CommerceOS · Support

Fretron CommerceOS Support

Support for Fretron CommerceOS is provided by Fretron Private Limited from Gurugram, India. This page carries every channel we support, when we are staffed, how an issue escalates if it is not resolved, and how to ask us to export or delete your data.

Reach us

Contact Channels

Support email	support@fretron.com
Support phone	+91 9711799111
Hours of operation	Monday to Saturday, 09:30–18:30 IST (UTC+5:30). Closed on Indian public holidays.
Privacy and data requests	privacy@fretron.com
Postal address	Fretron Private Limited, 4th Floor, Plot No. 55, Sector 44, Gurugram, Haryana 122003, India

Outside staffed hours, email and phone are monitored for production-impacting incidents on the accounts of customers with an active support agreement.

If it isn’t resolved

Escalation Path

Every issue enters at Tier 1 and moves up if it is not closed. You can ask for escalation at any point — you do not have to wait for a timer to expire.

Tier 1 — Support desk

How to reach it: support@fretron.com · +91 9711799111

What it covers: Day-to-day questions: connection errors, a channel that stopped syncing, an order stuck in a status, label or invoice generation failures, user access.

Response target: Acknowledged within one business day.

Tier 2 — Account and implementation team

How to reach it: Reply on the same support thread and ask for Tier 2, or call the number above.

What it covers: Anything Tier 1 cannot close: configuration and mapping changes, warehouse or channel onboarding, recurring sync discrepancies, integration behaviour that needs a product change.

Response target: Engaged within two business days of the Tier 1 acknowledgement.

Tier 3 — Engineering and management escalation

How to reach it: Email support@fretron.com with ESCALATION in the subject line.

What it covers: Production-impacting incidents, suspected data loss or exposure, unresolved Tier 2 issues, and any request to stop processing or delete your data.

Response target: Routed to the engineering and management on-call the same business day.

Response targets describe how we staff the desk. Contractual service levels, where they apply, are set in your order form or support agreement and take precedence over this page.

Your data, your call

Data Export and Deletion Requests

A seller who has connected a sales channel to Fretron CommerceOS can ask us at any time to export or delete the data held for that connection, including data retrieved from a marketplace under the authorization the seller granted.

How to raise a request

Email privacy@fretron.com from the email address registered on the CommerceOS account, with DATA DELETION REQUEST or DATA EXPORT REQUEST in the subject line.
Name the account, the seller or merchant IDs, and the sales channels the request covers. If you want only one channel disconnected rather than the whole account, say so.
We verify that the request comes from an authorized user on that account before acting. Where we cannot verify it from the requesting address, we contact the account's registered administrator.

What happens next

We acknowledge the request within two business days.
On a disconnection request we pause the channel account, which stops all further data retrieval from that channel, and our team revokes the stored authorization credential for it.
Deletion requests are executed by our engineering team against the account's stored records. We complete verified requests within 30 days and confirm in writing what was deleted, and what — if anything — a legal or tax obligation requires us to keep and for how long.
You can also revoke Fretron's access from your own marketplace seller account at any time, without contacting us. Doing so stops all further data retrieval immediately; email us afterwards if you also want the data already held to be deleted.
Retention periods are set out in the CommerceOS privacy notice.

Security

Reporting a Security Issue

To report a suspected vulnerability, data exposure, or unauthorized access, email support@fretron.com with SECURITY in the subject line, or call the support number and ask for the security on-call. Security reports skip the tier ladder and go straight to the engineering on-call.

Not a Customer Yet?

Sales and pricing questions go to a different queue. See CommerceOS pricing for what drives a quote, or read the CommerceOS product page for what the platform does today.

Request a CommerceOS quote →