Support, Complaints and Merchant Evaluation
XPAYE provides merchants and users with a structured assistance and complaint management system.
Assistance
The support service intervenes in particular for:
Technical assistance
Technical assistance related to platform use.
Transaction follow-up
Transaction follow-up.
Refunds
Coordination of refund requests.
Disputes and chargebacks
Follow-up of disputes and chargebacks.
Operational support
Operational support for merchants.
Contact: support@xpaye.africa
Requests are processed as quickly as possible in accordance with internal risk management procedures and financial partner requirements.
Customer complaint area
End customers have access to a secure area via their email address enabling them to:
Transaction history
View their transaction history.
Purchase status
Track the status of their purchases.
Complaint or dispute
Submit a complaint or dispute request.
Complaints are forwarded to the merchant concerned for processing.
XPAYE acts as a technical facilitator and procedure coordinator to promote amicable resolution of disputes before any bank chargeback.
Merchant evaluation
The platform offers a rating and feedback mechanism for customers.
Rating and feedback
The platform allows customers to give a rating and share feedback on their experience.
Continuous improvement
These evaluations contribute to the continuous improvement of the quality of services offered.
Monitoring and compliance
XPAYE may integrate these elements into its internal risk monitoring, service quality and compliance system.
This mechanism does not constitute a guarantee of the goods or services offered by merchants.