A practical guide on how to file a complaint against Shopclues

5 min read
October 31, 2019

ShopClues is a trusted online shopping website for both buyers and sellers. Shopclues has over 600K merchants selling 28 million products. [sc_fs_multi_faq headline-0=”p” question-0=”How to file a complaint to Shopclues?” answer-0=”You can submit your issue via Resolver. You can call on ShopClues customer care helpline number at 0124-4669777.” image-0=”” headline-1=”p” question-1=”How to get order refund from ShopClues?” answer-1=”You should get your refund within 3-7 days, depending upon the mode of payment. Contact ShopClues helpline to enquire about the status of your refund.” image-1=”” headline-2=”p” question-2=”How to contact ShopClues’ Grievance Officer?” answer-2=”If you are not happy by ShopClues’ customer service, you can file a complaint in person to the Grievance Officer by visiting this address: Plot No. 112, Sector – 44, Gurgoan – 122003.” image-2=”” count=”3″ html=”false” css_class=””]  Recently, ShopClues announced a merger with a Singapore based e-commerce company.

How to submit a complaint to ShopClues?

In the past, ShopClues has been accused of selling counterfeit and fake products. The company also receives complaints related to product quality, failed transactions, late delivery, refund request refused, etc. You can file a complaint with ShopClues by choosing any of the following methods-

  1. Complain to ShopClues via Resolver– The best way to file a complaint against ShopClues is through Resolver. It’s absolutely free. Just choose your issue with ShopClues and fill out a form where you will get a chance to explain your complaint in detail. Here, you can also mention the type of solution you want – refund, compensation, replacement, etc. Do not forget to type your registered email ID with ShopClues for a faster resolution. You will be able to manage, check the status and escalate your complaint via Resolver.
  2. ShopClues customer care number– You can complain on ShopClues’ toll-free helpline by calling on 0124-4414-888. You can also try calling on 0124-4669777 to receive technical support from ShopClues. Your query will be acknowledged by a customer support executive. From there, you will get a complaint or ticket number which will help you track the progress of your complaint.
  3. ShopClues grievance officer– If you feel that ShopClues has not resolved your issue properly, you can make a complaint to its Grievance Officer. For this, call on 0124-4414888 or you can visit the ShopClues office at this address- Plot No. 112, Sector- 44, Gurgaon 122003.

Have a complaint with ShopClues? Raise your issue immediately, Start your case now


How to get a refund from ShopClues? 

ShopClues sells imported products along with domestic products. When you cancel or return an order, you will receive a refund. In case, the courier fails to deliver your product in time, you will get a refund.

Generally, ShopClues will give your refund within 2 working days if they receive the product in time. Other times, the product has to be sent to the seller. Whatever the situation may be, ShopClues will keep you updated.

Depending upon the mode of payment, you will receive your refund within the given durations-

  • CluesBucks: 1 – 2 working days
  • Net banking: 3 – 4 working days
  • Debit card: 7 – 9 working days
  • Credit card: 10 – 15 working days
  • NEFT: 4 working days
  • eWallet: 7 – 9 working days

If you made the payment through Cash On Delivery (COD), you will receive your refund through NEFT or CluesBucks. Also, you will get your refund in the form of CluesBucks if the payment is made by Gift Card or if your bank account details are incorrect.

The refund may get declined if the product received by us is not as per your claim or Order ID is missing on the package.

If you do not receive a refund, you should contact your bank to enquire about it. In some cases, your refund may be declined due to incorrect claim or order details. You can file a complaint with the ShopClues grievance redressal team to challenge this.

How to return a product to ShopClues?

ShopClues has a flexible return and exchange policy. You can return any product within 10 days of receiving it. Just log in to your ShopClues account, on the mobile app or website and choose the product you wish to return. Keep it in mind that you mention the reason while returning the product.

You’ll receive a refund or replacement against a successful return within 3-7 business days. ShopClues will review your request before processing a refund against a returned item.

If you receive a damaged product or an empty or incomplete order, you must submit the return request within 2 days of delivery. Here, make sure you attach pictures of the empty or incomplete order to make your claim stronger.

In some cases, the seller will be asked for their approval before processing a return. Only after receiving the approval, ShopClues will arrange a ‘reverse pick-up’ courier service for you.

If the reverse pick-up isn’t serviceable on your location, you’ll be asked to self-ship the product. In this case, you will receive CluesBucks worth up to Rs 300 as compensation for shipping costs. Make sure you share the courier receipt with the customer care team to claim delivery charges.

Before placing a return request, make sure that the product is intact with original packaging, tags and free items that may have come with it. It must be unused and untampered.

Flowers, food items, healthcare products, intimate clothing items like undergarments, lingerie, beachwear, socks, or customized products, gift cards, etc. cannot be returned.

How to cancel an order with ShopClues?

You cancel the order of an imported product only if it hasn’t shipped yet. ShopClues allows only return/replacement/exchange of an imported order if it is damaged or if it not as described. The request for this must be placed within 48 hours.

For local products, you should place a request for cancellation as early as you can. Once shipped, an order cannot be canceled.

In rare cases, ShopClues or the seller may cancel your order. If this happens, you should receive clarification with a refund if you prepaid for the order.

What is ShopClues’ Buyer Protection Policy?

In order to provide a safer online shopping experience to customers, ShopClues offers 100% protection to its customers. ShopClues’ Buyer Protection Policy safeguards shoppers in the following ways-

  1. Seller guarantee of selling only genuine and brand new products along with a warranty, if applicable.
  2. ShopClues guarantee of protecting customers’ personal details like payment and billing details.
  3. Flexible return, exchange, replacement and refund policies for requests made in accordance with the respective rules and applicable terms and conditions.

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