Support & Complaint Resolution Policy

Last updated: 29 August 2026 · Draft for legal review.

1. Purpose

This policy sets out how merchants and their customers can raise a complaint about Paytrance, and the timeline in which we commit to resolving it.

2. Escalation matrix

Level	Contact	Response commitment
Level 1 — Support	support@paytrance.com	Acknowledged within 24 hours; resolved or updated within 5 working days
Level 2 — Escalations	[Name], Escalations Contact grievance@paytrance.com · [Phone number]	Acknowledged within 3 working days; resolved within 30 days of the original complaint

3. What to include in your complaint

• Your registered business name / merchant ID, or the transaction reference if you're a customer of a Paytrance merchant.
• A clear description of the issue and any supporting documents (screenshots, transaction IDs).
• Your preferred contact details for follow-up.

4. Our commitment

Every complaint is logged, acknowledged, and tracked to resolution. If we cannot resolve an issue within the stated timeline, we will proactively update you with the reason and a revised estimate.