BNYPay

Support

Grievance redressal & escalation

If something has gone wrong, tell us. This page explains how to raise a complaint and how to escalate it if you are not satisfied with the response.

Raise a grievance
The steps, contacts and timelines below are taken from our Board-approved Grievance Redressal Policy and Dispute Resolution and Refund & Return Policy.

Who can use this page

Merchants using BNYPay services, and customers who have paid a business through BNYPay, can raise a grievance here. If you paid a business, contacting that business first can often resolve the issue fastest. Whether customers should contact the merchant first is pending confirmation by BNYPay.

How to raise a grievance

  1. Contact support

    Use our contact form and choose "Complaint or grievance". Your complaint is saved and you receive a reference number.

    Under our Grievance Redressal Policy you can also send complaints to support@bnypay.in. The policy says customers will receive an acknowledgment within 24 hours of submission via email, and the customer support team will attempt to resolve the issue within 3 working days.

  2. Escalate to the Grievance Redressal Officer (GRO)

    If you are not satisfied with the response, or the issue is not resolved within 3 working days, the complaint can be escalated to the Grievance Redressal Officer (GRO).

    Name
    Ratika Dalal

  3. Escalate to the Principal Nodal Officer

    For unresolved grievances or further escalation, the matter will be handled by the Principal Nodal Officer.

    Name
    Ankit Parnami

  4. External escalation

    Our Dispute Resolution and Refund & Return Policy says: “If the customer remains dissatisfied with the response or the reply from BNYPay or the complaint is unresolved post escalations across the three levels mentioned above, then they may directly approach the Reserve Bank of India ombudsman scheme redressal of their complaints”.

    The address is available at rbidocs.rbi.org.in (external site).

What to include in your complaint

  • Transaction reference or ID
  • Date and amount of the transaction
  • Payment method used
  • Merchant or business name
  • A short description of the problem
  • Your contact details
Never share full card numbers, CVV, OTPs, UPI PINs or passwords — not even with us.

Response and resolution timelines

  • Acknowledgment of Complaint: Immediately upon successfully receiving.
  • Resolution at Level 1 (Customer Support): Within 3 working days.
  • Resolution at Level 2 (GRO): Within 7 working days.
  • Resolution at Level 3 (Principal Nodal Officer): The Company shall endeavour to resolve complaints within the applicable regulatory timelines.
  • Unauthorized or fraudulent transactions: the entire process will be completed within 90 days.

Section 4 of the Grievance Redressal Policy

Tracking your complaint

Online complaint tracking is not available yet. Keep the reference number you receive when you submit the contact form and quote it in any follow-up.

Read the full Grievance Redressal Policy See all compliance & policies

Need help with something else?

For sales enquiries, onboarding questions or account support, contact our team.

Contact support Raise a grievance