Complaints Policy

Introduction

At TTRPay, we are committed to providing excellent service to all our users. However, we understand that sometimes things can go wrong. Letting us know when and why you are not satisfied gives us the opportunity to put matters right in a transparent way and helps us improve our services for everyone. This Complaints Policy outlines how you can raise a complaint and how we handle and resolve complaints, for both individual users and business merchants who use our platform.

We value your feedback and take every complaint seriously. Our goal is to address your concerns fairly, promptly, and professionally. Whether you are an individual customer or a business merchant, we want to ensure your issue is heard and resolved to the best of our ability.

Who Can Submit a Complaint

Individual Users and Business Merchants: This policy is for anyone who uses TTRPay’s services. Whether you are an individual consumer using our payment solutions or a business merchant accepting payments through our platform, you have the right to file a complaint. We welcome complaints from all clients and partners, including but not limited to:

Business Merchants: Companies or sole proprietors with TTRPay merchant accounts or using our payment processing services.
Individual Users: Individuals using any TTRPay product or service (for example, virtual card services or other payment facilities) or affected by a TTRPay transaction.

If you have interacted with TTRPay and feel unhappy about any aspect of our service, you can submit a complaint. There is no distinction in how we treat complaints – all users, individual or business, will receive the same level of attention and professionalism.

What Issues Should You Contact Us

You can raise a complaint about any aspect of our products or services or your interactions with TTRPay. For example, issues that you might complain about include (but are not limited to):

Transaction or Payment Processing Issues: Errors in processing payments, delays in settlements or payouts, failed transactions, or incorrect charges.
Account and Service Issues: Problems with setting up or using your merchant account, unexpected account freezes/holds, service interruptions, or the quality of features we provide.
Fees or Billing Concerns: Discrepancies in fees charged, billing errors, or unclear invoicing.
Customer Support Experience: Unacceptable delays in response, lack of assistance, or unsatisfactory service from our support team.
Compliance and Security Issues: Concerns about how we are handling security, privacy, fraud prevention, or if you believe we have not met legal/regulatory obligations.
Other Unmet Expectations: Any other situation where you feel that TTRPay has not delivered on our promises or terms (for example, if you believe we breached our Terms of Service or any agreement with you).

We encourage you to voice any concern that causes you dissatisfaction. If your issue is not specifically listed above, please still reach out – we will assess and handle complaints about any matter within our scope of services. Our aim is to address all legitimate complaints in a fair and consistent manner.

How to Submit a Complaint

We want to make it easy for you to reach us. You can submit a complaint through any of the channels below. Please choose the method most convenient for you:

Email: Send us a detailed email at partners@ttrpay.net. Please include the word “Complaint” in the subject line (for example, “Complaint – [Brief Issue Description]”) so we can route it quickly to the right team.
Online Contact Form: Fill out the contact form on TTRPay’s Contact page with the details of your issue. In the form, indicate that you are submitting a complaint (you can mention this in the message). This form submission will be sent to our support team for review.

Please note: While we also provide phone support for general inquiries, formal complaints are best submitted in writing via email or the online form. This ensures we have a clear record of your issue and can address it thoroughly. If you do call our support line about an urgent issue, we may ask you to follow up in writing so that your concern is documented and handled through our formal process.

Information to Include: To help us investigate and resolve your complaint as efficiently as possible, please include the following information in your complaint submission (whether by email or form):

Your Name and Identity: Your full name (and your company or business name, if you are a merchant).
Account Details: The email address associated with your TTRPay account, your Merchant ID or account number (if applicable), or any other relevant account identifier.
Description of the Issue: A clear and detailed description of your complaint. Please include what happened, the date and time of events, transaction IDs or invoice numbers involved, and any other facts that can help us understand the problem.
Desired Outcome: What you would like us to do to address the issue. (For example, a refund of fees, a technical fix, an explanation, etc., if you have a preference.)
Supporting Evidence: Any relevant documents or screenshots that could help illustrate the problem (e.g. error messages, billing statements, correspondence, etc.).
Contact Preferences: Your contact information (email and phone number) and if applicable, the best time and method to reach you. In some cases, we might need to discuss details by phone for clarity or to gather confidential information, so providing a phone number and convenient contact time can be very helpful.

Providing as much detail as possible helps us resolve your complaint faster. Once we receive your complaint with the above information, we will be in a good position to begin our investigation immediately.

How We Handle Your Complaint

When you submit a complaint, we handle it through a structured process to ensure fairness and thoroughness. We want you to know what to expect from the moment you contact us:

Acknowledgement and Logging: We will acknowledge that we received your complaint. If you sent an email or form, we usually reply to confirm receipt within a short time (typically within 2-3 business days). Our team will record your complaint in our internal tracking system and assign a reference number or ID to it. All complaints are logged in a complaints register so that we can monitor progress and ensure nothing falls through the cracks. (We treat your complaint records confidentially and with care.)
Investigation: A dedicated staff member or manager (from our support, compliance, or relevant department) will be assigned to investigate your complaint. We will investigate competently, diligently, and impartially, gathering all necessary information about the issue. This may involve reviewing transaction logs, examining communications, and consulting with other teams or partners involved in the service. If we need more details from you during this process, we will reach out with specific questions. Our team approaches every complaint with an open mind – our goal is to understand exactly what went wrong and why.
Resolution and Response: After investigating, we will assess the situation fairly and decide on the appropriate response. If your complaint is validated (upheld), we will determine what remedial action or redress is appropriate – for example, correcting an error, reversing a charge, improving a process, or offering an apology/explanation. If we find that the issue was due to a misunderstanding or falls outside our control or responsibility, we will still provide a clear explanation. In either case, we will communicate to you in plain language what we found and what we are going to do about it. Our response will address all points you raised and explain our decision. We aim to be transparent about our reasoning and any steps taken to fix the problem.
Recording and Improvement: We document the outcome of your complaint in our system, including how it was resolved. Senior management and our compliance team review complaints on a regular basis to identify any patterns or areas where we can improve. Your feedback is valuable to us – if a complaint reveals a weakness in our processes or services, we will work to fix it so that similar issues do not happen in the future. In this way, handling complaints helps us continuously enhance our platform and customer experience.

Throughout the process, we will treat you with respect and keep you informed. You can expect regular updates, especially if the investigation is taking some time. We strive to make the process as user-friendly as possible: you won’t have to chase us for information. We take ownership of resolving your issue once you have reported it to us.

How Long Can You Expect Your Complaint To Be Resolved

We understand that timely resolution of complaints is important. TTRPay will aim to resolve all complaints within 14 business days of receiving them. “14 business days” means about two to three weeks, excluding weekends and public holidays. This is our target for providing you with a final response or solution.

Acknowledgement: As noted, we will usually acknowledge your complaint within 3 business days or sooner. This acknowledgement confirms that we are working on your case.
Progress Updates: If we can resolve your complaint sooner than 14 business days, we will do so and inform you of the outcome immediately. If your issue is complex and we anticipate that it may take longer than 14 business days to fully investigate or resolve, we will notify you before the 14-day target is reached. In that update, we will explain the cause of the delay and give you a revised estimate of when we expect to have a resolution. We will also continue to keep you informed of progress at reasonable intervals.
No Guarantee of Resolution Within 14 Days: While we commit to strive for a resolution within this timeframe, we cannot guarantee that every case will be concluded in 14 business days. Some situations may require additional time – for example, if a technical issue requires a software update, if we need to coordinate with external partners or banks, or if a complaint involves an investigation by a third party or regulatory body. Our promise is that we will not unduly delay the process, and we will remain in communication with you if more time is needed.
Commitment to Diligence: Our focus is on resolving your complaint correctly and fairly. We believe it is better to take a bit more time to thoroughly investigate and fix an issue than to give a rushed, incomplete answer. However, we also understand that you don’t want to wait too long for a solution. Balancing these factors, 14 business days is the typical window in which we resolve most issues to our customers’ satisfaction.

In summary, most complaints will be investigated and resolved well within two weeks. If an issue cannot be fully resolved in that time, we will let you know why and keep you updated. Your patience is appreciated in such cases, and please be assured we are making every effort to sort out the matter as quickly as possible.

Escalation Procedure

We aim to resolve your complaint in the first response. However, if for any reason you are not satisfied with our initial response or the solution provided, we have an escalation process to further address your concerns.

Internal Escalation: If you feel that your complaint was not resolved to your satisfaction, please let us know. You can reply to the communication from our team and state that you remain unhappy and would like the matter escalated, or you can contact us at partners@ttrpay.net referencing your original complaint number and request a higher review. Once we receive an escalation request, we will take the following steps:

Your complaint will be escalated to a senior member of our team or a dedicated Complaints Manager who was not involved in the initial handling. This ensures a fresh, impartial review. In some cases, we may convene a small panel or involve our compliance department to review complex issues.
The reviewer will re-examine all the details of your complaint, the steps taken so far, and why you were dissatisfied with the outcome. They may contact you for further information or clarification of your perspective.
After this thorough review, we will provide you with an escalated response, which is essentially a second and final answer from a higher authority within TTRPay. We will explain whether we are upholding the original decision or offering an alternative resolution after considering your feedback. This response will be provided as soon as possible (generally, escalated reviews are completed quickly, often within another 7-14 business days, depending on complexity). We will treat the escalated complaint with the same urgency and care as the initial one.

Final Response: Once we have explored all possible avenues and given you our final response after escalation, that concludes our internal complaints process. We sincerely hope we can reach a resolution that you find acceptable.

If you still feel unhappy with the outcome after the escalation process, we encourage you to let us know, but it is possible that at this stage we may not be able to offer any further solution internally. However, you do have the right to seek external avenues if you believe your complaint remains unresolved. This could include seeking independent advice, mediation, or pursuing any legal dispute resolution mechanisms available to you. (For example, our Terms of Service outline arbitration or other dispute resolution processes for formal legal disputes.) We truly hope it never comes to that point, as our goal is to resolve issues amicably through cooperation with you.

Throughout the escalation process, as with the initial complaint handling, we will remain transparent and communicative. Our priority is to ensure you feel heard and treated fairly at every step.

Contact Information

If you have a complaint or any questions about this Complaints Policy, you can reach us through the following contact points:

Complaints Email: partners@ttrpay.net
Online Contact Form: Available on our Contact Us page (choose this option to send us a message online).
Mailing Address: TTRPay – TTR IT Holdings Ltd., 367–375 Queen’s Road Central, Sheung Wan, Hong Kong.
Telephone: +852 3001 1122 (Customer service line, available during business hours).

Please note that while we welcome calls for quick questions or urgent matters, formal complaints should ideally be sent via email or the online form so that they can be properly documented and tracked through our process.

Important: This Complaints Policy is designed to guide our interactions and improve our services. It does not replace or override any legal rights or obligations you may have under our Terms of Service. We encourage you to review our Terms of Service for details on formal dispute resolution. Our hope is that by following the steps in this policy, we can resolve any issues long before any formal dispute is necessary.

Thank you for using TTRPay! We appreciate your business and your feedback. If you have any concerns, please do not hesitate to contact us — we are here to help and committed to resolving issues in a professional and timely manner. Your trust is important to us, and we will work hard to keep it.