Raising a formal grievance
If something has not been resolved through normal support, you can raise a formal grievance.
Who to contact
Vinitha Varghese, Grievance Officer, at grievances@cakesify.com.
What happens
Your grievance is acknowledged within 48 hours. We aim to resolve it within one month, subject to any coordination needed with a third party such as a delivery partner or a payment provider.
What to include
- What happened, in order, with dates
- The Order IDs involved
- What you have already tried through support, and what you were told
- What outcome you are asking for
- Any evidence: photos, screenshots, messages
Before you escalate
Most things resolve faster through support@cakesify.com, because that is where the order records and the operational people are. Escalate when support has not resolved it, not instead of trying.
This is a real route, not a formality
It exists because sometimes the normal process gets something wrong, or stalls. Using it is not held against you.
Read next
How do I contact Cakesify? When something goes wrong A customer has complained. What happens? When something goes wrong When do refunds apply? Payments and payoutsWrite to us with your Order ID and what went wrong. We reply within 1 to 2 working days. If it is a food safety matter, call your customer first and do not wait for us.
Email supportLast checked October 2026, against Seller Handbook V7. Fees, refunds and recalls are governed by the Seller Agreement.