1. What is a Grievance?

If you face any issues or have complaints regarding a product ordered or its delivery (e.g., missing items, defective products, or delayed delivery) through the Akar app, you can raise a grievance under the ONDC Issue and Grievance Management (IGM) framework.

2. How to Raise a Grievance?

• Go to the "My Orders" or "Help & Support" section in the Akar app and log your complaint against the specific order as soon as possible (usually within 48 hours of delivery).
• Uploading clear evidence, such as an unboxing video, pictures of the delivery package, or clear photos of the damaged product, is mandatory to process your claim.

3. The IGM Process

• As Akar operates as a Buyer Application on the ONDC network, your submitted complaint is directly routed to the respective Seller (Seller App/Node) via the ONDC network.
• The Seller will verify the provided evidence and offer a resolution (e.g., replacement or refund).
• The final decision regarding the resolution strictly depends on the concerned Seller's individual return and refund policy.

4. Resolution Timelines

• Acknowledgement: It typically takes 24 to 48 hours to forward your grievance to the respective Seller and receive an initial acknowledgement.
• Final Resolution: Depending on the nature of the issue and the Seller's response time, a complete resolution may take 3 to 7 business days.

5. Escalation

If the Seller fails to provide a resolution within the stipulated time, or if you are unsatisfied with the Seller's decision, the issue can be escalated to the ONDC network for further mediation and fair resolution.