buyers:

 

3A. Order and Delivery Support

•         Real-time order tracking and delivery status updates via the Platform and SMS/email notifications.

•         Assistance with shipping delays, failed delivery attempts, and address-related issues.

•         Coordination with Sellers and logistics partners to resolve non-delivery and wrong delivery complaints.

•         Support for special delivery instructions and time-sensitive orders.

•         Guidance on what to do if a package is damaged at the time of delivery (including evidence documentation requirements under the Return Policy).

 

3B. Returns, Refunds, and Cancellations

•         End-to-end return and refund support for all eligible items, in accordance with the Return and Refund Policy.

•         Assistance with initiating return requests, uploading mandatory photo and video evidence, and scheduling reverse pickup.

•         Real-time updates on return status, inspection outcome, and refund processing timelines.

•         Support for resolving disputes between Buyers and Sellers relating to return eligibility, refund amounts, or replacement availability.

•         Guidance on cancellation of orders before dispatch and the applicable cancellation fee policy (if any).

 

3C. Account and Payment Assistance

•         Help with account login issues, password reset, OTP failures, and account recovery.

•         Assistance with payment failures, double charges, and pending transaction resolutions.

•         Support for unauthorised transactions — immediate account security lockdown on verified reports.

•         Assistance with gift cards, promotional codes, cashback, and wallet balance inquiries.

•         Guidance on updating account details, delivery addresses, and payment methods.

 

3D. Product Reviews and Reporting

•         Guidance on how to write and submit product reviews and Seller ratings.

•         Handling of reports relating to fake, incentivised, or misleading reviews — investigated within 5 business days.

•         Support for reporting counterfeit products, prohibited items, or suspected intellectual property violations.

•         Reporting of fraudulent Sellers or suspicious listings — actioned within 24 hours of verified report.

 

4. Dispute Resolution and Escalation Process

Cloud Mart provides a structured, fair, and time-bound dispute resolution framework for all conflicts between Buyers and Sellers. All disputes must be raised through official support channels — informal or external communications will not be considered.

 

4A. Dispute Resolution Process

1.       Raise a Ticket — The aggrieved party (Buyer or Seller) submits a dispute via the Help Center, Seller Portal, or support email, providing the Order ID, nature of the dispute, and all supporting evidence (photos, videos, screenshots, communications).

2.       Acknowledgement — Cloud Mart will acknowledge the dispute within 24 hours of receipt and assign a case manager.

3.       Investigation — Cloud Mart reviews the dispute, collects evidence from both parties, and mediates communication. Both Buyer and Seller will be given an opportunity to present their case within 48 hours of being notified.

4.       Resolution — Cloud Mart will issue a resolution within 5–7 business days. The resolution may include: refund to Buyer, replacement dispatch, payout adjustment for Seller, or no action if claim is found unsubstantiated. Both parties will be notified of the outcome in writing.

5.       Appeal — If either party disagrees with the resolution, they may appeal within 5 business days of the decision. Appeals are reviewed by a Senior Compliance Officer and a final decision is issued within 10 business days.

 

 

4B. Escalation Procedure

•         If a dispute remains unresolved after the appeal stage, users may escalate to the Grievance Officer (details in Section 6).

•         For matters involving alleged violations of consumer protection laws, users may approach the relevant Consumer Disputes Redressal Commission under the Consumer Protection Act, 2019.

•         Cloud Mart will cooperate fully with any regulatory investigation or consumer forum proceedings.

•         For legal matters, disputes are governed by Indian law under the exclusive jurisdiction of courts in Bengaluru, Karnataka.

 

5. Fraud Prevention and Security Support

Cloud Mart employs a multi-layered approach to fraud prevention, protecting both Buyers and Sellers from dishonest actors on the Platform:

 

5A. Platform Security Measures

•         AI-powered real-time fraud detection to identify suspicious transaction patterns, fake accounts, and coordinated abuse.

•         Secure transactions using SSL/TLS encryption and multi-factor authentication (MFA) for account access.

•         PCI-DSS compliant payment processing — Cloud Mart does not store full card numbers.

•         Automated alerts for unusual account activity, login from new devices, or changes to payout details.

•         Regular security audits and penetration testing of Platform infrastructure.

 

5B. Reporting Fraud and Suspicious Activity

•         Buyers or Sellers may report scams, phishing attempts, fake listings, review manipulation, or fraudulent chargebacks immediately via support@cloudmartindia.com with subject: 'FRAUD REPORT – [Order ID / Account ID]'.

•         Verified fraud reports are actioned within 24 hours, including account suspension, fund holds, and escalation to law enforcement where appropriate.

•         Cloud Mart will cooperate with Indian law enforcement agencies and regulatory bodies in investigations involving Platform fraud.

 

5C. User Responsibilities

•         Never share account credentials, OTPs, or payment details with anyone, including persons claiming to be Cloud Mart support staff.

•         Cloud Mart will never ask for your password, full card number, or OTP via email, phone, or chat.

•         Report any suspicious communication purporting to be from Cloud Mart to support@cloudmartindia.com immediately.

 

6. Grievance Redressal

In compliance with the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021 and the Consumer Protection (E-Commerce) Rules, 2020, Cloud Mart has designated the following Grievance Officer to address escalated complaints from both Buyers and Sellers:

 

Name: Rakesh KM

Designation: Grievance Officer

Email: rakesh@cloudmartindia.com

Address: Assessment No. 1190/1124/A, 2nd Floor, Bank Colony, VV Puram, Gauribidanur, Chickaballapur, Karnataka — 561208

Response Time: Acknowledgement within 24 hours; Resolution within 15 working days from receipt of complaint

 

 

7. Community and Learning Resources

Cloud Mart invests in the success of its Sellers and the satisfaction of its Buyers through educational resources and community engagement:

 

•         Cloud Mart Seller Academy: Free access to training modules covering listing optimisation, order management, customer communication, GST compliance, and platform policies. Available at www.cloudmartindia.com/seller-academy.

•         Webinars and Live Sessions: Monthly live webinars with Cloud Mart experts covering market trends, sales strategies, and policy updates. Schedules announced via the Seller Portal.

•         Video Tutorials: Step-by-step video guides for common tasks including product listing, return processing, payout management, and account settings.

•         Buyer Safety Guides: Tips on safe shopping, recognising fraudulent listings, secure payment practices, and how to use the return and dispute process effectively.

•         Cloud Mart Blog and Updates: Regular articles on e-commerce trends, regulatory updates, and platform feature announcements at www.cloudmartindia.com/blog.

 

8. Support Policy Compliance and Updates

Cloud Mart reserves the right to amend this Support Policy at any time. Updates will be communicated via:

•         A notice on the Seller Portal and Platform Help Centre

•         Email notification to registered Seller and Buyer accounts for material changes

 

Continued use of Cloud Mart's support services after updates are posted constitutes acceptance of the revised Policy. This Policy is to be read alongside all other Cloud Mart policies, which collectively govern your use of the Platform.

 

9. Contact Us

For any support queries, please reach out to us through the following channels:

 

General Support Email: support@cloudmartindia.com

Grievance / Escalation Email: rakesh@cloudmartindia.com

Chat Support:  (Mon–Sat, 9 AM – 9 PM IST)  [UPDATE WITH ACTUAL NUMBER]

Live Chat: Available 24/7 at www.cloudmartindia.com and on the Cloud Mart mobile app

Help Centre: www.cloudmartindia.com/help

Seller Academy: www.cloudmartindia.com/seller-academy

 

We are committed to your success and satisfaction on Cloud Mart. Our support team is always ready to assist.