Grievance redressal
Raising a complaint
If something has gone wrong, we want to know and put it right. Here's who to contact, what happens next and where else you can go.
How we handle complaints
- 1
Tell us
Start with customer support. If it isn't resolved, or it's serious, write to our grievance officer with your details, order references, what happened and what you'd like us to do.
- 2
We acknowledge it
You'll get a complaint reference number.
- 3
We investigate
We check quotes, payment records, allocation and delivery logs and payouts, and may ask you for more information.
- 4
We respond in writing
We explain what we found and what we're doing about it, for example a refund, a correction or a re-sent payout.
- 5
You can escalate
If you're not satisfied, you can use the external options below.
We aim to acknowledge complaints within 48 hours and resolve them within one month, in line with the Consumer Protection (E-Commerce) Rules, 2020. These timelines are being confirmed by our legal counsel.
Other places you can go
National Consumer Helpline
The Government of India's consumer helpline can help resolve consumer complaints. Call 1915 or visit consumerhelpline.gov.in.
Consumer Commission
You can file a complaint with the appropriate Consumer Disputes Redressal Commission under the Consumer Protection Act, 2019, including online through e-Daakhil.
Cyber fraud
Report suspected online fraud at cybercrime.gov.in or call 1930.
SMG isn't regulated by the RBI or SEBI, so we don't expect the RBI Integrated Ombudsman Scheme or SEBI's SCORES system to cover complaints about us. Complaints about a payment method itself can be raised with your bank.