Complaints
How to raise a complaint, who answers, and how fast.
01Raise it in the app
Open the order → Help. Say what went wrong and add photos. The complaint goes to the shop over ONDC's grievance system, and you follow the conversation on the order: the shop may ask for details and will offer a resolution — a refund, a replacement, or an explanation. Accept it, or decline and say why.
02Timelines
We acknowledge every complaint within 48 hours and see it resolved within one month, as the Consumer Protection (E-Commerce) Rules require. Most are settled within days.
03If it is not resolved
Tap Escalate on the complaint. We then follow up with the shop and its seller app until it is resolved; the resolution itself still comes from the shop, because the sale is theirs.
You can also go to the National Consumer Helpline — call 1915 or visit consumerhelpline.gov.in — or file a case with a consumer commission at edaakhil.nic.in.
04Grievance Officer
Our Grievance Officer is being appointed; this page will name them. Until then write to support@instastack.io and it reaches the same desk; post: Just InstaStack Technology Private Limited, Thane, Maharashtra, India.
05Other questions
Write to support@instastack.io. A person reads it.