01Scope
This procedure is run by [Company legal name] ("Zonipay", "we", "us"). A complaint is any expression of dissatisfaction with our service or our decisions, from a merchant or a buyer, where a response is expected. Examples:
- Merchants: an application decision, a compliance finding, a payment pause, a payout or reserve, a fee, a dispute outcome, or how our staff treated you.
- Buyers: a refund decision, a charge you do not recognize, how your data was handled, or how our staff treated you.
Complaints about how we handle personal data can also go to privacy@zonipay.com; see our Privacy Policy. Security issues go to security@zonipay.com. Concerns about a store's compliance can go to compliance@zonipay.com, anonymously if you prefer.
02Before you complain
Many issues are solved fastest through the normal route:
- a problem with an order: the store first, then our Refund Policy process;
- a compliance finding you think is wrong: reply to the finding email for a manual review;
- a card dispute: see Chargebacks and disputes.
If the normal route has not worked, or you are unhappy with how it was handled, use this procedure. You do not have to use the normal route first if you prefer to complain directly.
03How to complain
Email support@zonipay.com with "Complaint" in the subject line. You can also call [+1 000 000 0000], Monday to Friday, 9:00 to 18:00 ET, or write to [Registered address]. If you complain by phone, we will confirm the details back to you in writing.
Someone else may complain on your behalf if you confirm in writing that they can.
04What we need
- your name and how to reach you;
- for merchants: your business name and the store concerned;
- for buyers: the order number, the store name and the email used at checkout;
- what happened, with dates;
- what you would like us to do to put it right;
- any documents or screenshots that help.
Do not send full card numbers or passwords.
05Our timelines
| Step | When |
|---|---|
| Acknowledgement, with a reference number and the name of the person handling it | Within 2 business days |
| Final response | Target of 15 business days from receipt |
If a complaint is complex or depends on a third party, such as a card issuer or a carrier, and we cannot give a final response within 15 business days, we will write to explain why, what we are doing, and when you can expect an answer.
06How we handle it
- The complaint is handled by someone who was not involved in the matter complained about, where possible.
- We look at the facts, our records and what you sent, and may ask you or the store for more information.
- Our final response explains what we found, our decision and the reasons, and what we will do. If we got it wrong, we will put it right and say what we are changing.
- Making a complaint will never count against you in how we treat your account or your orders.
07Escalation
If you are not satisfied with our final response, or we have not replied within the timelines above, you can ask for the complaint to be reviewed by a member of our management team. Reply to the final response, or email support@zonipay.com with "Escalation" and your reference number in the subject line. We aim to answer an escalation within 15 business days, and the reviewer's answer is our final position.
08Outside help
This procedure does not affect your legal rights. Buyers keep their right to dispute a charge with their card issuer, and anyone may contact a consumer protection authority or other body that has jurisdiction. Disputes that cannot be settled are governed by [Governing law] and the terms that apply to you (Terms of Service for merchants, Buyer Terms for buyers).
09Records
We keep a record of each complaint, our investigation, our response and any action taken, for at least [retention period]. We review complaints regularly to find recurring problems and fix their causes. Personal data in complaint records is handled as described in our Privacy Policy.
10Contact
Complaints: support@zonipay.com, subject "Complaint". Monday to Friday, 9:00 to 18:00 ET. Phone: [+1 000 000 0000].