Customer Support Policy

Effective Date: 1 Jan 2025

At GAINT IT SOLUTIONS PRIVATE LIMITED, we are dedicated to providing excellent customer service and support to ensure a seamless shopping and selling experience on our platform. This policy outlines the customer support services we offer and the procedures to resolve issues effectively.

1. Scope of Customer Support

Our customer support team assists with the following:

  • Order inquiries and issues (delivery, cancellations, returns)
  • Account-related queries (login, password reset, etc.)
  • Technical support for using the platform
  • General inquiries (product listings, marketplace policies)
  • Fraud prevention and reporting suspicious activities

2. Contact Methods

Customers and sellers can contact our support team through the following channels:

  • Email: gaintsolutions1@gmail.com
  • Phone: 8376843539 (Available from 9:00 AM to 6:00 PM, Monday to Friday)
  • Help Center: Access FAQs and guides for self-resolution on our platform.

3. Response Time

  • We aim to respond to email queries within 1 business day.
  • For urgent matters (such as payment issues or account suspensions), we prioritize resolutions within 24 hours.

4. Resolution Process

  • Once a query is received, the support team will assess the issue and attempt to resolve it as quickly as possible.
  • For complicated matters (e.g., order disputes or fraud investigation), the team may take 3–5 business days to provide a resolution.
  • Users will receive regular updates on the status of their inquiry via email or phone.

5. Escalation Process

If an issue is not resolved satisfactorily:

  • Customers and sellers can escalate the matter to a Senior Support Representative by emailing gaintsolutions1@gmailcom | info@xoomshop.in with “Escalation Request” in the subject line.
  • Senior representatives will review the issue and provide a final decision within 3–5 business days.

6. Feedback

We encourage users to share their feedback on customer support interactions to help us improve our services. Feedback can be submitted via email or through our website.

Contact Information

GAINT IT SOLUTIONS PRIVATE LIMITED
Unit No. 478, 4th Floor, Aggarwal Cyber Plaza II,
NSP, Pitampura, Delhi – 110034
📧 Email: gaintsolutions1@gmailcom | info@xoomshop.in
📞 Phone: 8376843539