We, at DirecPay value all our customers and assure a sincere and transparent approach with all our customers. For the convenience of our customers and to offer optimum support, we have set up a grievance redressal and dispute management policies. This Polices aims at minimizing instances of customer complaints and grievances through proper channelized approach, review mechanism and prompt redressal of all customers. DirecPay has prominently displayed the contact points for the redressal of customer grievances and complaints. A dedicated service team shall receive the complaint and it shall be acknowledged and addressed within specified TAT. Where the issue cannot be addressed for want of information for other agencies including the merchant then in that case the holding response shall be provided. Where the complaints are not addressed in the stipulated timelines, the same shall get escalated to the appointed escalation ids where the same shall receive the attention of senior management. All complaints received will be resolved within 10 working days. In case any complaint takes more than the specified resolution time, the customer will be intimated accordingly and kept updated on the progress / status of the complaint on a periodic basis till such time that the complaint is not resolved.
Manner of Registering Complaints -
You can email your grievance at – info@direcpay.com
| Level | Teams | Contact | TAT |
| 1 | Customer Service | info@direcpay.com | 4 Working days |
| 2 | Risk & Fraud | risk@direcpay.com | 4 Working days |
| 3 | Compliance | compliance@direcpay.com | 2 Working days |
Disclaimer: The TAT may be higher if we have dependency on external teams like banks or other institute.
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