Meradh Luxurious

Account · Guide 14

Getting help

A ticket, a thread, a person. And a grievance route if that fails.

Support in the panel is a ticket system. You open a ticket with a subject and a description, optionally a file, and the ops team replies in the same thread. You can have up to three tickets open at a time, and new requests are routed to ops within one business day.

For anything the ticket does not resolve, the legal grievance route is below, with its acknowledgement and resolution timelines.

On this page
  1. 01Your tickets
  2. 02Raise a ticket
  3. 03Follow the thread
  4. 04The grievance route
  5. —Rules and common mistakes
  6. —Questions sellers ask

Account · Support

Your tickets

One row per ticket: number, subject, status, priority and when it was opened. Search by subject or message; filter All, Pending, Resolved, Closed.

The Support screen with the New ticket button, the search box and the status pills outlined.
Fig. 1Full size

  1. New ticket

    Opens the form.

  2. Search and status pills

    Pending is open; Resolved was closed by the team with a note; Closed was closed by you or the team.

New support ticket

Raise a ticket

Say what is going wrong so the team can help quickly.

The New support ticket form with the Subject, Describe the issue, Attachment and Submit ticket outlined.
Fig. 2Full size

  1. Subject

    5 to 150 characters. Put the reference in it: the order number, the settlement number or the product name.

  2. Describe the issue

    20 to 2,000 characters. What you did, what you expected, what happened, and when.

  3. Attachment (optional)

    One file: PNG, JPEG, WEBP or PDF, up to 8 MB. A screenshot of the error is the most useful thing you can send.

  4. Submit ticket

    You get a ticket number in the form VD-… and the ticket appears as Pending.

Ticket VD-…

Follow the thread

The ticket page shows the subject, your attachment, the conversation as bubbles labelled You and Support team, and the timestamps. Type in the box at the bottom and press Send (or Ctrl/⌘ + Enter); replies are text only, up to 2,000 characters. Close ticket ends it from your side.

A ticket page with the conversation, the message box and the Send and Close ticket controls outlined.
Fig. 3Full size

  1. Conversation

    Newest at the bottom. A Resolved ticket ends with the team's note.

  2. Message box and Send

    Only a Pending ticket accepts replies. A closed one says "Open a new ticket to continue."

  3. Close ticket

    Asks you to confirm.

Legal · Grievance Redressal

The grievance route

If a ticket does not resolve the matter, write to [email protected], and to escalate, to the Grievance Officer at [email protected] or on +91 98251 19948, Monday to Friday, 10:00 to 18:00 IST, excluding public holidays. Include your seller ID, the order or settlement reference, a description and any documents.

A grievance is acknowledged within 48 hours and ordinarily resolved within one month. For a settlement or payment dispute, raise a ticket with the settlement reference first; Meradh reviews it and shares the breakdown.

Keep these

Rules and common mistakes

One issue per ticket, with its reference in the subject.
Tickets are read by reference. Three open tickets is the limit, so keep each one to one matter.
Attach the screenshot of the error, not a photo of the screen.
The exact text of a message is what the team searches for.
Do not reopen a closed ticket by email; open a new one.
A closed thread no longer accepts replies, and a new ticket is routed at once.

In short

Questions sellers ask

Will I be emailed when the team replies?
Check the ticket in the panel; the thread is the record. The Opened and Last update timestamps show when something changed.
What can only be done through a ticket?
Changing the login mobile number or email, taking a product down entirely, disputing a settlement, and anything the panel refuses with a message you do not understand.

Related guides

Open Support in your panel