Customer Grievance Redressal Policy

PlatCore Technologies Pvt. Ltd. ("PlatCore", "we", "us", "our") is committed to delivering excellent customer service and places our customers at the heart of every decision. This Customer Grievance Redressal Policy outlines our approach to handling feedback and grievances to ensure transparency, timely resolution, and customer satisfaction.

1. Our Principles

  • •Customers are central to all strategies and initiatives at PlatCore.
  • •"Delighted" customers are key to our business growth.
  • •Customer feedback is a valuable asset and a foundation for innovation.
  • •We strive to simplify user experiences through product innovation.
  • •We continuously invest in evolving our grievance redressal system.

2. Our Promise

  • •All grievances will be handled promptly and courteously.
  • •We aim to resolve issues effectively within the communicated timeframe.
  • •SLAs and turnaround times for third-party transactions will be published.
  • •A dedicated Customer Service Team is available to manage and resolve issues.

3. Feedback & Complaint Channels

Customers can raise their queries, requests, or complaints through:

Email: PlatcoreTechnologies@gmail.com
Contact Us page: Contact Form

Once we receive your complaint, our executives will reach out and aim to resolve it within the stipulated Service Level Agreement (SLA).

Escalation

If the response is unsatisfactory, customers may escalate the issue with the complaint reference number provided at the time of lodging the complaint.

4. Grievance Redressal Process

Level 1

Customers may:

  • •Submit the complaint through the contact form at https://www.platcore.in/contact
  • •Expect a response within 24 hours.

Type of Issues and Turnaround Time

TypeDescriptionEmailTAT
Transaction IssuesTechnical/payment status issuesPlatcoreTechnologies@gmail.com24 hrs
Refund StatusRefund delay or failurePlatcoreTechnologies@gmail.com24 hrs
Payout/SettlementIssues with merchant/customer settlementsPlatcoreTechnologies@gmail.com24 hrs
Payment OptionsNon-functional payment modesPlatcoreTechnologies@gmail.com24 hrs
Downtime AlertsScheduled/unscheduled outagesPlatcoreTechnologies@gmail.com24 hrs

Level 2

If unresolved:

5. Order & Merchant Related Complaints

Case 1: Non-Delivery or Defective Products

  • •Contact the Merchant through their website's support section.
  • •Share transaction details like Order ID, amount, and issue description.

Case 2: Unresponsive Merchant (7+ Days)

Email PlatCore with:

  • •Transaction Date & ID
  • •Order ID
  • •Amount
  • •Description
  • •Communication proof with Merchant

PlatCore's Risk Team will mediate based on the escalation policy.

Case 3: Refunds/Cancellations

  • •Contact Merchant directly for refund status.
  • •If Merchant refuses to refund, contact PlatCore.
  • •Failed transaction refunds should reflect in 5-7 business days.

Case 4: Fraud or Unauthorized Transactions

  • •Email the Nodal Officer with the subject: "Reporting Fraud".
  • •You may also initiate a chargeback with your issuing bank.

6. Chargebacks

Chargebacks may be raised with the issuing bank in case of unauthorized or unresolved disputes. PlatCore will assist the bank during the resolution process.

7. Record Retention

PlatCore will maintain records of all complaints, resolutions, and related communication for a minimum of five (5) years from the date of resolution.

8. Reporting

The Nodal Officer will report annually to management on:

  • •Complaint volumes and categories
  • •Resolution timelines and patterns
  • •Recurring issues and root cause analysis
  • •Impact of IT outages or system failures on service

9. Policy Review

This policy will be reviewed annually or as needed to reflect regulatory or operational changes.

10. Contact Details

PlatCore Technologies Pvt. Ltd.

Office No. 202, Plot No A-26, Block B,

Mohan Cooperative Industrial Estate, Saidabad,

New Delhi, Delhi 110044

PlatcoreTechnologies@gmail.com
+91 9560012319