Suffle Online

Operated by Naucera Travel Private Limited

1. Purpose and Scope

This Grievance Redressal Policy explains how customers, sellers and other users of Suffle Online can raise complaints, concerns and grievances and how Suffle intends to receive, record, investigate, communicate and resolve them.

It applies to marketplace purchases, sellers, products, payments, refunds, orders, delivery, returns, reviews, accounts, privacy, connected services, AI features, messaging, subscriptions and other Suffle services.

This Policy is intended to operate with the Terms & Conditions, Privacy Policy, Seller Terms and the specialised policies applicable to the subject of the grievance.

2. Company and Grievance Officer

Suffle Online is operated by Naucera Travel Private Limited.

Website: www.suffleonline.com

General Support / Grievance Email: info@flyshoppy.com

Grievance Officer: Mr. Roopal Jain, Managing Director

Grievance Officer Mobile: 9707669981

Grievance Officer Email: info@flyshoppy.com

Address: 707, N. T. Road, Nalbari-781435 (Assam), India.

3. Grievance Contact Information

Users may submit a grievance through Suffle's available support channel, including the designated grievance email and other contact mechanisms made available on the platform.

Where the platform provides an online complaint or support form, users should use the relevant ticketing mechanism so that the complaint can be assigned a reference or ticket number.

Users should provide sufficient information to allow Suffle to identify the account, order, transaction, seller, product or feature involved.

4. What Is a Grievance?

A grievance is a complaint or concern relating to Suffle, a seller, a product, a marketplace transaction, a platform service, privacy/data processing, payment, refund, delivery, content, account access, AI processing or another matter within Suffle's responsibility or control.

Routine support requests may be handled through customer support without being treated as a formal grievance, while unresolved or escalated complaints may enter the grievance process.

5. Who May Raise a Grievance

Customers, sellers, account holders, authorised representatives and other persons with a legitimate concern may submit a grievance.

Where a person acts on behalf of another user or organisation, Suffle may request reasonable evidence of authority before disclosing account-specific information or taking action.

6. How to Submit a Grievance

A grievance should include the complainant's name, relevant contact information, a clear description of the issue, applicable order/account/reference number, relevant dates and supporting documents or screenshots where available.

Users should not include passwords, OTPs, UPI PINs, CVV, ATM PINs, banking passwords or other unnecessary authentication/payment secrets in a complaint.

7. Complaint Ticket and Acknowledgement

Where Suffle's support system supports ticketing, each complaint should receive a unique complaint/ticket reference number.

The acknowledgement should, where reasonably practicable, confirm receipt and provide the reference number or another method of tracking the complaint.

Receipt of a grievance does not mean that Suffle has accepted the allegations or determined liability.

8. Grievance Categories

Grievances may relate to account access, seller conduct, product listing, product quality, order processing, payment, cancellation, return, replacement, refund, delivery, reviews, intellectual property, privacy, data requests, AI/automated processing, connected accounts, email, WhatsApp/business messaging, subscriptions, security or other platform matters.

Suffle may route the complaint to the appropriate internal team or specialised workflow.

9. Seller-Related Grievances

Where a complaint concerns a seller's product, fulfilment, conduct or listing, Suffle may first seek clarification or corrective action from the seller.

Sellers are expected to cooperate with legitimate investigations and provide relevant records where required.

Suffle may take marketplace action against a seller where the complaint and available evidence indicate a violation of Suffle rules, applicable law or seller obligations.

10. Product and Order Complaints

For marketplace complaints, Suffle may review the order, seller sub-order, product information, payment record, shipping information, return request, communication records and other relevant information.

Where the issue is governed by the Refund & Cancellation Policy, Returns/Replacement rules or another specialised policy, the applicable process will also apply.

11. Payment-Related Grievances

Payment complaints may include failed payments, duplicate charges, payment verification, refunds, chargebacks, payment status or transaction reconciliation.

Suffle may verify payment status through its backend payment records and Razorpay records where applicable.

Frontend payment messages, screenshots or browser status alone do not establish successful payment or refund completion.

12. Refund and Cancellation Grievances

Refund and cancellation complaints are handled with reference to the Refund & Cancellation Policy and the actual order/payment records.

Suffle should not represent a refund as completed until the applicable payment/refund status has been verified.

Where a seller or payment provider must take an action, Suffle may communicate the dependency and available next steps.

13. Delivery and Tracking Grievances

Delivery complaints may include non-delivery, delayed delivery, wrong tracking information, damaged shipment or delivery disputes.

Sellers are responsible for shipping arrangements under the marketplace model, while Suffle provides the central order, fulfilment and tracking-management system.

Tracking information should be distinguished between verified provider information, seller-provided information, imported information, manual information and AI-detected information.

14. Privacy and Personal Data Grievances

Users may raise concerns about collection, use, disclosure, retention, deletion, access, correction or other processing of personal data.

Privacy-related requests should be handled under the Privacy Policy and applicable data-protection requirements.

Suffle may need to verify the identity or authority of the requester before providing account-specific personal information.

15. Data Protection and Consent Complaints

Where a user believes that personal data has been processed contrary to the applicable notice, consent choice or legal requirement, the user may raise the concern through the grievance channel.

Suffle should record the nature of the concern, investigate the relevant processing activity and provide an appropriate response subject to applicable law.

16. AI and Automated Processing Grievances

Users may raise concerns about AI-generated information, automated tracking, automated classification, incorrect record matching, recommendations or other automated processing.

Suffle may review the underlying source data, processing history and applicable system rules.

Where appropriate, a human review may be conducted, particularly for significant, disputed or high-risk outcomes.

17. Connected Apps and Gmail Grievances

Concerns relating to connected accounts, provider access, Gmail/email processing, imported records or revocation should be handled with reference to the Connected Apps & Accounts Policy and Gmail / Email Data Policy.

Suffle must not require users to provide passwords, OTPs or other prohibited secrets merely to investigate a connection issue.

18. Intellectual Property Grievances

Rights holders may report suspected copyright, trademark, design, counterfeit or other intellectual-property infringement through the available grievance/support channel.

Reports should identify the protected work or mark, the allegedly infringing material, the complainant's rights or authority and sufficient information to locate the content.

Such reports may also be handled under the Intellectual Property Policy and Prohibited & Restricted Products Policy.

19. Review and Rating Complaints

Complaints concerning reviews, ratings, fake reviews, manipulation, prohibited content or review removal are handled under the Reviews & Ratings Policy.

Suffle may review available transaction records, content, reports and moderation decisions.

Users should not submit false complaints intended to remove genuine negative feedback.

20. Seller Compliance and Verification Grievances

Complaints concerning seller verification, compliance documents, product approval or seller eligibility may be reviewed against Suffle's seller verification and marketplace controls.

Super Admin retains final administrative authority for seller and product verification decisions where the platform designates such decisions for administrative review.

21. Security Grievances and Incidents

Users may report suspected account compromise, unauthorised access, security vulnerabilities, exposed information or other security concerns.

Security reports should not include live credentials, passwords, OTPs, payment PINs or other secrets.

Security incidents should be handled under the Data Security & Protection Policy and Suffle's incident-response procedures.

22. Account Access and Deletion Grievances

Account access, suspension, deletion and retention complaints may be reviewed against the Terms & Conditions, Account Deletion & Data Retention Policy and applicable records.

Suffle may require reasonable identity verification before changing account access or disclosing protected account information.

23. Seller Manual / Assisted Order Grievances

Complaints concerning seller-created manual or assisted orders should be handled through the same central Order, Payment, Fulfilment and Refund systems as ordinary marketplace orders.

Manual order creation, seller approval or customization approval does not by itself establish payment or order confirmation; the actual verified payment record remains relevant.

24. Custom and Personalised Product Grievances

Complaints involving customization requests, customer-uploaded designs, seller approval, final price, delivery/pickup or customized-product returns should be reviewed under the Custom & Personalised Products Policy and applicable order records.

Customer customization files should remain access-controlled and should not be disclosed unnecessarily during complaint handling.

25. Local Delivery and Store Pickup Grievances

Complaints involving local delivery, customer pickup, serviceability or seller-defined delivery arrangements should be reviewed using the central Serviceability and Order systems.

Historical orders should not be altered merely because a seller later changes its selling area or fulfilment configuration.

26. WhatsApp / Business Messaging Grievances

Complaints concerning WhatsApp connections, messaging, campaigns, opt-outs, spam, templates or sending limits should be handled under the WhatsApp / Business Messaging Policy and the user's actual account/connection records.

Suffle should not claim a message was sent, delivered or read unless the relevant provider status confirms it.

27. Subscription Grievances

WhatsApp software subscription complaints, including payment, activation, expiry, plan status or refund matters, are governed by the Subscription Policy and Payment Information Policy.

Marketplace purchase payments and WhatsApp subscription payments remain separate financial systems.

28. Investigation and Evidence

Suffle may review relevant account information, order records, payment records, seller records, support tickets, consent records, system logs, provider responses and documents submitted by the complainant.

Access to evidence should be limited to personnel or systems with a legitimate need to review the grievance.

Evidence should be handled according to applicable privacy, security and retention requirements.

29. Communication During Investigation

Suffle may request clarification, additional documents, screenshots, order IDs, payment references or other information reasonably necessary to investigate.

Where a complaint depends on a seller, courier, payment provider or other third party, Suffle may communicate that dependency.

Users should keep their contact information current so that Suffle can respond where necessary.

30. Resolution Outcomes

Depending on the facts, Suffle may correct information, restore access, provide an explanation, facilitate seller/customer communication, process an eligible refund, remove or restrict prohibited content, request seller action, escalate internally, or take another appropriate action.

Not every grievance will result in the remedy requested by the complainant. The outcome will depend on evidence, applicable policies, contractual terms and law.

31. No False Confirmation

Suffle must not mark a grievance as resolved merely because an automated workflow has closed a ticket.

Resolution should reflect the actual status of the issue, including any pending third-party action or unresolved dependency.

AI-generated text or a system-generated status must not be treated as proof that a remedy was completed unless the underlying record confirms it.

32. Grievance Escalation

Where a user is dissatisfied with the initial response, the user may request escalation through the available support/grievance mechanism.

Escalation should preserve the original complaint reference and relevant history to avoid duplicate records and repeated submissions.

Appropriate internal personnel may conduct a second-level review where warranted.

33. Grievance Records

Suffle may maintain grievance records, including complaint details, ticket numbers, communications, evidence, decisions and resolution status for support, security, dispute resolution, compliance and legal purposes.

Retention is subject to the Privacy Policy, Account Deletion & Data Retention Policy and applicable law.

34. Confidentiality and Privacy

Suffle should handle grievances using reasonable confidentiality and access controls.

Information about one customer, seller or third party should not be disclosed to another person unless authorised or legally required.

Users should avoid submitting unnecessary personal or sensitive information in complaints.

35. Misuse of Grievance Process

Users must not knowingly submit false, fraudulent, malicious or abusive complaints, impersonate another person, fabricate evidence or use the grievance process to harass sellers, customers or Suffle personnel.

Such conduct may result in appropriate account or platform action, subject to applicable law.

36. Third-Party Resolution

Some matters are controlled by third parties, including payment providers, courier companies, connected service providers or external platforms.

Suffle may provide the available information and facilitate escalation where appropriate, but cannot guarantee the decision, availability or response time of an independent third party.

37. Legal and Regulatory Escalation

Nothing in this Policy prevents a person from exercising rights or remedies available under applicable law or approaching an appropriate regulator, authority, consumer forum or court.

Suffle may cooperate with lawful requests from competent authorities.

38. Relationship with Other Policies

This Policy should be read with the Terms & Conditions, Privacy Policy, Data Security & Protection Policy, Payment Information Policy, Refund & Cancellation Policy, Seller Terms, Reviews & Ratings Policy, Intellectual Property Policy, Suffle AI Terms, AI Tracking / Automated Processing Notice, WhatsApp / Business Messaging Policy and other specialised policies.

39. Policy Updates

Suffle may update this Policy to reflect changes in the platform, support process, grievance mechanisms, legal requirements or responsible officers.

The current effective version should be maintained through Suffle's central legal/policy management system.

40. Legal and Implementation Note

This Policy describes Suffle's intended grievance-redressal framework and should be implemented consistently with the actual support/ticketing system and applicable Indian law.

Applicable response timelines, officer responsibilities and escalation mechanisms should be configured and displayed according to the legal requirements applicable to Suffle at the relevant time.

This Policy should be reviewed by qualified Indian e-commerce, consumer-protection and privacy counsel before publication and periodically thereafter.

Grievance Submission Checklist

·       Name and contact details of the complainant.

·       Relevant account, order, seller, product, payment, ticket or other reference number.

·       Clear description of the complaint and the requested resolution.

·       Relevant date/time and transaction details.

·       Supporting screenshots/documents where useful.

·       Do not include passwords, OTPs, UPI PINs, CVV, ATM PINs or banking passwords.

Critical Grievance Rules

·       Every supported complaint should receive a traceable ticket/reference number.

·       Actual complaint status and resolution must be based on verified records, not AI-generated assumptions.

·       Customer and seller information must remain access-controlled during investigations.

·       Payment/refund/order outcomes must be verified from backend records and applicable provider records.

·       Privacy, AI, intellectual-property, seller, review, WhatsApp and other specialised grievances should follow their corresponding policies as well.

·       Super Admin retains final administrative authority for platform verification and other decisions expressly assigned to Super Admin.

Official Grievance Contact

Grievance Officer: Mr. Roopal Jain, Managing Director

Email: info@flyshoppy.com

Mobile: 9707669981

Address: 707, N. T. Road, Nalbari-781435 (Assam), India.

Related Suffle Policies

·       Terms & Conditions

·       Privacy Policy

·       Data Security & Protection Policy

·       Payment Information Policy

·       Refund & Cancellation Policy

·       Seller Terms / Seller Agreement

·       Reviews & Ratings Policy

·       Intellectual Property Policy

·       Suffle AI Terms

·       AI Tracking / Automated Processing Notice

·       WhatsApp / Business Messaging Policy

·       Account Deletion & Data Retention Policy