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GRIEVANCE REDRESSAL POLICY
INTRODUCTION
At Raspn Shipping Services Pvt. Ltd., we are committed to providing exceptional service by connecting our vendors with reputable shipping companies and freight forwarders worldwide. As an aggregator, our primary role is to facilitate these connections and ensure smooth transactions. However, we must emphasize that we are not liable for any loss, mishap, or damage to the shipments handled by these third parties. Our Grievance Redressal Policy and Matrix are designed to address concerns related to our services promptly and effectively.
GRIEVANCE REDRESSAL POLICY
Objectives
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To provide a structured mechanism for addressing customer grievances.
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To ensure prompt and efficient resolution of grievances.
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To enhance customer satisfaction and trust in our services.
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To identify and address any systemic issues to improve overall service quality.
Scope
This policy applies to all vendors and customers of RASPN Shipping Services Pvt. Ltd. who wish to raise concerns or grievances related to our aggregation services, including issues with shipping companies, freight forwarders, or any other related matters.
Key Principles
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Transparency: The grievance redressal process is transparent and accessible to all customers.
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Responsiveness: Grievances are acknowledged and resolved promptly.
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Fairness: Each grievance is addressed impartially and with due consideration to all relevant facts and circumstances.
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Confidentiality: Customer information and grievance details are treated with strict confidentiality.
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Continuous Improvement: Feedback from grievances is used to improve our services and processes.
Disclaimer
Raspn Shipping Services Pvt. Ltd. operates as an aggregator, connecting vendors with shipping companies and freight forwarders overseas. We do not directly handle or transport shipments. Therefore, we are not liable for any loss, mishap, or damage to the shipments. However, we are committed to supporting our vendors by connecting them with the support teams of our shipping partners through our established and dedicated support channels.
GRIEVANCE REDRESSAL MATRIX
The following matrix outlines the process and timeline for resolving customer grievances:
Level 1: Customer Support
Contact Method:
Response Time:
Within 24 hours
Resolution Time:

Within 5 business days
Process:
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Customers can raise their grievances by contacting our customer support team via email at l1support@raspnshipping.co.in
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Upon receiving a grievance, the customer support team will acknowledge the receipt within 24 hours and provide a reference number for tracking.
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The customer support team will investigate the grievance, consult relevant departments if necessary, and provide a resolution within 5 business days.
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If the grievance pertains to a shipping company or freight forwarder, we will facilitate communication between the vendor and the shipping partner’s support team.
Level 2: Grievance Officer
Level 1: Customer Support
Contact Method:
Response Time:
Within 24 hours
Resolution Time:

Within 7 business days
Process:
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If the customer is not satisfied with the resolution provided at Level 1, they can escalate the grievance to the Grievance Officer by emailing at l2support@raspnshipping.co.in.
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The Grievance Officer will acknowledge the escalation within 24 hours and review the details of the grievance.
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The Grievance Officer will conduct a thorough investigation, consult with relevant departments, and provide a resolution within 7 business days.
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We will continue to support the vendor by liaising with the shipping partner’s support team to address the grievance.
Note: All L3 Grievances Must Have a Resolved or Unresolved L1 & L2 Grievance Support Number.
Level 3: Senior Management
Contact Method:
Response Time:
Within 48 hours
Resolution Time:

Within 10 business days
Process:
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If the grievance remains unresolved after Level 2, the customer can further escalate the matter to the Senior Management team by emailing at escalation@raspnshipping.co.in
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The Senior Management team will acknowledge the escalation within 48 hours and undertake a comprehensive review of the grievance.
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Senior Management will work closely with all relevant departments to ensure a fair and satisfactory resolution is provided within 10 business days.
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We will continue to facilitate communication and support between the vendor and the shipping partner’s support team.
Note: All L3 Grievances Must Have A Resolved or Unresolved L1 & L2 Grievance Support Number.
GRIEVANCE REDRESSAL PROCESS
Step 1: Lodging a Grievance
Vendors and customers can lodge their grievances through email.
Step 2: Acknowledgment and Tracking
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Upon receipt of a grievance, the customer will receive an acknowledgment within 24 hours, including a reference number for tracking purposes.
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The customer can use this reference number to follow up on the status of their grievance.
Step 3: Investigation and Resolution
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The relevant team will investigate the grievance, gather all necessary information, and consult with the concerned departments.
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A resolution will be provided within the stipulated timeline based on the level of escalation (Level 1, Level 2, or Level 3).
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If the grievance involves a shipping partner, we will facilitate communication between the vendor and the shipping partner’s support team to resolve the issue.
Step 4: Communication
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The resolution and any necessary actions will be communicated to the customer via email or phone.
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If the customer is not satisfied with the resolution, they can escalate the grievance to the next level as per the Grievance Redressal Matrix.
Step 5: Feedback and Continuous Improvement
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Customer feedback on the grievance redressal process and resolution is encouraged.
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Feedback is analyzed to identify any systemic issues and to implement improvements in our services and processes.
CONTACT INFORMATION
For Any Grievances or Inquiries, Please Contact Us At:
​​General Grievances:
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Escalation Grievances:
At Raspn Shipping Services Pvt. Ltd., we value our customers and are dedicated to ensuring their satisfaction. Our Grievance Redressal Policy and Matrix are designed to address and resolve any concerns promptly and fairly. While we act as an aggregator and are not liable for any loss, mishap, or damage to shipments, we are committed to supporting our vendors by connecting them with the support teams of our shipping partners through our established and dedicated support channels.We appreciate your trust in our services and are committed to continuous improvement based on your valuable feedback. Thank you for choosing RASPN Shipping Services Pvt. Ltd.