Issue Resolution Hierarchy

VKMA Innovations Pvt Ltd ·  Updated on June 2026

 

Overview

You deserve total clarity in every aspect of your purchases, whether they are for your business or your personal needs, 24/7. At VKMA Innovations, every grievance moves through our clearly defined “Four-Level Escalation Structure” (4L), ensuring a highly detailed, transparent process for all platform users.

If one tier cannot completely close your case or the response does not meet your expectations, the next level picks it up without delay. We guarantee that no ticket gets lost, no deadline is left vague, and no customer will ever be asked to start over from scratch when escalating a concern.

 

4L: The Four Levels 

 

L1

Level 1     

Customer Support

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

contactus@vkma.shop · +91-9892822889

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: Jay Karan, Grievance Officer    ·   Turnaround: 5–7 business days

grievancesredressal@vkma.shop · +91-9575517455  (Mon–Sat, 10 AM–7 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

vaphikkhan@vkma.shop

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 remains unresolved, it reaches the CEO or Director directly.
 

Effect: This top-tier is reserved for rare, genuinely exceptional matters, high-value disputes, cases involving legal implications, or incidents that affect the company's overall standing. We ask that you treat this step as a structural safety net, not as a route to bypass the earlier levels built to resolve most issues efficiently.

 

Before You File a Complaint

Following a few simple guidelines will keep your case moving quickly at every level, regardless of where you are in the structure:

  • When escalating, include a short summary outlining: what happened, which level handled it, and why it was not closed.
  • Include your Order ID and registered phone number in your communications at every level.
  • Save the complaint ticket number provided for each tier.
  • Be as precise as possible about dates and amounts, and skip any unnecessary details.
  • If you are writing to Level 3 or above, always attach relevant screenshots or order receipts.
     

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

 

VKMA Innovations Pvt Ltd: Your Market. Your Terms. Your Way.