Consistent growth in the online payment business can be ensured only with effective customer service at all levels. The quality and content of customer service require a focused engagement for hassle-free delivery. airpay payment services aims at providing good quality services in a friendly, efficient, and helpful way which implies that customers are treated with dignity, respect and courtesy in their dealings with airpay. airpay shall endeavour to provide the highest quality of customer service to ensure continued customer satisfaction, retention and sustained growth of products and services.
This policy sets out the systems, procedures, and review mechanism for minimising instances of customer complaints and grievances and ensuring prompt redressal of customer complaints and grievances. Broadly, the key objectives of this policy are as under:
airpay will address queries, requests, complaints & feedbacks to the best effort basis. It is recommended that the customer writes compliant reference number provided by our customer care team in all further communication with us regarding a particular issue. This enables us to get more details about the customer and the query quickly and helps to resolve the query faster.
|Level 1||Website Contact Us / Write to: firstname.lastname@example.org or Call customer care on: 022-688-70500|
|Level 2||Write to Grievance Officer, Name: Vishal Mohite, Email: email@example.com|
|Level 3||Write to Nodal Officer, Name: Sanjeev Singh, Email: firstname.lastname@example.org|
Suitable timelines have been set for every compliant depending upon nature of queries and the investigation lead time which would be involved in resolving the same. Here are the estimated timelines at various levels of complaints / escalations.
|First response to a user’s query/ concern||1 Day|
|Follow-up queries||2 Days|
|Resolution of escalated cases||4 Days|
|Resolution of customer grievances||10 Days|
If you see a charge that you do not recognize, it may be fraud. Before you report fraud, please make sure that neither yourself nor an authorized user made the transaction.
You may report fraud to airpay by contacting directly at email@example.com.