In today's competitive era and constantly evolving business, we at Paul-Pay take pride in keeping our customers at the centre of all our strategies and initiatives, and are committed to deliver best in class customer services to all our existing and new customers at all times.
As a service organization we promote "Excellence in Delivery" and hence feedback from our valued customers forms an integral part of all decisions taken by the organization. The feedback provided by our customers is treated as an asset to the organization, evaluated and customized to improve our products and services.
This policy document aims at communicating the various mechanisms available for our customers to reach out to us, our service guarantee and timelines by which we will try and ensure resolution to our customer concerns.
All customers have the right to share their feedback or complaint in case they find our services are not meeting their expectations or are dissatisfied with any interaction with any of our staff members.Our customers can inquire, insist, or complain through many mediums such as:
Phone - Customer Engagement Center: Our customers can call us at Help Line: 18001371333, seven days a week (excluding national holidays) from 10:00 am to 6:00 pmEmail - Customers can e-mail us at care@Paulpay.com.
If the complaint is not resolved within the given timelines or the response is unsatisfactory the customer can choose to escalate the concern to our level 2 escalation officer, with relevant details such as Complaint Reference Number provided at the time of raising the initial complaint. The escalation methodology is mentioned in this policy under the Escalation Section.
Note- escalations without a complaint reference number will not be treated as complaints
Customer Resolution Timelines
|Sr. No||Complaint Type||Estimated Timelines (SLA)|
|1||Money Transfer - Load or Send Money||7 Working Days for reversal or credits (third party transaction timelines followed by leading banks)|
|2||Successful transaction but beneficiary account not credited||7 Working Days for reversal or credits (third party transaction timelines followed by leading banks)|
|3||7 Working Days for reversal or credits (third party transaction timelines followed by leading banks)||3 Working Days|
|4||Travel & Ticketing Related Concerns||3 Working Days for booking related concerns 7 Days for refunds as some airlines and third party portals may have a higher turn around time|
|5||Bill payment Related Issues||3 Working Days|
|6||3 Working Days for booking related concerns 7 Days for refunds as some airlines and third party portals may have a higher turn around time||3 Working Days|
|7||Wallet related issues||2-5 Working Days|
As "Customer Delight" our priority, we are committed to provide Best Payment Solution Experience to all our customers. We extend a level 2 escalation matrix to all our customers.Escalation: Level 2
In case the customer is not satisfied with the
Write to us: Customer Service Department, Paul-Pay Merchants SCO 829-830, Sector 22 A, Chandigarh - 160022
Escalation: Level 3In case the customer is still not satisfied with the resolution provided or delay in response beyond the timelines communicated even after following the escalation steps at Levels 1 & 2 respectively, the customer can escalate the concern to the highest level by:
Write to us - Office Address: SCO 829-830, Sector 22 A, Chandigarh-160022
Regd. Office: DSM 335,336,337 3rd Floor DLF Tower, 15, Shivaji Marg,
Najafgarh Road, New Delhi-110015
1. Email ID: firstname.lastname@example.org
On receiving the escalation the complaint will get acknowledged within twenty four (24) working hours post acknowledgement, up to a maximum of seven (7) working days in special cases pertaining to third party transactions. Please remember that all complaint will be considered at this level only if the complaint number given in level 1 of the complaint is written in the complaint.