Customer Support Policy

Effective Date: 26/06/2025

This Customer Support Policy defines the service standards, communication protocols, and escalation mechanisms that Yellow Nature (Katyayani Rishi Agro Pvt. Ltd.) follows to ensure prompt, respectful, and resolution-oriented customer service.

1. Objectives

  • Ensure consistent and transparent communication with customers
  • Provide timely and satisfactory resolutions to queries and complaints
  • Foster trust through responsible, empathetic support

2. Support Channels

Customers can reach us via the following official channels:

  • WhatsApp: +91-73939 55584 (Preferred for quick support)
  • Email: support@yellownature.in
  • Phone: Available during business hours, Monday to Friday: 10:00 AM – 6:00 PM IST
  • Social Media: @YellowNature on Instagram & Facebook (DMs accepted but not monitored for complaints)

3. Support Hours

  • Monday to Friday: 10:00 AM – 6:00 PM IST
  • Saturday, Sunday & Public Holidays: Limited or no availability (emergency ticketing available via email)

4. Response Time SLA

ChannelInitial Response TimeResolution Target
WhatsAppWithin 2 hours (working hrs)24–48 hours depending on issue complexity
EmailWithin 24 hours48–72 hours
PhoneImmediate or callback in 30 minsSame day if reported before 4 PM

5. Supported Request Types

  • Order tracking and delivery status
  • Return/refund/replacement initiation
  • Payment issues and status queries
  • Product inquiries and usage guidance
  • Complaints related to packaging, delivery, or product performance

6. Escalation Matrix

If an issue remains unresolved or you’re not satisfied with the resolution:

  • Level 1: Customer Service Agent (initial point of contact)
  • Level 2: Supervisor or Support Lead (within 48 hrs)(via email to escalation1@yellownature.in with subject: “Escalation – Order ID XXXX”)
  • Level 3: Escalation to Management (via email to escalation2@yellownature.in with subject: “Escalation – Order ID XXXX”)

7. Complaint Logging & Ticketing

  • All complaints are logged with a unique ticket or order ID.
  • Status updates will be shared regularly via WhatsApp or email.
  • A complaint is considered resolved only after confirmation from the customer.

8. Customer Conduct

  • We maintain a zero-tolerance policy for abusive, threatening, or discriminatory behavior toward our staff.
  • Yellow Nature reserves the right to block users exhibiting inappropriate conduct from future orders or support access.

9. Feedback and Quality Assurance

  • Feedback is regularly collected via surveys, chat ratings, or follow-up emails.
  • Customer support performance is reviewed weekly for quality assurance.

10. Contact

Yellow Nature (Katyayani Rishi Agro Pvt. Ltd.)
Email: support@yellownature.in
WhatsApp/Phone: +91-73939 55584
Website: https://yellownature.in

We thank you for reaching out and promise to serve you with care, clarity, and commitment.