🧩 Issue Resolution Hierarchy
At GHV World, customer satisfaction is at the core of everything we do. To ensure smooth and effective handling of any issues or complaints, we follow a well-defined Issue Resolution Hierarchy. This structured approach ensures that every concern is addressed at the right level and resolved quickly and fairly.
🔄 How It Works
When you raise a concern, it goes through the following levels of resolution — ensuring that your issue is handled by the most suitable team:
🧑💻 Level 1: Customer Support Team
Who handles it: First-line support executives
How to reach:
Typical Issues Resolved:
- Order tracking and status
- Delivery delays
- Payment confirmations
- Product returns & refunds
- Minor website issues
🧑💼 Level 2: Senior Support Executive / Team Lead
Escalation Point: If not resolved at Level 1 or response is unsatisfactory
How to escalate:
- Request escalation through email or chat
- Provide reference number of previous complaint
Resolution Time: Within 2–4 business days
Typical Issues Resolved:
- Repeated service failures
- Refund delays
- Product replacement issues
- Complex order errors
👨⚖️ Level 3: Grievance Officer / Compliance Team
Escalation Point: If not resolved at Level 2 or requires legal/consumer protection attention
How to escalate:
Grievance Officer Details:
Name: [Officer Name]
Email: greenhitechventures@gmail.com
Phone: +91-9903069240
Office Hours: Monday–Friday, 10 AM – 6 PM
🧑💼Level-4 Operations/Customer Experience Head
- Reviews escalated cases not resolved at Level 4.
- Oversees the overall efficiency of the complaint resolution process.
- Makes high-level decisions on compensation, policy changes, or disciplinary actions.
- Email id - greenhitechventures@gmail.com
🧑💼Final Level - Exceptional Cases CEO / Director
- Only involved in exceptionally critical or high-value complaints affecting company reputation or legal standing.
- Final authority on dispute resolution, strategic response, or public handling of major incidents.
📝 Important Guidelines
- Always share your Order ID and registered contact details when raising an issue.
- Ensure clear communication for quicker resolution.
- Keep track of ticket numbers for reference in escalations.
- We aim to resolve all concerns within the stipulated timeline mentioned at each level.
🤝 Your Satisfaction Is Our Priority
We take every concern seriously. Our structured Issue Resolution Hierarchy ensures that no issue goes unheard — and every customer walks away with a solution they’re happy with.
