🧩 Issue Resolution Hierarchy
At Sandarv Comodities Pvt Ltd, customer satisfaction is at the core of everything we do. To ensure smooth and effective handling of any issues or complaints, we follow a well-defined Issue Resolution Hierarchy. This structured approach ensures that every concern is addressed at the right level and resolved quickly and fairly.
🔄 How It Works
When you raise a concern, it goes through the following levels of resolution — ensuring that your issue is handled by the most suitable team:
🧑💻 Level 1: Customer Support Team
Who handles it: First-line support executives
How to reach:
- 📧 Email: scommoditypvtltd@gmail.com
- 📞 Phone: +91-9007141332
- Resolution Time: Within 24–48 business hours
Typical Issues Resolved:
- Order tracking and status
- Delivery delays
- Payment confirmations
- Product returns & refunds
- Minor website issues
🧑💼 Level 2: Senior Support Executive / Team Lead
Escalation Point: If not resolved at Level 1 or response is unsatisfactory
How to escalate:
- Request escalation through email or chat
- Provide reference number of previous complaint
Resolution Time: Within 2–4 business days
Typical Issues Resolved:
- Repeated service failures
- Refund delays
- Product replacement issues
- Complex order errors
👨⚖️ Level 3: Grievance Officer / Compliance Team
Escalation Point: If not resolved at Level 2 or requires legal/consumer protection attention
How to escalate:
- Email: scommoditypvtltd@gmail.com
- Mention complete issue history and previous ticket IDs
Resolution Time: Within 5–7 business days
Grievance Officer Details:
Name: [Officer Name]
Email: scommoditypvtltd@gmail.com
Phone: +91-9007141332
Office Hours: Monday–Friday, 10 AM – 6 PM
🧑💼Level-4 Operations/Customer Experience Head
- Reviews escalated cases not resolved at Level 4.
- Oversees the overall efficiency of the complaint resolution process.
- Makes high-level decisions on compensation, policy changes, or disciplinary actions.
- Email id - scommoditypvtltd@gmail.com
🧑💼Final Level - Exceptional Cases CEO / Director
- Only involved in exceptionally critical or high-value complaints affecting company reputation or legal standing.
- Final authority on dispute resolution, strategic response, or public handling of major incidents.
📝 Important Guidelines
- Always share your Order ID and registered contact details when raising an issue.
- Ensure clear communication for quicker resolution.
- Keep track of ticket numbers for reference in escalations.
- We aim to resolve all concerns within the stipulated timeline mentioned at each level.
🤝 Your Satisfaction Is Our Priority
We take every concern seriously. Our structured Issue Resolution Hierarchy ensures that no issue goes unheard — and every customer walks away with a solution they’re happy with.
