Issue Resolution Hierarchy

Gairik Consultancy Pvt Ltd  ·  Effective: May 2026

 

Overview

You deserve clarity in all aspects of purchases, be it for your business or your personal needs, at any given time of the day. At Gairik Consultancy Pvt Ltd, every grievance moves through a defined “Four-Level Eescalation Structure” (4L) with vast details for users of our platform.

If one level cannot close your case or the response leaves you unsatisfied, the next level picks it up without delay. No ticket gets lost, no deadline is left vague, and no customer is asked to start over from scratch when escalating.

4L: The Four Levels 

 

L1

Level 1     

Customer Support

Handled by: First-line support executives   ·   Turnaround: 24–48 business hours

contactus@gairik.store  ·   +91-7860702497

Typical issues: Order tracking, payment confirmations, delivery delays, returns, refunds, and minor site issues

 

L2

Level 2 

Senior Support / Team Lead

Handled by: Senior executives and team leads   ·   Turnaround: 2–4 business days

Request escalation by email — quote your L1 ticket number

Typical issues: Repeated L1 failures, stuck refunds or replacements, complex order errors

 

L3

Level 3   

Grievance Officer

Handled by: Roni Chowdhury, Grievance Officer    ·   Turnaround: 5–7 business days

ronichowdhury@gairik.store  ·   +91-9875663623  (Mon–Fri, 10 AM–6 PM)

Typical issues: Policy disputes, unresolved L2 cases, matters needing legal or consumer-protection attention

 

L4

Level 4   

Operations Head

Handled by: Head of Customer Experience & Operations    ·   Turnaround: Reviewed within 7 business days

kajalsaha@gairik.store

Typical issues: Cases still open after L3; decisions on compensation, policy changes, vendor discipline

 

Final Escalation — CEO / Director

Cause: If your case has moved through all 4 structural levels and is still hanging without any resolution, it reaches the CEO or Director directly.

 

Effect: This top-tier is reserved for rare, genuinely exceptional matters, high-value disputes, cases with legal implications, or incidents affecting the company's standing. Treat it as a structural safety net, not a route to bypass the levels that exist to resolve most issues efficiently.

 

Before You File a Complaint

A few habits that will keep your case moving quickly at every level, regardless of where you are in the hierarchy:

  •  When escalating, include a short summary: “what happened, which level handled it, and why it was not closed.”
  • Mention your Order ID and registered phone number on every level
  •  Save the complaint ticket number for each tier.
  • Be precise about dates and amounts, and don't input unnecessary details
  • If writing to Level 3 or above, always attach screenshots or order receipts 

 

Every issue raised through this structure has a named owner accountable for a response within the stated timeframe. If a complaint is not acknowledged or resolved within the window at any level, that is a failure on our side — not yours.

 

Gairik Consultancy Pvt Ltd: Global by Design, Golden by Purpose.