Grievance Redressal

At Wegofin, we highly value our merchants, ensuring a sincere and transparent approach in all our interactions. To facilitate optimal support and address concerns effectively, we have established a comprehensive Grievance Policy for our merchants ("Grievance Policy"). The primary objective of this policy is to minimize merchant complaints and grievances by implementing a structured approach, a review mechanism, and timely redressal.

We recognize that merchant grievances may arise from various situations, such as a disparity between promised and delivered service levels or genuine technical or communicative errors in the system. Merchants are encouraged to provide feedback or raise complaints regarding the services offered by Wegofin Digital Solutions Private Limited through our designated Merchant Care Team or on our website using the link: https://fintech.wegofin.com/. If a merchant's issue remains unresolved or they are dissatisfied with the resolution provided by Wegofin Digital Solutions Private Limited, they have the option to escalate their complaint through our tiered redressal system or explore other legal avenues available for grievance redressal.

To enhance the effectiveness of Wegofin Digital Solutions Private Limited's redressal channels, we have implemented a structured system ensuring seamless complaint resolution within committed timeframes. The Grievance Policy is applicable to users of Wegofin Digital Solutions Private Limited Money Account, including payment gateways powered by Wegofin Digital Solutions Private Limited.

PRINCIPLES GUIDING THIS GRIEVANCE POLICY:

• All initiatives and strategies at Wegofin Digital Solutions Private Limited prioritize the merchant's interests.
• Prompt and efficient merchant service is crucial for business growth.
• Constant innovation in mechanisms to receive and address merchant grievances.
• Details of the grievance redressal mechanism are publicly available on the website.
• All Wegofin Digital Solutions Private Limited employees must work in good faith and without prejudice to merchant interests.
• Grievances are dealt with promptly and courteously.
• Wegofin Digital Solutions Private Limited pledges to rectify any merchant issues effectively and in a timely manner.
• All merchants are treated fairly and equally.
• Merchants are informed about channels to escalate complaints within Wegofin Digital Solutions Private Limited.
• No charges are levied on merchants for filing complaints or for issue resolution.

TEAM SENSITIZATION ON HANDLING COMPLAINTS:

Our teams undergo regular training to handle merchant queries and grievances appropriately, aiming for first-time resolution to build trust and confidence among consumers.

UPDATING GRIEVANCE REDRESSAL MECHANISM:

At Wegofin Digital Solutions Private Limited, we focus on enhancing the merchant experience by constantly analyzing and implementing feedback. A mechanism is in place for analyzing and rectifying concerns at the root level, ensuring continual improvement in service quality.

MANNER OF REGISTERING COMPLAINTS

Merchants can share their feedback or complaints with us using our email [email protected].

The process involves:

Level-1 

Merchants reach out to the Merchant Care Team through the provided link, receiving immediate system-generated and individual email acknowledgments.

The Merchant Care Team acknowledges and initiates action to redress the grievance, keeping merchants informed of the progress via email, text messages, or the "Track your Query" section on the website.

Resolution

Within three(3) business days, all issues will be taken care of. In case of delays, merchants will be notified, and progress/status updates will be provided.

Merchant Grievance Redress Escalation

If a merchant does not receive a response within the specified time at Level 1, the system automatically escalates the complaint to Level 2 and beyond.

CONTACT US

We're here to help! If you have any questions, concerns, or feedback regarding these grievance redressal, please feel free to contact us at [email protected].