At THIVID TECHNOLOGIES PRIVATE LIMITED, we are committed to providing excellent customer service to ensure a smooth, trustworthy, and satisfying shopping experience. This Customer Support Policy outlines the services, processes, and commitments related to customer support on our platform.
1. Scope of Customer Support
Our Customer Support team assists with:
Order Placement & Tracking
Product Information & Availability
Payments & Billing Inquiries
Refunds & Returns Assistance
Account Access & Technical Support
Complaints, Feedback, and Disputes
2. Support Channels
Customers can reach us through:
Email Support: info@thivid.com
Phone Support: +91 9876543210
3. Support Hours
Our support team is available during the following hours:
Days: [Monday to Friday / All Days]
Timings: [10Am To 6Pm]
Queries received outside these hours will be addressed on the next business day.
4. Response Time Commitments
We aim to respond within:
Email Queries: Within 24 business hours
Live Chat: Within 5 minutes during support hours
Phone Calls: Immediate or within 5 minutes during support hours
Complex issues requiring investigation may take longer, but updates will be provided.
5. Complaint Resolution Process
Initial Review: Complaint is acknowledged within 2 hours.
Investigation: Our team investigates the issue thoroughly.
Resolution: We aim to resolve most cases within 2 business days.
Escalation: If unresolved, the issue may be escalated to a senior representative.
6. Refund & Return Queries
Refund or return-related queries will be handled according to our Refund & Returns Policy.
7. Seller Communication Support
If your query involves a seller:
We will coordinate with the seller on your behalf.
Seller-related responses may take longer depending on their response times.
8. Customer Responsibilities
Customers are requested to:
Provide accurate information while contacting support.
Maintain respectful communication with support representatives.
Keep order details ready for faster resolution.
9. Escalation Matrix
If you are not satisfied with the support response:
Level 1: Customer Support Agent
Level 2: Team Leader / Supervisor
Level 3: Customer Experience Manager (Final Escalation)
Escalation requests can be sent to info@thivid.com
10. Policy Updates
We may revise this Customer Support Policy from time to time. Updated policies will be posted on our website.
11. Contact Details
For further assistance, please reach out:
Email: info@thivid.com
Phone: +91 9876543210
Business Address: 801 & 802, 8th Floor, Manjeera Majestic Commercial,
JNTU Hi-Tech City Road, KPHB, Kukatpally,
Hyderabad, Tirumalagiri, Telangana, India – 500072