Grievance Redressal for Customer

Level 1: Customer Support

You can contact 24x7 customer service team Or call 1800-3000-1571 which provides online resolution to your queries / complaints
across channels including chat. You can also request for a call back for your query and they would contact you.
The team will address your concern / query within 7 business days from receipt.

Level 2: Customer Service Escalation

If your concern/query is not addressed within the promised timeline or you are dissatisfied with the response from Level 1, you can reach
out to escalation desk via email at amazonpay-escalation [at] amazonpay [dot] in. They will respond to you within 5 business days from receipt
of your email.

Level 3: Grievance Officer

If your query remains unresolved, you can escalate to Grievance Officer, Mr. Suresh John, at amazonpay-grievance-officer [at] amazonpay [dot] in
with the details of your interaction with the Customer service escalation team. Theywill respond within 3 business days from the date of
receipt of your email.

Level 4: Nodal Officer

If your query remains unresolved, you can escalate Nodal Officer - Mahavir Jindal via email at amazonpay-nodal-officer [at] amazonpay [dot] in.
They will respond within 3 business days from the date of receipt of your email.

Grievance Redressal for Merchant

Level 1: Merchant Support

If your concern/issue is not addressed satisfactorily by business development managers, you can reach out to escalation desk via email.
merchant-escalations [at] amazonpay [dot] in and they will respond to you within 7 business days from receipt of your email.

Level 2: Grievance Officer

If your issue/ grievance remains unresolved contact Grievance Officer- Mr. Suresh John at amazonpay-merchant-grievance-officer [at] amazonpay [dot] in 
with the details of your interaction/ grievance. They will respond within 5 business days from the date of receipt of your email.

Level 3: Nodal Officer

If your grievance remains unresolved to your satisfaction despite escalating to Grievance Officer, you can reach out to Nodal Officer; Mr. Mahavir Jindal
via email at amazonpay-merchant-nodal-officer [at] amazonpay [dot] in. They will respond within 5 business days from the date of receipt of your email.

In case you have not received a reply within 30 days of filing your complaint, contact Compliant Management System (CMS).