Complaint Process

1. Objective

Digital Shopping Mall is committed to delivering a seamless shopping experience. Our complaint process is designed to handle consumer dissatisfaction fairly, consistently, and promptly. We view complaints as an opportunity to learn and improve for the future, as well as a chance to put things right for the person that has made the complaint.

2. Step 1: Contact the Shopkeeper

Most issues can be resolved quickly by speaking directly with the shopkeeper from whom you made the purchase. Please reach out to them via the options provided in your Order History. Give them at least **24-48 hours** to look into the matter and respond.

3. Step 2: Elevate to Mall Admin

If the shopkeeper does not reply or you are unsatisfied with their proposed resolution, you can elevate the complaint to our support team. Please gather your order number, any relevant communication with the shopkeeper, and photos of the product (if damaged/incorrect) and send an email to support@digitalshoppingmall.com.

4. Step 3: Investigation

Upon receiving your complaint, we will acknowledge it within 2 working days. Our platform operators will review the details, contact the shop owner if necessary for clarification, and work to find a middle ground or determine if the store violated our Terms of Service.

5. Resolution Timeframe

We aim to fully investigate and resolve all escalated complaints within 7 working days. In complex cases requiring further investigation, we will keep you informed of our progress and the expected timeline for a final decision.

6. Serious Infractions

In case of fraudulent activity, severe quality issues, or misrepresentation by a shopkeeper, Digital Shopping Mall reserves the right to issue penalties, up to and including terminating the shop's account on our platform.