Every concern deservesa clear owner.

This policy applies to complaints about ZytePe’s dashboard, APIs, integrations, transaction-status visibility, reconciliation, support, account administration, and other contracted platform services. It should be read with the applicable order form, commercial terms, Terms of Service, Refund Policy, and Partner terms.

For Merchants

The ZytePe business customer (“Merchant”) should raise platform, payment-status, settlement, reconciliation, refund-routing, payout, API, invoice, or account concerns through the authenticated dashboard or from an authorised account email.

For a Merchant’s customer

An end customer should first contact the Merchant about product quality, delivery, fulfilment, order cancellation, warranty, or ordinary commercial refund eligibility. ZytePe is not the seller of the Merchant’s goods or services and cannot decide those underlying commercial disputes.

Where a Partner or bank is responsible

If a complaint concerns a regulated payment function controlled by a Partner, network, or bank, ZytePe may obtain available status information, coordinate through the agreed channel, or direct the complainant to that entity’s formal grievance route. Its rules and statutory timelines may apply separately.

Submit the concern through the ZytePe support channel available to the account or email support@zytepe.com. Use the Grievance Desk for an unresolved case, a reasoned escalation, or dissatisfaction with a support response. Each separate concern may be assigned its own reference.

We classify the complaint so it can reach the correct operational, technical, commercial, privacy, security, or Partner workflow. Typical categories include:

We may decline to adjudicate a Merchant-customer product dispute, a commercial decision outside the contracted service, a matter already finally decided by a competent forum, or a request that is abusive, fraudulent, unsupported, or unlawful. We will explain the available reason or alternate route where appropriate.

ZytePe uses the following internal service targets for a complete and properly submitted complaint. They are operational targets, not guarantees that a third-party banking, network, regulatory, or legal process will conclude within the same period.

“Business day” excludes Sundays and applicable public or banking holidays. Time spent waiting for information, consent, access, or action from the complainant may extend the target. Complex cases, fraud or compliance reviews, chargebacks, legal restrictions, Partner dependencies, or payment-network processes may also require additional time.

Preserve the original case reference when escalating. This keeps the transaction history, evidence, earlier response, and requested outcome connected to one review trail.

An escalation should state the original reference, the response disputed, why it is considered incomplete or incorrect, and the specific remedy requested. Repeated messages without new information do not create a separate priority or shorten an external timeline.

Failed or pending transactions

A failed-transaction reversal is different from a Merchant refund. Where a customer is debited but the payment fails or remains unresolved, the applicable bank, Partner, or authorised payment system may perform the reversal under its rules. ZytePe can help trace the status available to us but cannot independently accelerate another institution’s process.

Refunds and chargebacks

Merchant refunds, bank disputes, and chargebacks use different workflows. Before issuing a second refund, confirm the recorded status and any bank-dispute activity to avoid a duplicate debit. See the Refund, Cancellation & Account Closure Policy.

Unauthorised or suspicious transactions

A person who notices an unauthorised debit should promptly notify their bank or payment instrument issuer using its official channel and take the security steps it recommends. A Merchant should also notify ZytePe immediately if its account, API credentials, webhook secrets, or authorised-user access may be compromised.

ZytePe may record the complaint, correspondence, system events, transaction references, submitted evidence, internal assessment, Partner response, and outcome to investigate the issue, provide support, protect the platform, meet contractual obligations, and satisfy applicable legal, audit, dispute, or compliance requirements.

• Information is shared internally and with relevant Partners or service providers only to the extent reasonably required for review, security, support, or compliance.
• The complainant must avoid submitting unrelated personal data and should mask account or card details except for the limited information specifically requested through a secure channel.
• A case may be closed after a remedy or reasoned response is provided, the correct external route is identified, required information is not supplied, or the concern is withdrawn.
• A closed case may be reconsidered if material new evidence is supplied or the earlier outcome was based on an identifiable error.

Complaint records are retained in accordance with the applicable Privacy Policy, contractual requirements, security needs, and legal retention obligations.

The correct external route depends on the entity responsible for the service and the complainant’s legal relationship with that entity. If the concern relates to a bank or other RBI-regulated entity, first submit the complaint to that entity through its official grievance channel and preserve its reference and response.

Where the responsible regulated entity is covered by the Reserve Bank – Integrated Ombudsman Scheme and the scheme’s eligibility conditions are satisfied, an eligible complainant may use RBI’s Complaint Management System after first approaching that entity and allowing the applicable response period. ZytePe does not represent itself as a bank, NBFC, Payment Aggregator, or other RBI-regulated entity merely by providing this information.

Policy updates

We may update this policy to reflect service, organisational, Partner, legal, or payment-system changes. The effective date above identifies the current published version. Material changes will be communicated where required by contract or applicable law.