Different from a complaint about a store, and it has its own answer.
Start with a request, in the right category
Every complaint begins the same way — in Help, under whichever of these fits:
Payouts & fees—Payouts, bank details, fees, invoicesOrders & payments—Paying, charges, refunds, cancellingTechnical problem / bug—Something isn’t workingFeedback & ideas— for a thing you think is badly designed rather than brokenSomething else—Anything we haven’t listed
Choosing the right one matters more than how strongly you word it: it decides who reads it and how fast.
What to put in it
What happened, when, and what you expected instead. With an order number or a payout reference if there is one.
One message, not five. A complaint split across three requests gets three partial answers and no owner.
What you want done. "This should not have been deducted" is actionable. "This is unacceptable" is not, however true.
Watch the state, not the clock
A request shows where it is: Received, In progress, Waiting on you, On hold, then Resolved or Closed.
Waiting on you is the one that strands complaints. It means nothing moves until you reply.
If the answer is wrong
Say so on the same request and ask for it to be looked at again, naming what was missed. Starting a new one resets the clock and nothing else.
There is a full escalation route beyond that, in order. If you are not happy with our answer
The routes that are not ours
Worth knowing, because a complaints process run by the company you are complaining about is not the only one you have:
For anything about your personal data, you can complain to the Data Protection Board of India. The privacy policy names it, and that route does not depend on Metzee agreeing.
For consumer redress generally, India’s consumer forums exist and do not require our consent either. Our process is the quickest route, not the last one, and we would rather say that than imply otherwise.
One thing to know before you escalate a money claim
Metzee is an intermediary rather than the seller of the items listed on it, and the terms limit its liability for any claim to the fees it earned from the order concerned.
That is not a reason to skip the complaint — a wrongly held payout or a mistaken deduction gets fixed because it was wrong, not because of a liability calculation. But it is the published position, and knowing it beforehand is better than meeting it in a reply.
If the complaint is about a seller instead
That is the other route, and it is a different one. How to raise an issue
More: if you are not happy with our answer, can I appeal a decision, is Metzee safe to buy from.