ESCALATION MATRIX

Shyaway believes that customer service experience is the key to acquire and nurture long-lasting relationships with customers. We aim to minimize customer complaints and grievances through proper service, prompt delivery, and review. However, please feel free to reach out to our team if you think there is a need to improve or change our products/services.

The Project Escalation Matrix is a holistic approach targeting consistent improvement in customer experience and quality of operations, which acts as a forum to enable customers to interact with the respective officers in the organization.

You can be sure that you’re talking to the right person at the right time by automatically connecting to our respective officers with the issues, and they will give you instant solutions.

Customer Support

You can contact our customer support team at help.shyaway.com or call us at (044) 6671 8666. The help center provides support on all your orders, payments, return/exchange, and offer-related queries. The team will address your concern/queries within 7 business days.

Complaints Team

Suppose you are not satisfied with the support provided by our customer support team. In that case, you can escalate it to our Complaints Team by sending a mail-in through our support portal or call our helpdesk at 044-66718666 (please refer to the content style guide for standard format and ask for a call back from the complaints team). We will ensure to respond to queries within 1-2 business days from the date of receiving the query.

Grievance Officer

All your unresolved queries can be redirected to our Grievance Officer for immediate assistance. You can contact our Grievance Officer - Soumya S, at soumya@genxlead.com with the complete details of your order/inquiry. We will respond within 2-4 business days from the date of receiving your email.

Nodal Officer

In a rare and unlikely event, in case your query remains unresolved from the Grievance Officer, kindly reach out to our Nodal Officer - Karthikeyan Thangaraju, at karthi@genxlead.com with the mail trail and complete details of your grievance. We will respond within 2-4 business days from the date of receiving your email.

Chief Compliance Officer

We will ensure all your queries and grievances are addressed in the above three levels within the stipulated time. However, if you are unsatisfied with the responses and feel your issue needs more clarification, kindly reach out to our Chief Compliance Officer - Aravind D, at d.aravind@genxlead.com We will respond within 2-4 business days from the date of receiving your email.

Contact us
Monday to Saturday 9am to 6pm (IST)
Support Portal