MiniPay is committed to resolving customer and merchant complaints fairly and promptly. This page explains how to raise a grievance and the officers responsible for handling escalations.
1. How to Raise a Complaint
- Level 1 — Merchant: For issues about goods or services purchased, contact the merchant you paid, under their own support/refund policy.
- Level 2 — Support: For payment or platform issues, contact MiniPay Support with your order ID, transaction reference/UTR, date, amount and a description of the issue.
- Level 3 — Grievance Officer: If your complaint is not resolved at Level 2 within a reasonable time, escalate to our Grievance Officer using the details below.
- Level 4 — Nodal Officer: Payment-related disputes that remain unresolved may be escalated to the Nodal Officer.
2. Contact Details
Grievance Officer
Name: [GRIEVANCE OFFICER NAME]
Email: [grievance@minipay.shop]
Phone: [PHONE NUMBER]
Hours: Monday–Friday, 10:00–18:00 IST
Nodal Officer (Payment Disputes)
Name: [NODAL OFFICER NAME]
Email: [nodal@minipay.shop]
Phone: [PHONE NUMBER]
Registered Address
[REGISTERED BUSINESS NAME]
[ADDRESS LINE 1]
[ADDRESS LINE 2, CITY, STATE, PIN]
India
3. Response Timelines
- Acknowledgement of a complaint: within 48 hours of receipt.
- Resolution target: within 7–10 working days, depending on the nature of the issue and bank/UPI network dependencies.
4. Information to Include
To help us resolve your issue quickly, please provide: your registered mobile number, order ID, transaction reference/UTR, transaction date and amount, and a clear description of the problem.
Action required: Replace all bracketed placeholders above
([NAME], [EMAIL], [PHONE], [ADDRESS]) with your real, verified contact details
before publishing. RBI norms require accurate, monitored grievance and nodal
officer contact information for entities handling payments.