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Grievance Redressal
We are committed to addressing customer concerns fairly, transparently, and within defined timelines. This page explains how to raise a grievance with Paywize and the escalation process to follow if your concern remains unresolved.
1. Purpose and Scope
At Paywize, we are committed to providing reliable services and responsive customer support.
We have established a structured grievance redressal mechanism to ensure that customer complaints and service-related concerns are acknowledged, reviewed, and addressed through a defined escalation process.
Our customer care team is available 24x7 to assist with service-related queries and support requirements.
This policy explains the different levels of escalation and the applicable Turnaround Time (TAT) for addressing unresolved concerns.
2. Grievance Redressal Process
Level 1: Customer Care Team
For service-related queries, complaints, or support requirements, please contact our Customer Care team first.
- Phone: +91 91099 10995
- Email: care@paywize.in
- Response Time (TAT): Within 24 hours
Our Customer Care team will review your concern and work toward providing an appropriate resolution.
Level 2: Grievance Redressal Officer
If you are not satisfied with the resolution provided by the Customer Care team, or your concern remains unresolved, you may escalate the matter to our Grievance Redressal Officer.
- Designation: Head – Grievance Redressal
- Email: grievances@paywize.in
- Response Time (TAT): Within 3 working days
When escalating your complaint, please include relevant details such as your previous complaint reference, transaction details, and supporting information where applicable. This can help us review and resolve the matter efficiently.
Level 3: Nodal Officer
If the resolution provided at Level 2 is not satisfactory, you may further escalate the matter to our designated Nodal Officer.
- Designation: Nodal Officer
- Phone: +91 91147 11479
- Email: nodalofficer@paywize.in
- Response Time (TAT): Within 5 working days
Please provide details of the previous escalation and the resolution received so that the matter can be reviewed appropriately.
3. Escalation Summary
| Level | Contact | TAT |
|---|---|---|
| Level 1 | Customer Care Team | Within 24 hours |
| Level 2 | Head – Grievance Redressal | Within 3 working days |
| Level 3 | Nodal Officer | Within 5 working days |
4. Regulatory Authorities and Partners
For sensitive, regulatory, legal, or partner-related matters requiring expedited handling, Regulatory Bodies, Law Enforcement Agencies, and Partner Service Providers are requested to contact our Nodal Officer directly.
This helps ensure that such matters are directed to the appropriate team for timely review and resolution.
- Nodal Officer
- Phone: +91 91147 11479
- Email: nodalofficer@paywize.in
5. How to Raise a Grievance
To help us investigate your concern efficiently, please provide, where applicable:
- Your registered business or account details
- Transaction or reference ID
- Date and time of the transaction or incident
- Description of the issue
- Previous complaint or ticket reference
- Relevant screenshots or supporting documents
Providing complete information can help reduce resolution time.
6. We’re Here to Help
If you have a service-related concern, start by contacting our Customer Care Team. If your concern remains unresolved, follow the escalation process outlined above.
- Customer Care: +91 91099 10995
- Email: care@paywize.in
- Grievance Redressal: grievances@paywize.in
- Nodal Officer: nodalofficer@paywize.in