Effective Date: June 2026
1. What this policy covers
A complaint generally means dissatisfaction with AssanPay, its conduct, onboarding process, Merchant Dashboard, API, support, or service quality. A dispute generally means that you challenge a transaction, settlement amount, refund, chargeback, reserve application, or another transaction-related event on your account. Whether a matter is treated as a complaint or a dispute may depend on the facts and AssanPay’s internal review framework.2. How to contact AssanPay
You may raise a complaint or dispute by writing to support@assanpay.com, through the Merchant Dashboard, or through another support channel that AssanPay may make available from time to time. Formal complaints should clearly state that they are being submitted as a formal complaint.3. Information you should provide
When raising a matter, you should provide enough detail for AssanPay to identify and review it. This may include your account or Merchant identifier, the relevant Transaction reference number, the date and amount, a description of the dispute and the relevant provisions of this Suite, supporting documentation (such as receipts, screenshots, or correspondence), and the specific outcome or remedy you are seeking.4. General handling approach (Tier 1)
AssanPay will acknowledge a written complaint within five (5) business days and will use reasonable endeavours to investigate and respond within twenty (20) business days of acknowledgement. AssanPay may record the matter, request additional evidence, review transaction logs and Dashboard records, consult internal teams, and liaise with Payment Partners or card networks before deciding the matter. Where a longer period is required, AssanPay will notify you with a revised timeline and a brief explanation for the delay.5. Escalation (Tiers 2 and 3)
If a complaint is not resolved through AssanPay’s internal process (Tier 1) to your reasonable satisfaction, either party may escalate the dispute, within thirty (30) days of the conclusion of Tier 1, to good-faith negotiation between senior representatives of each party (Tier 2), who will negotiate in good faith for up to thirty (30) days. If the dispute remains unresolved following Tier 2, either party may refer it to binding arbitration before a sole arbitrator in Karachi, Pakistan, conducted in the English language under the Arbitration Act, 1940 (Tier 3). The arbitral award shall be final and binding. Nothing in this policy prevents either party from seeking urgent interim or injunctive relief from a court of competent jurisdiction in Karachi, Pakistan, without waiving the right to arbitrate.6. Common service complaints
The table below lists common onboarding, account, and platform-related complaints that merchants may raise. It is illustrative and not exhaustive, and applies only to those services, channels, or features that AssanPay makes available from time to time.| Complaint type | What it usually means | What you may be asked to provide |
| Onboarding or KYC issue | You face difficulty completing merchant onboarding, document verification, or KYC/AML checks. | Submitted documents, screenshots of the onboarding flow, and a description of the issue. |
| Merchant Dashboard access issue | You face difficulty logging in to, accessing, or using a feature of the Merchant Dashboard. | Account or Merchant ID, screenshots, device details, and a description of the problem. |
| API integration issue | You experience errors, unexpected responses, or connectivity issues while integrating with AssanPay’s API. | API endpoint, request and response details, timestamps, and any error codes received. |
| Any other service complaint | Any other issue relating to support, communication, service quality, or conduct. | A clear description of the issue and any supporting evidence available. |
7. Common transaction and settlement disputes
The table below lists common transaction, settlement, refund, and chargeback disputes and the type of information AssanPay may request. It is illustrative and may be adapted depending on the service, Payment Partner, or channel involved.| Dispute type | What it usually means | What you may be asked to provide |
| Settlement delay or shortfall | An expected settlement was not received, was delayed beyond the indicative T+2 target, or was for a lower amount than expected. | Transaction references, expected and received amounts, dates, and Dashboard settlement records. |
| Chargeback dispute | You wish to contest a chargeback raised against a Transaction. | Proof of delivery, customer authorisation records, transaction receipts, and any other evidence relevant to the disputed Transaction. |
| Refund not processed | A refund initiated through the Dashboard or API has not reached the Customer. | Refund reference number, Transaction reference, date of request, and any confirmation received. |
| Processing restriction or account review | A reserve, hold, or restriction has been applied to your account and you wish to query its basis or amount. | Account or Merchant ID, the relevant notice received (if any), and a description of the concern. |
| Fee or charge discrepancy | A fee, commission, or charge deducted from your settlement does not match the applicable fee schedule. | Transaction references, the amount charged, and the fee schedule or Merchant Agreement provision relied upon. |
| Any other dispute | Any other Transaction-related event that you challenge. | A clear description of the matter and any supporting material available. |