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Legal document
Customer Support Policy
Executive summary
We are committed to providing exceptional support to ensure your experience with Magicine Pharma is seamless and satisfactory.
Language
Our Commitment to You
At Magicine Pharma, we believe that exceptional customer support is the foundation of trust in healthcare. We are committed to providing you with timely, accurate, and compassionate assistance for all your queries, concerns, and feedback. Our support team is trained to handle pharmaceutical inquiries with the utmost care and professionalism.
Whether you need help with placing an order, tracking a shipment, understanding your medication, or resolving an issue, we are here for you every step of the way.
Support Channels
You can reach our customer support team through multiple channels:
- Email Support: support@magicinepharma.com — Response within 24 hours
- Phone Support: +91 11 4160 3130 — 9 AM - 6 PM IST, Mon-Sat
- Live Chat: Available on Website — Instant response during hours
- WhatsApp: +91 99990 53697 — Text for quick support
Support Hours
| Support Channel | Availability | Response Time |
|---|---|---|
| Phone Support | Mon-Sat, 9:00 AM - 6:00 PM IST | Immediate |
| Live Chat | Mon-Sat, 9:00 AM - 8:00 PM IST | < 2 minutes |
| Email Support | 24/7 (Responses during business hours) | Within 24 hours |
| Mon-Sat, 10:00 AM - 5:00 PM IST | Within 2-4 hours |
Note: Our support team observes all major national holidays. Queries received on Sundays or holidays will be addressed on the next business day.
Types of Support We Provide
📦 Order Support
- Placing new orders
- Order status and tracking
- Order modifications and cancellations
- Prescription upload assistance
- Payment issues
🚚 Shipping Support
- Delivery status inquiries
- Address change requests
- Shipping delays and issues
- International shipping questions
- Customs clearance assistance
💊 Product Support
- Product information and availability
- Generic alternatives information
- Manufacturer details
- Storage and handling instructions
- Expiry date inquiries
🔄 Returns & Refunds
- Return initiation and tracking
- Refund status and processing
- Damaged product claims
- Incorrect product resolution
- Replacement requests
👤 Account Support
- Account creation and login issues
- Password reset assistance
- Profile updates
- Order history access
- Saved prescriptions management
📋 Prescription Support
- Prescription upload guidance
- Refill requests
- Prescription verification status
- Digital prescription acceptance
- International prescription requirements
Escalation Matrix
If your issue is not resolved to your satisfaction, you may escalate it to higher levels of support:
- Level 1: Customer Support Executive Initial point of contact for all queries. Response within 24 hours or immediately via phone/chat. Contact: support@magicinepharma.com | +91 11 4160 3130
- Level 2: Senior Support Specialist For complex issues or if L1 cannot resolve within 48 hours. Handles order escalations and refund disputes. Contact: escalations@magicinepharma.com | Response within 24 hours
- Level 3: Customer Support Manager For unresolved complaints, serious issues, or compensation requests. Final escalation before management. Contact: manager@magicinepharma.com | Response within 48 hours
- Level 4: Grievance Officer For legal complaints and serious grievances. As per the Consumer Protection Act, 2019. Contact: grievance@magicinepharma.com | Response within 7 days
Response Time Guarantees
We are committed to providing timely responses to all customer inquiries:
| Inquiry Type | First Response | Resolution Target |
|---|---|---|
| General Questions | Within 12 hours | 1-2 business days |
| Order Status | Within 6 hours | Within 24 hours |
| Prescription Issues | Within 24 hours | 1-2 business days |
| Returns & Refunds | Within 24 hours | 3-5 business days |
| Complaints | Within 48 hours | 5-7 business days |
Frequently Asked Questions
- Q: How do I upload my prescription? A: You can upload your prescription during checkout or in your account dashboard. Accepted formats: JPG, PNG, PDF. You can also email it to prescriptions@magicinepharma.com with your order number.
- Q: Can I get a refund if my doctor changes my prescription? A: If your prescription changes after ordering, please contact us immediately. If the order hasn't been shipped, we can cancel and refund. If shipped, you'll need to follow our return policy.
- Q: What information should I have ready when contacting support? A: Please have your order number, full name, registered email/phone number, and a clear description of your issue ready. For product issues, have photos/videos available.
- Q: Do you provide medical advice? A: No, we do not provide medical advice. Please consult your healthcare provider for all medical decisions, including medication changes, side effects, or treatment plans.
- Q: Can I track my support ticket? A: Yes, when you email us, you will receive an automated ticket number. You can reference this number for follow-ups. For phone and chat inquiries, a reference number will be provided.
- Q: What if I'm not satisfied with the resolution? A: You can escalate your issue to the next level as per our escalation matrix. You may also file a complaint with the relevant regulatory authority if needed.
Quality Assurance
We take customer feedback seriously and continuously work to improve our support services:
- All support interactions are recorded and reviewed for quality and training purposes
- Customer satisfaction surveys are sent after ticket resolution
- Monthly support team training on new products, policies, and communication skills
- Weekly review of escalated cases to identify improvement opportunities
- Annual third-party audit of support processes and response times
If you would like to provide feedback about your support experience, please email feedback@magicinepharma.com
Privacy and Confidentiality
When you contact our support team, we may need to access your account information to assist you effectively. We are committed to protecting your privacy:
- Support agents are trained in data privacy and confidentiality protocols
- Medical information shared during support interactions is protected under applicable laws
- Support chats and emails are encrypted and stored securely
- We never share your personal or medical information without your consent
- You may request deletion of your support interaction records after 180 days
For more details, please review our Privacy Policy.
Grievance Officer
In accordance with the Consumer Protection Act, 2019 and applicable e-commerce regulations, the following individual has been designated as the Grievance Officer for customer complaints:
- Mr. [Grievance Officer Name]
- Designation: [Designation, e.g., Customer Support Manager]
- Email: grievance@magicinepharma.com
- Phone: +91 11 4160 3130
- Address: Magicine Pharma Pvt. Ltd. C-107, 2B 2nd Floor, Naraina Industrial Area Phase 1, New Delhi-110028
The Grievance Officer will acknowledge your complaint within 48 hours and strive to resolve it within 30 days from the date of receipt.
Contact Information
Magicine Pharma - Customer Support
- General Support: support@magicinepharma.com
- Returns & Refunds: returns@magicinepharma.com
- Prescriptions: prescriptions@magicinepharma.com
- Escalations: escalations@magicinepharma.com
- Grievance: grievance@magicinepharma.com
- Phone: +91 11 4160 3130
- Address: Magicine Pharma Pvt. Ltd. C-107, 2B 2nd Floor, Naraina Industrial Area Phase 1, New Delhi-110028
We look forward to serving you and ensuring your experience with Magicine Pharma is nothing short of excellent.
Contact Us
For customer support inquiries, please contact us using the information below:
Magicine Pharma
- support@magicinepharma.com
- Phone
- +91 11 4160 3130
- Address
- Magicine Pharma Pvt. Ltd., C-107, 2B 2nd Floor,, Naraina Industrial Area Phase 1,, New Delhi-110028
Document history
Published — 2024-01-01
By Legal Team
Initial publication