Customer Grievance Policy

At XPaydite, we believe complaints are opportunities that enable us to make our processes / systems stronger to create a better customer experience.   

XPaydite brings world class products and services to the Customers i.e. you and helps by reselling and / or making the purchase experience seamless from the suppliers or providers. XPaydite aims to provide a localized experience to the Customers and enable the purchase in domestic currency using commonly used channels than otherwise available directly from the manufacturer or supplier. We constantly work towards optimizing our services but understand the possibility of not being able to meet everyone's expectations or exceptions that may be out of our control and cause unexpected outcomes for the Customers. In addition, as XPaydite is not the maker or provider of products or services being bought, we are unable to provide solutions for certain things like product functionality etc. Due, but not limited to the stated reasons, we have invested in processes to support and address such complaints or help connect complainants with such makers or providers.

For any complaints regarding services provided by XPaydite, please write to CS@XPaydite.com or any other such means as provided by us in the purchase confirmation or communication. This is applicable for grievance related to purchases or sale process and experience enabled on the provider websites or property by XPaydite.

Customers can file complaints against the providers, suppliers or XPaydite. Subsequent handling of a complaint will depend if the complaint pertains to XPaydite services or product/services being bought.

Complaint against XPaydite services:

• For complaints related to transaction processing and sale of product where XPaydite as a reseller, XPaydite is responsible for providing resolution to the Customer. 
• Complaints involving third party services by XPaydite's partners which Customers may not be aware of, will be treated as complaint against XPaydite's services. Complaints due to deficiency in Payment partners or Acquirer services will fall in this category.
• XPaydite will acknowledge complaints within T+5 working days, where T is the date of receipt of complaint by XPaydite.
• XPaydite will aim to resolve complaint within 20 working days.

Complaint against Supplier or Provider partners:

• If the complaint pertains to the product supplier/ service provider, Customer will be informed and details of the concerned party/supplier will be shared for raising it further with them, should Customer or such provider/supplier choose to. 
• Such complaint may include but not limited to product/service functionality, features, operating procedures, enhancements, ongoing support, warranties, delivery issues etc.
• XPaydite will make reasonable effort to provide a seamless experience to Customer even for complaints that does not relate to our platform and services. 
• TAT in such scenarios may be vary due to nature of complaints and internal processes of such providers/suppliers. As a customer centric gesture, XPaydite will coordinate with the concerned party for closure of third party complaints.

We love hearing what Customers have to say about us. We encourage Customers to write to us to let us know our shortcomings; however, for product maker/provider related complaints, it may be in Customers' interests to write to them directly for faster resolution. We will be happy if Customers choose us over our suppliers for their issues.