Customer Grievances Policy
In today’s competitive era and constantly evolving business, we at Payoro communication pvt ltd take pride in keeping our customers at the center of all our strategies and initiatives, and are committed to deliver best in class customer services to all our existing and new customers at all times.
As a service organization we promote "Excellence in Delivery" and hence feedback from our valued customers forms an integral part of all decisions taken by the organization. The feedback provided by our customers is treated as an asset to the organization, evaluated and customized to improve our products and services.
In line with the efforts to deliver the best, Payoro communication pvt ltd certified itself with an ISO certification ISO 9001:2008, applicable for service industry, on 6th of December 2012 and use the standards to govern our day to day activities for a smooth and hassle free service experience to all our customers.
This policy document aims at communicating the various mechanisms available for our customers to reach out to us, our service guarantee and timelines by which we will try and ensure resolution to our customer concerns.
Our Principles:
Our Promise:
We Value your Feedback:
All customers have the right to share their feedback or complaint in case they find our services are not meeting their expectations or are dissatisfied with any interaction with any of our staff members.
The Customers can send in their Queries, Requests or Complaints in the following ways:
| Sr. No |
Complaint Type |
Estimated Timelines (SLA) |
| 1 |
Money Transfer - Load or Send Money |
7 Working Days for reversal or credits (third party transaction timelines followed by leading banks) |
| 2 |
Successful transaction but beneficiary account not credited |
7 Working Days for reversal or credits (third party transaction timelines followed by leading banks) |
| 3 |
Pin Based & E-recharge Transaction failure |
3 Working Days |
| 4 |
Travel & Ticketing Related Concerns |
3 Working Days for booking related concerns 7 Days for refunds as some airlines and third party portals may have a higher turnaround time |
| 5 |
Bill payment Related Issues |
3 Working Days |
| 6 |
Online Shopping Related Issue |
3 Working Days |
| 7 |
Wallet related issues |
2 - 5 Working Days |
Acknowledgement of Grievances:
Customer Grievance Redress Escalation:
As "Customer Delight" our priority, we are committed to provide Best Payment Solution Experience to all our customers. We extend a level 2 escalation matrix to all our customers.
Escalation: Level 2
In case the customer is not satisfied with the
The customer may choose to escalate the concern using the below mentioned methods
1. Write to us at: Customer Service Department, Payoro communication Private Limited, amba aurangbad bihar PIN CODE -824111 bihar
2. Email ID: care@payoro.in
All escalations received with the required details such as reference number provided at Level 1, contact details (both phone & email) would be addressed within forty eight (48) working hours up to a max of seven (7) days in special cases pertaining to third party transactions.
Escalation: Level 3
In case the customer is still not satisfied with the resolution provided or delay in response beyond the timelines communicated even after following the escalation steps at Levels 1 & 2 respectively, the customer can escalate the concern to the highest level by:
1. Write to us at: Customer Service Department, Payoro communication Private Limited, amba aurangbad bihar PIN CODE -824111 bihar
2. Email ID: care@payoro.in
On receiving the escalation the complaint will get acknowledged within twenty four (24) working hours post acknowledgement, up to a maximum of seven (7) working days in special cases pertaining to third party transactions.