Complaints Handling Procedure

Version 1.0 · Effective [[Effective date]] · Last updated [[Effective date]]

In short: If something goes wrong, open a support ticket in the merchant cabinet or write to [[Support email]]. We aim to acknowledge a complaint within [[2]] business days and to give a final answer within [[15]] business days. Every complaint is recorded, and you can escalate if you are not satisfied with the outcome.

1. Scope#

This procedure applies to complaints about the Paysell service operated by [[Company legal name]] — for example, a payment that was not credited, a withdrawal that was delayed or refused, a fee that appears incorrect, a hold placed on a balance, the conduct of a member of our staff, or the handling of your personal data.

It also covers reports from buyers about a merchant that uses Paysell, subject to the limits in section 7.

It does not cover ordinary support requests — general questions, integration help and feature requests — and it does not replace your right to bring a claim before a court under the Terms of Service.

2. How to file a complaint#

Use whichever channel is convenient:

You may complain in English or in [[Additional complaint language]]. You may appoint a representative; we will ask for written authority before discussing your account with them.

3. What to include#

To let us investigate without several rounds of questions, please include:

• your account email and, if relevant, the shop name or shop identifier;
• the invoice identifier, withdrawal identifier or TON transaction hash concerned;
• the amount and asset (TON or USDT);
• the date and time of the event, with your time zone;
• a clear description of what happened, what you expected, and why you consider it wrong;
• any screenshots, API responses or webhook payloads that support your account;
• the outcome you are seeking.

Please do not send passwords, two-factor secrets, recovery codes or plaintext API keys. Our staff will never ask for them.

4. What happens next#

1. Acknowledgement. We acknowledge receipt within [[2]] business days, confirm the reference number of the complaint, and tell you who is handling it.
2. Investigation. We review the account records, ledger entries, on-chain data, audit log and support history relevant to the complaint. If we need further information from you, the clock pauses until you reply.
3. Final response. We aim to send a written final response within [[15]] business days of receipt. It sets out our findings, the reasons for them, and any remedy we offer — for example correcting a balance, refunding a fee charged in error, releasing a hold, or changing a process.
4. Complex cases. If a complaint requires more time — for example because it depends on a third party, on the TON network, or on an ongoing investigation — we will tell you before the deadline, explain why, and give a new expected date, which will not exceed [[35]] business days from receipt except in exceptional circumstances.

We will not close a complaint as resolved without telling you the outcome.

5. Escalation#

If you are not satisfied with the final response, you may ask for the matter to be reviewed by [[Escalation contact or role]] within [[20]] business days of our answer, explaining what you consider unresolved. The review is carried out by someone who was not responsible for the original decision, and we aim to answer within [[10]] further business days.

If you remain dissatisfied after escalation, you may refer the matter to [[Alternative dispute resolution body or competent regulator]] where such a body has jurisdiction, or bring proceedings before the courts identified in the Terms of Service. Complaints about the handling of personal data may also be made to [[Supervisory authority]]. Our licensing position is described in the Regulatory Status Statement.

6. Records#

We record every complaint, the evidence considered, the decision and the reasons for it, and we keep those records for [[5]] years. We review complaint records periodically to identify recurring problems and to correct their causes. Records are handled in accordance with the Privacy Policy.

7. Complaints from buyers about a merchant#

Paysell processes payments; the goods, services and refund terms are the merchant's responsibility, and we do not arbitrate disputes between a merchant and its customers. See Refunds, Disputes and Chargebacks.

If you paid a merchant through Paysell and cannot resolve the matter with that merchant directly, you may write to [[Support email]] with the transaction hash, the invoice identifier, the amount and the merchant's website. We will:

• record the report against the merchant's account;
• forward your report to the merchant and ask it to respond to you;
• where there are grounds to suspect fraud or a breach of our terms, place a hold on the affected funds, suspend the shop, request information from the merchant, and cooperate with any lawful request from the authorities.

We cannot promise you a refund, we do not act as your representative, and we cannot reverse a settled blockchain transaction.

8. Costs and good faith#

Filing a complaint is free. We may decline to engage with abusive, repetitive or manifestly unfounded submissions, and will say so in writing if we do.

Contact#