Grievance Redressal
Grievance Redressal Policy
Most issues resolve within 24 hours through normal customer support. If your concern isn't getting resolved, our grievance officer steps in — every grievance is acknowledged within 24 hours and resolved within 7 working days.
What is a grievance?
A grievance is a formal complaint when normal customer support hasn't resolved your concern. Common reasons to raise a grievance:
- Refund delays beyond the 5–7 working day window
- Order issues unresolved by support after multiple replies
- Authenticity dispute requiring senior review
- Privacy or data-handling concern
Two levels. Both real people.
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1
Customer support — first step
Most issues are resolved here. WhatsApp +91 63911 11661 or email connect@crowcrowcrow.com. Mention your order ID and the issue. Typical resolution: 24–48 hours.
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2
Grievance officer — if unresolved
If support hasn't resolved your issue, escalate to our Grievance Officer at connect@crowcrowcrow.com. Include your order ID, prior support reference, and a one-paragraph summary of the issue. Acknowledged within 24 hours. Resolved within 7 working days.
Three things to include when filing a grievance
To help us resolve your grievance quickly, include the following in your email to the Grievance Officer:
- Your order ID — format:
CCC-YYYY-MMDD-XXXXX, found in your order confirmation email. - Prior support reference — the customer support ticket reference, WhatsApp conversation date, or email chain that shows the unresolved issue.
- Issue summary — a clear paragraph describing the problem, what was promised, and what has actually happened.
Grievance officer contact details
Mandated under the Consumer Protection (E-Commerce) Rules, 2020 and the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021.
| Name | Vinay Singh |
|---|---|
| Designation | Grievance Officer |
| Company | Color Papers India Private Limited (operating as CrowCrowCrow.com) |
| connect@crowcrowcrow.com | |
| Acknowledgment | Within 24 hours of receiving a grievance (in writing, with a unique reference number) |
| Resolution | Within 7 working days of acknowledgment |
| Registered address | 2A, 2nd Floor, Vrindavan Building, Opp. Saraswati Tower CHS, MIDC Road, Mira Road East, Thane, Maharashtra – 401107, India |
Legal mandate
The Grievance Officer designation and the 24-hour acknowledgment / 7-working-day resolution commitments are statutory requirements under Indian law. We are legally required to acknowledge your grievance within 24 hours and resolve it within 7 working days of receipt.
What can a resolution look like?
Depending on the nature of your grievance, a resolution may include:
- Full refund — if the order can't be delivered, is damaged, or doesn't match the listing.
- Replacement — identical product re-sourced and shipped at no extra cost.
- Store credit — where appropriate (late delivery, partial issues), credit added to your account for the next purchase.
- Process correction — for privacy or data concerns, we explain what happened, fix the underlying process, and confirm corrections in writing.
Confidentiality
Every grievance is handled confidentially. Order details and personal information are accessed only by the team members reviewing your case, and used solely to resolve the issue. We do not share grievance details with any third party except where legally required.
Common grievance questions
Always start with regular support — most issues resolve within 24–48 hours. Escalate to grievance only if support hasn't resolved your issue after 2–3 follow-ups, or if it's been more than 7 working days without a satisfactory outcome.
Yes — every grievance is acknowledged in writing within 24 hours, with a unique grievance reference number. Resolution follows within 7 working days.
Reply on the same email thread with the new information. We re-review the case. We don't close grievances until the customer agrees the issue is resolved or has independently confirmed it's settled.
We're committed to making it right.
Something went wrong? Reach us directly on WhatsApp or email connect@crowcrowcrow.com — every issue is acknowledged within 24 hours.