At SKYSOL, customer satisfaction is our priority. While we strive to resolve all enquiries promptly through our Customer Support team, we understand that certain matters may require additional review.

This Grievance Escalation page explains how customers can escalate unresolved concerns for further investigation and resolution.

1. When Should You Escalate a Grievance?

You may escalate your concern if:

  • Your issue has not been resolved within the expected response time.
  • You are dissatisfied with the resolution provided.
  • Your complaint requires further review.
  • Your refund, replacement or return request has not been resolved satisfactorily.
  • Your order has experienced an unusual delay without an update.
  • You believe your concern requires management review.

Before escalating, customers are encouraged to contact our Customer Support team and allow reasonable time for investigation.

2. Matters That Can Be Escalated

Customers may escalate concerns relating to:

  • Order processing
  • Payment issues
  • Shipping delays
  • Delivery disputes
  • Incorrect or damaged products
  • Return or refund requests
  • Product information concerns
  • Website-related issues
  • Customer service experience
  • Privacy-related enquiries
  • Policy-related concerns

3. Information Required

To help us investigate your grievance efficiently, please include:

  • Full Name
  • Mobile Number
  • Email Address
  • Order ID (if applicable)
  • Product Name
  • Date of Purchase
  • Detailed description of the issue
  • Copies of previous communication (if available)
  • Supporting photographs or documents (if applicable)

Providing complete information helps reduce delays in the review process.

4. Grievance Review Process

Once your grievance is received:

  1. Your complaint will be acknowledged.
  2. The relevant department will review the matter.
  3. Additional information may be requested if necessary.
  4. A suitable response or resolution will be communicated after review.
  5. Where applicable, corrective action may be initiated.

Each grievance is reviewed on its individual merits.

5. Response Timeline

Our target response times are:

  • Acknowledgement of grievance: Within 2 business days
  • Initial review: Within 5 business days
  • Final response: Within 15 business days, depending on the complexity of the matter

Certain cases may require additional time if third-party service providers or courier partners are involved.

6. Grievance Officer

For matters requiring escalation, please contact:

Grievance Officer

Name: [Insert Grievance Officer Name]

Email: grievance@skysol.in

Business Hours:

Monday – Saturday

9:30 AM – 6:30 PM IST

Sunday – Closed

7. Customer Responsibilities

Customers are requested to:

  • Provide accurate and complete information.
  • Maintain respectful communication.
  • Cooperate during the investigation process.
  • Respond promptly if additional information is requested.
  • Avoid submitting duplicate complaints for the same issue.

8. Resolution

Depending on the circumstances, the resolution may include:

  • Clarification of the issue
  • Order status update
  • Replacement approval
  • Refund processing
  • Corrective action
  • Service improvement recommendations
  • Other appropriate resolutions in accordance with SKYSOL policies

9. Related Support Pages

For quicker assistance, customers may also visit:

  • Contact Us
  • Order Support
  • Returns Support
  • Return, Refund & Cancellation Policy
  • Shipping & Delivery Policy
  • Privacy Policy
  • Terms & Conditions
  • Disclaimer

10. Updates to this Page

SKYSOL reserves the right to update this Grievance Escalation page to reflect improvements in customer service processes, legal requirements, or operational changes.

The latest version will always be available on this page.

Contact SKYSOL

Website:
https://divinebysas.com

Customer Support:
support@skysol.in

Grievance Officer:
grievance@skysol.in

Business Hours:

Monday – Saturday

9:30 AM – 6:30 PM IST

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