Issue Resolution Hierarchy
Issue Resolution Hierarchy
Customer satisfaction is the very essence of what we do at Abroces Fintech Services Private Limited. To resolve any grievances or complaints, we have a well-defined hierarchy. We have a well-defined structure and levels of issue resolution to keep the process smooth and efficient. The formal process allows each issue to be dealt with at the appropriate level and resolved promptly and impartially.
1. How It Works
The issue resolution hierarchy has multiple levels in place. Each level is handled by a suitable team with expertise in dealing with all kinds of issues, whether it is related to vendors, buyers, products, refunds, etc. When any user raises a concern, it goes through the following levels. Customer support teams at every level ensure that all issues are handled empathetically.
2. Level 1: Customer Support Team
Who handles it: First-line support executives
How to reach:
- Email: contactus@afs.cool
- Phone: +91-9831641507
- Resolution Time: Within 24–48 business hours
Typical Issues Resolved by Level 1- First line of support executives:
- Order tracking and status
- Delivery delays
- Payment confirmations
- Product returns & refunds
- Minor website issues
3. Level 2: Senior Support Executive / Team Lead
Escalation Point: If the issue is not resolved/cannot be resolved at Level 1, or the response from the support executives is unsatisfactory.
How to escalate to level 2- Senior support executive
- Request escalation through email or chat
- Provide the reference number of the previous complaint
- Resolution Time: Within 2–4 business days
Typical issues resolved by level 2 senior support executives:
- Repeated service failures at the first level of support.
- Refund or replacement delays
- Product replacement issues even after adhering to the return & refund policies.
- Complex order errors that cannot be resolved at level 1.
4. Level 3: Grievance Officer / Compliance Team
Escalation Point: If not resolved at Level 2 or requires legal/consumer protection attention, the issue is escalated to Level 3.
How to escalate to level 3- Grievance officer
- Email the issue to grievanceredressal@afs.cool
- Mention the complete issue history and previous ticket IDs
- Resolution Time: Within 5–7 business days
Grievance Officer Details:
- Name: Sarukul Islam Sardar
- Email: sarukulislamsardar@afs.cool
- Phone: +91-9831641691
- Officing Hours: Monday to Friday, 10:00 AM – 6:00 PM
5. Level 4 Operations/Customer Experience Head
The Level 4- operations head is responsible for overseeing all complaint resolution processes. If the complaint is still not resolved, users can:
- Escalated cases not resolved at Level 3.
- The operations head oversees the overall efficiency of the complaint resolution process and reviews all complaints that remain unresolved at the first 3 levels.
- Makes high-level decisions related to compensation, policy changes, or disciplinary actions.
- Email ID - mukulujjamansardar@afs.cool
6. Final Level - Exceptional Cases CEO / Director
If all 4 level officers fail to address and resolve grievances, these exceptionally critical or high-value complaints affect the company's reputation or legal standing. These critical cases are escalated to the highest level- to the CEO of the company. Our Director/CEO is the final authority on dispute resolution, strategic response, or public handling of major incidents.
7. Important Guidelines for Filing Grievances at Abroces Fintech Services Private Limited
- Always provide your Order ID and registered contact details when reporting an issue.
- Facilitate clear communication to enable faster resolution.
- Maintain ticket numbers for reference purposes in escalations.
- We intend to address all issues within the time frame specified at every level.
Your satisfaction is our priority at Abroces Fintech Services Private Limited. We value each issue. Our formal Issue Resolution Hierarchy makes sure that no issue is ignored. Each vendor and customer are equally important to us as the other, and we attempt to ensure that each of them leaves satisfied with a solution.