Grievance Redressal Policy

Grievance redressal within the payment aggregation sector demands careful attention, particularly due to the diverse nature of merchant profiles, product categories, and communication preferences. When handled effectively, complaint resolution not only fosters trust and customer loyalty but also contributes positively to Genixpay’s brand through organic promotion and goodwill.

This policy outlines the framework for managing and resolving customer and merchant grievances in a fair, consistent, and timely manner. Its goal is to reduce the frequency of complaints through high service standards and to ensure transparent and responsive redressal when concerns are raised.

This policy applies to all employees of Genixpay Services Private Limited, whether permanent, contractual, or part of third-party vendor support teams. It also governs interactions with contractors, consultants, suppliers, and any other personnel responsible for service delivery or customer support.

Genixpay follows a structured three-tiered grievance resolution process, supported by clearly defined roles for the customer support, operations, technical, and compliance teams. Merchants and customers may escalate unresolved complaints progressively across three support levels.

5.1 Level 1 – Customer Support Team

All grievances are first registered at Level 1. Upon receiving a complaint, Genixpay provides an acknowledgment within 24 hours and assigns a ticket number to the merchant. The standard resolution timeframe is two business days. Support teams may seek additional details such as transaction ID, amount, and issue description. If the user is satisfied with the resolution, the complaint is closed and a confirmation is sent.

5.2 Level 2 – Escalation Review

If the user remains dissatisfied with the Level 1 outcome, the complaint may be escalated to Level 2. This level offers another opportunity to revisit the issue. The standard turnaround time for Level 2 review is two business days. If resolved satisfactorily, the complaint is closed. If not, it is further escalated.

5.3 Level 3 – Nodal Officer Intervention

Unresolved complaints or those requiring regulatory oversight are referred to Genixpay’s Nodal Officer for final review. The Nodal Officer shall respond and aim to close the matter within three business days.

In accordance with applicable regulatory guidelines, Genixpay has appointed a Nodal Officer:

Email: info@genixpay.com
Phone: +91-120-4352992

This policy is subject to periodic review to ensure its relevance and effectiveness in addressing customer concerns in a dynamic business environment.