Grievance Redressal
Every complaint gets an acknowledgement, an owner and a deadline. Here is exactly how to escalate.
Level 1 — Support
Customer Support Team
support@zeropay.example
Acknowledged within 48 hours, resolved within 7 working days.
Level 2 — Nodal Officer
Nodal Officer, ZeroPay Gateway
nodal@zeropay.example
If unresolved at Level 1 or you are dissatisfied. Response within 7 working days.
Level 3 — Grievance Officer
Grievance Officer under the Information Technology Act, 2000
grievance@zeropay.example
Acknowledged within 24 hours and disposed of within 15 days of receipt.
What to include
- Your registered email or store domain.
- Order ID and UPI transaction reference, if the complaint concerns a payment.
- Date, amount and a short description of the issue.
- Screenshots of the WhatsApp conversation, where relevant.
Payment complaints
Where money has been debited, the complaint should also be raised with the payment aggregator or the customer's bank, since they hold the funds and the settlement record. ZeroPay will supply transaction references and logs to assist.
Escalation to the regulator
If a complaint against a regulated entity (bank or authorised payment aggregator) remains unresolved for 30 days, or the response is unsatisfactory, it may be escalated under the RBI Integrated Ombudsman Scheme, 2021 through the RBI complaint management portal. Consumer disputes may also be taken to the appropriate forum under the Consumer Protection Act, 2019.
Related pages
See Compliance, Refund & Cancellation and Contact us.