Ather grid · Merchandise

Ather grid Merchandise: customer care and complaint escalation

Ather grid customer care

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Ather grid Merchandise: troubleshooting and FAQs

Troubleshooting tips and frequently asked questions for Ather grid Merchandise.

Troubleshooting tips

  • If your Ather merchandise order hasn't arrived within the estimated delivery time, first check the tracking link in your confirmation email. If the tracking shows no movement for 5+ business days, contact Ather support at customercare@atherenergy.com or +91-7676600900 with your order ID.
  • For damaged or defective merchandise, take clear photos of the item and packaging before contacting support. Ather will typically offer a replacement or refund within 7-10 business days after verification.
  • If you received the wrong size or color, initiate a return within 30 days of delivery. Ensure the item is unused and in original packaging. Ather will arrange a reverse pickup and process the exchange once the return is received.

Frequently asked questions

How long does Ather merchandise delivery take in India?

Standard delivery typically takes 5-7 business days within India. If you haven't received your order within 7 business days, please contact Ather support at customercare@atherenergy.com or +91-7676600900 for assistance.

What is the return policy for Ather merchandise?

Ather offers a 30-day return policy on unused merchandise in original packaging. To initiate a return, contact support at customercare@atherenergy.com. Refunds are processed within 7-10 business days after the returned item is received.

How do I escalate a merchandise issue if not resolved?

If your issue is not resolved within 3 business days, escalate by replying to the support email with 'ESCALATION' in the subject line, or call +91-7676600900 and ask for a senior support manager. Ather aims to resolve escalated issues within 48 hours.

How to escalate a complaint with Ather grid

If the first response isn’t good enough, here’s the path to a resolution.

Ather Grid is Ather Energy's fast-charging network for its electric scooters. For issues related to charging sessions, app billing, or grid station access, start with Ather's customer care, then escalate to the grievance officer, and finally to the National Consumer Helpline if unresolved.

  1. Contact Ather Customer Care

    Reach out to Ather Energy's primary customer support for issues with the Ather Grid network, charging, or app.

    Customer Care Phone
    7676600900 Available 10am–7pm (per Ather Shop contact page).
    Customer Care Email
    customercare@atherenergy.com Primary support email for Ather Energy.
    Merchandise/Accessories Support Email
    merchsupport@atherenergy.com For issues with Ather accessories or merchandise orders.
    General Contact Page
    https://www.atherenergy.com/contact City-wise contact options and support form.
    • Keep your Ather Grid app user ID, charging session details, and any error messages ready.
    • If you don't get a resolution, note the ticket/incident number and the name of the support agent.

  2. Escalate to Grievance/Nodal Officer

    If customer care does not resolve the issue, escalate to Ather's grievance officer as per their terms.

    Grievance Officer Email
    grievance.officer@atherenergy.com Mentioned in Ather Grid Terms and Conditions; available 10AM–5PM.
    Grievance Officer (Privacy) Email
    privacy@atherenergy.com For privacy-related grievances, addressed to Mr. Arup Mandal.
    Secretary & Compliance Officer
    +91 80 6646 5750 Puja Aggarwal, for investor relations or compliance escalations.
    • Clearly state that you are escalating an unresolved complaint and include all prior communication references.
    • If your issue involves data privacy, use the privacy grievance email.
    We can draft this escalation for you →

  3. External Consumer Redressal

    If Ather fails to resolve your complaint, approach India's consumer protection mechanisms.

    National Consumer Helpline
    1915 Toll-free helpline for consumer complaints.
    NCH Website
    https://consumerhelpline.gov.in File a complaint online.
    • Before approaching the Consumer Commission, send a formal notice to Ather and keep proof of delivery.
    • You can file a complaint with the District/State/National Consumer Disputes Redressal Commission depending on the claim value.
    • For issues involving charging infrastructure or EV policy, you may also contact the Ministry of Heavy Industries or relevant state EV cell.

Tips for a stronger escalation

  • Document every interaction: save emails, chat transcripts, call logs, and note dates and names of representatives.
  • Be clear and concise about the problem, desired resolution, and timeline.
  • Escalate in writing (email) rather than phone calls to maintain a paper trail.
  • If a complaint is not resolved within 30 days, escalate to the next level.
  • Use the National Consumer Helpline (1915) for guidance and to file a formal complaint.
  • Check Ather's official terms and privacy policy for the latest grievance officer details.

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