Customer Support Policy

• 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 XXXXXXXXXX — Text for quick support

📦 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

• 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

• 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.

• 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

• 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

• 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

• 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