Payments/Refund related queries

- How can I make payments at eSM?
eSM accepts multiple modes of payment. You can make online payments using our Wallet feature or Cash on delivery (COD) is also available for orders less than Rs. 5000.

- When will I get my Wallet Credit?
If your transaction is eligible for a Wallet Credit, you will receive it within 6 to 12 hours of delivery, in your eSM Wallet.

- What is eSM Cash?
For amounts lower than Rs. 500, the refund will reflect as eSM Wallet Credit within 24 hours, once the order is delivered. For amounts higher than Rs. 500, the refund will be credited back to your original mode of payment.

- How long do you take to initiate my refund?
eSM cash is a cashless method of transacting on the eSM Platform. Your eSM Wallet is automatically activated upon registration. Any refund, for amount less than Rs. 500, will be credited in the form of eSM Cash which will be visible on the eSM mobile app. This can be used at any point of time for future transactions on eSM app and web. If you would like to transfer your eSM Cash, do let us know via the helpline and we will be happy to help you.

- Can I top up my eSM Cash?
Currently we use eSM Cash for refunds only. However, very soon you should be able to add money as eSM Cash as well.

- What is the validity of eSM Cash?
eSM Wallet Credit will expire after a minimum duration of 60 days from last order unless specified or added through a separate campaign, which can be subject to a shorter expiry time.

- How can I review my receipt?
We handover the receipt from the merchant to you at the time of delivery. Also, you can look at your transaction history in the "My Orders" tab.

Cancellation & Returns

- How can I cancel my order?
eSM provides easy and hassle-free cancellation. You can cancel your order via the app or web before it is dispatched to your home within 5 minutes. This option is available under the "My Orders" tab in "View Details"

- What If I want to return something?
If you are dissatisfied with the products delivered, please register a complaint via the app within 24 hours for perishable items. Our customer support team will get in touch with you to resolve this issue. You can also return the products which you are dissatisfied with, at the time of delivery and we will get the refund initiated for you.

- Can I reschedule my order?
Yes, you can do this by clicking in "My Orders" section. You can also reschedule your order as per your convenience basis the slots available, provided the order is not already en route.

- What if I have any complaint regarding my order?
You can use the "Contact Us" section on the app/web. Our customer care executives are always happy to help.

- Placing an order, How can I be sure the fruits and vegetables I order are of good quality?
Our fruits and vegetables vendors have a quality check process in place to ensure quality of the items delivered, is up to the mark. Do let us know within 24 Hours if you¡¯re not happy with the quality of product received.

- Can I schedule an order to my convenience?
Sure. At the checkout page, you can select a delivery slot of your choice.

- How will I know if any item in my order is unavailable?
You will receive an SMS notification informing you about the unavailable items in this situation. Refund (if any) will also be initiated within 24 hours.

Delivery related queries

- Do you charge for delivery?
Every order above Rs. 250/- have delivery charges waived off. The minimum charges and the delivery charges are mentioned on the app and web at the checkout page.

- What are your delivery times?
Our deliveries begin from 9AM and the last delivery is completed by 6PM.

- Can I change the delivery address of my order?
At this time, we do not offer this option. You can, however, cancel your order and reorder from a different locality.

- What if I don't receive my order by the scheduled time?
On rare occasions, due to unforeseen circumstances, your order might be delayed. In case of imminent delay, our customer support executive will keep you updated about the delivery time of your order.

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