What should I do in the dispute process?
We understand that being in a dispute can be stressful. We know that you want a fair service according to your expectations of the purchase. That’s why PepKart offers a free dispute service to help Shops/Merchants/Sellers and their customers/ Users. This process helps you negotiate more effectively so you can come to your own resolution.
Treating others with respect is absolutely essential on PepKart. Inappropriate actions or behaviour during the dispute process isn’t tolerated. This includes:
- Breaching any Community Guidelines.
- Acting in a threatening or abusive way to PepKart Staff or another member.
- Uncooperative behaviour during the dispute process.
If you choose to act in this way, regardless of the origin of the dispute, the dispute process won’t continue. The purchase payment will go to the other person – if you’re a Shop/Merchant/Seller, this means you won’t be paid; if you’re a Customer/ User, this means you won’t get to negotiate partial payment.
We do this because common decency and productive behaviour are the foundations on which PepKart was built. We’ve found that the best results come from mutual respect. So let’s work together to make sure that your outcome is fair, equal and benefits everybody.
PepKart Merit Points
PepKart Merit Point is to instantly recognise and reward our users who demonstrate the community’s desired behaviours and for completing their services.
Instant Recognition
- Users are instantly recognized and motivated through their cumulative points presented with a valid email & contacted provided.
Users’ Behaviour
- Users will have a clearer idea of the desired behaviours and undesired behaviours through the points allocated or deducted.
This will help promote trust within the community and build a reputation among the other members of the community by verifying your account with the required information and action.
How it Works
When Join Peptle Platform
50 Points
Verify Account
Email 10 Points
Mobile No. 10 Points
Add Profile Details (Optional as bonus)
Bio 5 Points
Profile Picture 5 Points
List shop/products 10 Points
Accept first order/booking 10 Points
Deliver first order/booking 10 Points
*Maximum points accumulated can only be up to 100 points*
Not deliver the product once received the order – 5 Points
Merchant/Seller did not respond
Customer realized that order was not done or deliver up to standard
Merchant/Seller unable to deliver products
Merchant/Seller stopped responding to messages after order/booking has been placed to Merchant/Seller
Merchant/Seller is unable to carry out the delivery/order
Posted illegal products or display bad behaviour in platform
No response on the placed order
Cancel order/booking once placed – 5 Points
Customer no longer requires products to be delivered after order is placed to Merchant/Seller
Customer/User stopped responding to Merchant’s/Seller’s messages after order has been placed
Merchant/Seller realized that their required order/booking delivery is entirely different from the placed ordered products
Ordered/Booked illegal products or display bad behaviour in platform
Merchant/Seller is unable to carry out the delivery/order
No response on the placed order
Abandon Karts
Points for these cancellations will solely be dependable on the admin’s decision and will be deducted accordingly to the severity of each situation.
If your points fall below 70, your account will be suspended
You can still continue to browse through the products and shops on the platform even if your account isn’t verified. However, we strongly encourage you to do so as verifying your profile can further help you to build trust with other buyers and sellers.
Verify Account Email 10 Points Mobile No. 10 Points
Add Profile Details (Optional as bonus) Bio 5 Points Profile Picture 5 Points
In order to maintain a safe environment for users on PepKart, we may suspend accounts with merit points under 70.
File an appeal and we might be able to unsuspend your account. First, log in to the account that is suspended. Then, go to [Me] tab and click on unsuspend account. When you lodge an appeal request, be sure that you select the appropriate reason for further action.
Customer Safety
It’s important to remember that getting order done with PepKart means you are transacting with another member on the platform.
If you ever feel uncomfortable with another member at any time, you should let us know. Your concerns will be taken seriously and handled with confidentiality. If at any time you feel in danger, call your local emergency line.
It’s important not to disclose any personal information on your order. For your safety and security, don’t post things like your full name, address, email, social media accounts or phone number in the order description or in any comments.
You can have private conversations via the PepKart private messaging feature for further discussion.
Try to be as specific as possible when you communicate with Merchant/Seller about the order. This helps Merchants/Seller understand what needs to be deliver so they can make an appropriate offer. We also highly recommend looking through the Merchants/Sellers profiles who have made offers on your order/booking. Check out their reviews, rates, and any verification they might have to show their existence and service quality and standards as a verified Merchant/Seller of the platform.
If you are ever in a situation where you are not satisfied with the product, try to work with the Merchant/Seller to sort it out first. If you can’t come to a resolution, you can always contact us for support and advice.
Payment has been released and the delivery/purchase is done! Time to leave a review on your experience of the shop’s service. It’s important for other members of the community to see your genuine feedback so they can also choose the best shop suited for their needs.
Merchant/Seller Safety
It’s important to remember that using PepKart to work on product delivery or sales means you are transacting with another member on the platform. In addition, we recommend members should always keep the Community Guidelines in mind while interacting on the platform.
You can have private conversations via the PepKart private messaging feature for further discussion.
Try to be as specific as possible when you communicate with Customers/Users about the order/booking. This helps Customers/Users to understand the skills you have to offer and narrow down the scope of what needs to be done.
We highly recommend looking through the profiles of Customers/Users to check out their reviews, completion rate and any verification they might have to show their legitimacy and reliability as a user of the platform.
Tips for Buying Safely on PepKart
Here are some best practices to help ensure safe purchases on PepKart or on an PepKart-powered website.
Overall, use your best judgment. If something seems shady or too good to be true, it’s best not to risk it.
Credit card safety
- Never give your full credit card number, tax identification number, or password in an email, PepKart Message, or over the phone.
- If you are making a transaction in person, do not speak your credit card information aloud. Be sure to sign for the transaction and request a receipt.
- Check your credit card statement regularly to track your spending and card activity.
- Keep track of your credit card: who is authorized to use it, and who has access to it.
Internet/Computer safety
- Change your passwords on a regular basis. The more complex a password is, the better you’re protected.
- If you share your computer or device, sign out of any website accounts before letting others use it.
On PepKart
- Check a seller’s reviews and shop policies before purchase, and send a PepKart Message to a seller before buying if you have questions or concerns.
- If you see an unrecognized charge from the sellers in PepKart on your bank or credit card statement, review these considerations. If you are still unable to confirm the charge, contact our specialists, and they will help you investigate it.
- Keep your transaction on PepKart. We can’t verify or assist with payments made outside of PepKart Payments or PayPal.
- If you receive a suspicious email claiming to be from PepKart, forward it to us at spoof@pepkart.com
- If you supply materials for a custom order from a shop, you do so at your own risk.
- In some circumstances, PepKart may use a third-party encryption service, SendSafely, to securely request additional information to confirm a transaction, such as a copy of government-issued photo ID.
You may also want to review our Introduction to Buying on PepKart.
India Consumer Protection (E-Commerce) Rules, 2020
The Consumer Protection (E-Commerce) Rules, 2020 (the “Rules”) are intended to prevent unfair trade practices in e-commerce for consumers in India. These rules apply to e-commerce entities that offer goods or services to consumers in India, including marketplaces like PepKart.
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PepKart is a global marketplace for unique and creative goods. PepKart is made up of individual third-party sellers who run their own shops, create their own policies, and are responsible for their inventory, shipments, and complying with the law. We provide a venue, but PepKart does not manufacture goods, hold physical inventory, or ship items on behalf of our third-party sellers. The content uploaded on Pepkart's marketplace is generated by independent sellers, who are not employees, agents, or representatives of PepKart.
Buyers located in India are welcome to use our existing channels to contact us about any concerns they have through PepKart’s Help Center, which will allow PepKart to most efficiently address any issues.
India buyers may also use the Contact support button at the bottom of this page to reach out to PepKart’s appointed Grievance Officer for India consumer outreach. Buyers based in India (along with any other members who live outside of India) contract with Peptle, a parent/mother company of PepKart when using PepKart platform. The contact information for Peptle can be found on PepKart contact section.
India consumers with questions about a seller’s listing content or shop practices may feel free to directly contact the seller through Etsy Messages. Consumers in India may also choose to contact the India National Consumer Helpline.
PepKart complies with the Rules through its existing policies and procedures, as summarized below:
- Sellers on Pepkart must accurately represent their items in listings and listing photos, respect the intellectual property of others, and may not coordinate pricing with other sellers.
- By listing a product for sale on PepKart, sellers agree that they are responsible for complying with all applicable laws and regulations, including requirements regarding labeling, disclosures, and fair pricing.
- PepKart’s Anti-Discrimination and Hate Speech Policy prohibits the use of our Services to engage in discrimination.
- Sellers may not engage in shilling (falsely inflating their review scores), or otherwise undermine the integrity of PepKart’s reviews system.
- If a seller is unable to complete an order, they must notify the buyer and cancel the order.
- Buyers can request that a seller provide a return or exchange or can choose to open a case against a seller.
- Sellers must disclose their geolocation, such as the location of their shop or the country they ship from.
To contact the Grievance Officer’s team for additional help, click Contact support below.
Covid-19 Safety on PepKart
The Ministry of Health (MOH) has issued an advisory on “Circuit Breaker to Minimize Further Spread of COVID-19“, which outlined enhanced safe distancing measures to reduce the risk of further local transmission of COVID-19. The advisory includes measures to suspend all activities, with only essential services and related supply chains exempted.
We wanted to address these concerns and any potential questions you may have:
- The government restrictions are designed to limit large gatherings and make sure that social distancing is being observed.
- The restrictions do not apply to your home delivery. The government has been very clear about what type of businesses were required to deliver services around the house is not currently an activity that is restricted or impacted.
Essential services and their related supply chains are exempted from the suspension.
According to government regulations, essential services include the following:
- Movers & delivery
- Aircon repairs
- Home repairs (only for emergency household services)
- Repair of consumer electronics, IT peripherals, and household appliances
- F&B outlets excluding standalone outlets selling mainly beverages, packaged snacks, confectioneries or desserts
- Food caterers
Services that are not available during circuit breaker include:
- Aircon servicing
- Home renovation & interior design
- Home cleaning
- Tuition services (except online)
- Hairdressing & barber services & Beauty services (e.g. pedicure, eyebrow embroidery, eyelash extension)
A list of essential services can be found here. We advise community members to check and comply with the Government’s circuit breaker regulations and take precautionary measures should you require essential services.
Let’s all play our part to keep our community safe. Together, we can fight the spread of COVID-19. Stay safe, stay inside
As a priority, you should make sure you stick to the social distancing guidelines of at least 1 meter between yourself and others. See here for additional guidance.
Absolutely, please specify that you expect contact free delivery when placing an order on PepKart. A full guide on how to practice contact-free delivery on PepKart can be found below:
Contact-Free Delivery
- Let customer/user know you are doing contactless delivery via the messaging function in our app. Your customer/user may also request this.
- For purchase related, you can send the customer the receipt with the total amount of the purchase to get approval from them.
- You can message your order when you are nearby. It is recommended to place the goods outside their front door.
- Place the delivery by their front door or where you have agreed to drop the goods off and wait nearby (at least 1 meter away) until Customer/User has come out to collect it.
- Do not shake hands or touch one another and remember to wash your hands.
As a customer or seller/ merchant, if you feel unwell or are experiencing Covid-19 symptoms, please cancel your order/delivery and stay at home.
Steps to cancel your order:
- Select the order you want to cancel from Basket List.
- Click on the order deleting button’.
- A confirmation pop-up will appear. Select “OK” button.
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General tips and advice
At PepKart, we are doing our utmost to help local merchants/ shops and clients in the midst of the Covid-19 outbreak. Here are some general tips to follow:
- Practice and maintain good personal hygiene
- Avoid crowded places and minimize contact with people
- Stay at home if you’re feeling unwell to prevent the spread of germs to others.
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Contact-free delivery for Delivery related jobs
Due to the COVID-19 outbreak, we have seen a surge in the number of delivery related orders. We recognize that one of the concerns is that you would come close into contact with others. That is why we have provided some measures on how you can carry out contact-free delivery.
- Let customers know you are doing contactless delivery via the messaging function in our app. Your customer may also request this.
- For purchase related, you can send the customer the receipt with the total amount of the purchase to get approval from them.
- You can message your customer when you are nearby. It is recommended to place the goods outside their front door.
- Place the delivery by their front door or where you have agreed to drop the goods off and wait nearby (at least 2 meters away) until Customer has come out to collect it.
- Do not shake hands or touch one another and remember to wash your hands.
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Keep yourself updated on the latest Government guidelines.
PepKart is focused on providing a safe platform to support the entire community. We have provided you with a list of options you may use to get reliable information below.
Information from the Government and Police Information about Covid-19 is changing rapidly.
Always check about the latest Covid-19 information as well as public health advice from the Government before you decide to order or deliver products/goods.
If you’re in doubt, we advise our community to not put yourselves under unnecessary risk and follow the advice from your Government, WHO & local police.
PepKart support
If you have any questions or concerns, do contact the relevant authority, contact help@pepkart.com to chat with our help team or message us via Whatsapp (+91 72933 33386).