Writing a complaint that gets a result without breaking politeness norms
You ordered a kurta online from a Jaipur seller for 1,800 rupees. It arrived three days late, the size is wrong (you ordered M, received L), and one button is missing. The seller's WhatsApp number answers in Hindi. You want a replacement in size M, and you want them to cover return shipping. Your Hindi teacher warned you that a direct, angry English-style complaint ("This is unacceptable. Refund me immediately.") can come across as rude and may get a defensive response. You have the order number and two photos. You have already messaged once and received only "देख लेंगे।"
1. Draft the opening of your second message. Explain the structural choices that make it firm but culturally appropriate.
Read the worked answer
Draft opening: "नमस्ते जी, मैंने पिछले हफ़्ते ऑर्डर नंबर 4471 से एक कुर्ता मँगवाया था - 1,800 रुपये का। पहली बार मैसेज किया था, आपने कहा था 'देख लेंगे', पर अभी तक कोई जवाब नहीं आया। इसलिए मुझे दोबारा लिखना पड़ रहा है।
दिक्कत यह है कि कुर्ता तीन दिन देर से आया, साइज़ M की जगह L आ गया, और एक बटन भी नहीं है। फ़ोटो भेज रहा/रही हूँ। मुझे कुर्ता पसंद है, इसलिए रिफ़ंड नहीं चाहिए - बस M साइज़ चाहिए, और वापस भेजने का खर्च आप लोग उठा लीजिए। कृपया बता दीजिए कि क्या करना है।"
Structural choices:
- नमस्ते जी and a factual opening rather than an accusation. Facts (order number, amount, dates) do the work that anger would do in English.
- Naming the ignored first message - quoting their own "देख लेंगे" is firm without insult; it documents your patience.
- दिक्कत यह है कि frames the problem as shared, not as their moral failure.
- Stating what you do NOT want (रिफ़ंड नहीं चाहिए) lowers their perceived cost and makes the request easier to grant.
- A specific, limited ask (size M plus return shipping) instead of a general demand.
- कृपया... बता दीजिए closes with a request for instructions, which invites a reply rather than a confrontation.
2. The seller replies: "भाईसाहब, इतनी छोटी बात के लिए इतना बड़ा मैसेज? बटन तो सिलाई वाला लगा देगा।" How should you respond, and what should you not do?
Read the worked answer
What the reply is doing: It minimises the problem (छोटी बात) and offers a partial fix (a tailor will attach a button), while ignoring the size error and the return-shipping cost. It also uses भाईसाहब to frame you as a reasonable insider who should not make a fuss.
What you should do: Accept the frame politely but redirect to the unresolved items. For example: "जी, बटन तो ठीक है, सिलाई वाला लगा देगा - उसके लिए धन्यवाद। पर साइज़ का क्या? M चाहिए था, L आ गया है, और वह मैं पहन नहीं सकता/सकती। और वापसी का खर्च भी देख लीजिए। बाकी सब ठीक है, बस यही दो बातें रह गई हैं।"
This concedes the small point (button), keeps the two substantive points alive, and uses बस यही दो बातें रह गई हैं to signal the conversation is nearly resolved - a face-saving way to press.
What you should not do:
- Do not escalate to insults or threats (पुलिस को बता दूँगा) at this stage; it converts a service problem into a conflict and usually produces defensiveness.
- Do not accept the button fix as settlement of the whole complaint - that would silently drop the size and shipping issues.
- Do not switch to English to sound more authoritative; it changes the relationship and can read as contempt.
- Do not send a long emotional message; brevity signals confidence.