Customer Grievance & Complaint Handling

Shoppers and sellers who have a complaint about an order, a product, a seller, a payment, a refund, their data or the platform itself.

• Step 1 - Contact support. Write to support@pheriko.com or use Contact us, with your order number (PH-…), what went wrong and any photos or screenshots.
• Step 2 - Acknowledgement. We acknowledge your complaint within 48 hours and give you a reference.
• Step 3 - Resolution. We look into it with the seller where needed and aim to resolve it within one month. Most order problems are resolved much sooner.
• Step 4 - Escalate. If you are not satisfied with the response, write to our Grievance Officer below, quoting the reference.

• your name, and the email or phone on your account;
• the order number and the item concerned;
• what happened, when, and what outcome you want;
• photos, videos or screenshots that support it (for damaged or wrong items, send within 48 hours of delivery).

Sellers can raise payout, commission, RTO, listing or suspension complaints the same way, from the Support section of the dashboard or by email. Please mention your store name and the order or payout involved. See the Seller Payout, Commission & RTO Policy.

You can also contact the National Consumer Helpline (1915, or the National Consumer Helpline website), or approach the consumer forum with jurisdiction over you. This does not replace reaching out to us first, and we will try to put things right.