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1PMPL is into Payment Aggregation business for more than 3 years and serving merchants from various approved segments which includes Govt Sector, Education sector, Travel and Tourism etc.
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Customer focus is a key benchmark and motto in managing any business. 1Pay strives to set high levels of service standards and constantly upgrade customer experience levels basis market practice and customer feedback.
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1Pay aims to ensure quick and effective handling of customer grievance, as well as prompt corrective & preventive action (including correction of the process, wherever required) in order to avoid recurrence.
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Customers / Merchants can reach us via Phone / Email. For faster resolution of queries/complaints - Merchants / customer are requested to provide correct details of transactions / payment reference which will help 1Pay to investigate and resolve the issue at the earliest.
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LEVEL 1
Customers can write to the given email ID OR can call on the Contact no mentioned to reach out to 1PMPL Support team and lodge their query / complaint.
Email ID: customercare.pg@1pay.in
Contact number: 9769039989
The Merchant/Customer may contact the 1Pay Support Team between 10:00 AM to 6:30 PM, from Monday to Saturday, (excluding 2nd and 4th Saturday and Sunday’s week-off).
1Pay support team shall attempt to respond to the query or complaint(s) in 1 to 3 working days from the date on which the query or complaint(s) was received, with resolution / interim update on the query (if it’s taking longer to resolve) with an expected resolution time.
The Merchant/Customer may request an update on the query or complaint(s) in case the grievance requires more than the specified time. The Merchant/Customer shall be kept updated on the status of their complaint(s).
If the Merchant/Customer is not satisfied with the response provided, or the complaint(s) remains unresolved, the Merchant/Customer may escalate the matter to the next level.
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LEVEL 2
If the Merchant/Customer is not satisfied with the response provided at Level 1, or has not received a response within the specified time, the Merchant / Customer may escalate such complaint(s) by reaching out on the following:
Email ID: merchantsupport.pg@1pay.in
Contact number: 9136130582
The team shall attempt to respond within 8 to 10 business days from the date on which the matter was escalated.
The Merchant/Customer may request an update on the complaint(s) in case additional time is required for resolution. The Merchant/Customer shall be kept updated on the status of their complaint(s).
If the Merchant/Customer is not satisfied with the response provided at Level 2, or the complaint(s) remains unresolved, the matter may be escalated to Level 3.
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LEVEL 3
External Escalation
In case of unsatisfactory or untimely resolution of Queries / Complaints the customer may contact the Nodal Officer:
Contact No. : 022 6216 6100
Email : nodalofficer@1pay.in
Complaint lodging portal : https://cms.rbi.org.in
Once a case escalates to the Nodal Officer, they generally resolve or give a final decision within 10 to 15 business days from the date on which the matter was escalated.
Any complaints or concerns with regards to content of this Website or comment or breach of these Terms of Use or any intellectual property of any User, instances of customer grievances, regulatory queries and clarifications shall be communicated to the Grievance cum Nodal Officer.
1Pay endeavours to create a forum for customers to provide feedback on our services levels and provide a forum to lodge their grievances.
