Support Center

Grievance Redressal Policy

At Merchant 247 Technologies, we are dedicated to delivering robust financial technology solutions backed by dependable partner support. To ensure that every concern raised by our merchants, distributors, API clients, and end-consumers is systematically addressed, we have established a formal, transparent Grievance Redressal Mechanism. We pledge to acknowledge, investigate, and resolve all issues within defined, strict SLAs (Service Level Agreements).

Submitting a Complaint

Common Scope of Support

If you encounter operational, technical or service disruptions, our dedicated support team is equipped to assist you. You may initiate a grievance for issues including, but not limited to, the following:

Onboarding & KYC

Merchant registration, verification delays and compliance-related queries.

Account & Security

Login failures, credential resets and unauthorized access concerns.

Wallet & Ledger

Balance discrepancies and unexpected debit or credit adjustments.

Transaction Failures

Failed, pending or un-reversed payment transactions.

Financial Services

Domestic Money Transfer (DMT) and AEPS transaction disputes.

Utility Payments

BBPS, bill payment and mobile recharge settlement failures.

Payouts & Commissions

Settlement delays, commission calculations and payout errors.

Technical Integration

API integration errors, gateway timeouts and White-Label SaaS platform issues.

Channel Partner Inquiries

Partner, distributor and agent-level operational disputes.

Ways to Raise a
Concern

Escalation Matrix

If your issue is not resolved within the specified SLA, or if you find the resolution unsatisfactory, you may escalate the matter through our structured Three-Tier Escalation Framework.

01

Customer Care & Helpdesk

Escalation Level

First point of contact for all grievance-related issues.

Resolution SLA

48 Business Hours

02

Grievance Redressal Officer

Escalation Level

Escalate here if Level 1 doesn't resolve your issue satisfactorily.

Resolution SLA

3 Working Days

03

Nodal Officer

Escalation Level

Final internal escalation for complex or unresolved disputes.

Resolution SLA

7 Working Days

Trust & Compliance

Data Privacy

+

All grievance-related information is handled with strict confidentiality and is used exclusively for legitimate business and regulatory purposes.

  • Incident investigation and root-cause analysis.
  • Dispute settlement and financial reconciliation.
  • Quality assurance and platform optimization.
  • Regulatory compliance and statutory reporting.

Your information will never be shared with unauthorized third parties without your explicit consent, except where disclosure is required by judicial or regulatory authorities.

Regulatory Compliance

+

Merchant 247 Technologies operates in alignment with applicable Indian statutory regulations and industry standards governing digital payment ecosystems.

Compliance Standards

We adhere to applicable Indian statutory regulations, Reserve Bank of India (RBI) guidelines for digital payment ecosystems, consumer protection laws, and data privacy standards.

Continuous Improvement

We continuously analyze dispute trends and operational metrics to reduce friction, improve platform stability, strengthen customer experience, and maintain a fair, transparent financial ecosystem for merchants, partners, and consumers.

Important Guidelines & Operating Conditions

Please review the following guidelines before raising a grievance to help us process your complaint efficiently and ensure timely resolution.

Data Accuracy

Expedited resolutions rely on complete and accurate information provided during the initial complaint filing. Kindly ensure that all details, including transaction references and supporting documents, are correct.

Prevent Duplicate Submissions

Please avoid submitting multiple complaints for the same incident. Duplicate tickets create administrative overhead and may delay the resolution process.

Partner Dependability

Refund timelines and transaction reversals are subject to external settlement cycles governed by NPCI, partner banks, payment aggregators, and biller networks. Resolution timelines may vary based on their processing schedules.

Fraud Policy

Merchant 247 Technologies reserves the right to reject complaints found to be fraudulent, misleading, or submitted in violation of the platform's Terms of Service or applicable policies.