Question 1

What should I do if I have a complaint?

Accepted Answer

You can lodge a complaint through one of the following methods:

1. In-App Chat: Contact our Customer Support team via In-App chat for immediate assistance. 
2. Email: Write an email to support.pk@zoodpay.com to submit your complaint. 
3. Mail Address:  1st Floor, Plot No. 8 & 9, Mai Kolachi Bypass, Intelligence Colony, Karachi

Upon receiving your complaint, our team will register and acknowledge it within one working day. For complaints received after working hours, you will receive acknowledgment the following working day. You will be provided with a unique Complaint ID via our In-App chat, designated email address, or from designated contact numbers dedicated to handling complaints, enabling you to track its progress. 
Please ensure to provide complete details of your account, including:

• Registered account number 
 • Order ID 
 • Purchase number. 
 • Clear complaint statement 
 • Attach authentic documents relating to the complaint, such as screenshots or videos.

Question 2

How can I track my complaint status?

Accepted Answer

1. Upon receipt of your complaint, we will issue a Complaint Identification Number (Complaint ID) for your reference and tracking convenience. Should your submission be registered outside of our business hours, rest assured that an acknowledgment will be sent on the subsequent business day.
2. You can use this Complaint ID to keep an eye on your complaint's progress by simply contacting us via In-App chat or email at support.pk@zoodpay.com to check!

Please note that the acknowledgment response will include information such as your Complaint ID, details of the complaint process, and expected timelines for resolution.

Question 3

In how much time my complaint will be resolved?

Accepted Answer

At ZOOD, we are committed to thoroughly investigating and resolving complaints. Our procedure is as follows:

1. Interim Reply: If a complaint requires a detailed investigation, we provide you with an interim reply within 5 working days. We notify the customer via In-App chat, email, or phone call.

2. Standard Resolution Time: The resolution time varies based on the nature of the complaint:
- Complaints requiring minimal investigation are resolved within 24 to 48 working hours.
- If further investigation, additional information from the customer, or escalation to another department is needed, resolution may take up to a maximum of 15 working days. We provide the final reply to the customer via In-App chat, email, or phone call.
- For complaints involving crucial investigation and partner involvement, resolution may take up to a maximum of 30 working days. We provide the final reply to the customer via In-App chat, email, or phone call.

Rest assured, our priority is to address your concerns effectively and provide timely updates as soon as possible.

Question 4

What can I do if my complaint is not properly addressed by ZOOD?

Accepted Answer

If your complaint has not been adequately resolved by us, you have the option to lodge a complaint with the Securities and Exchange Commission of Pakistan (SECP). However, please note that SECP will only entertain complaints that were first directly requested to be redressed by ZOOD and were not adequately resolved by the company. Additionally, SECP will only handle complaints that fall within their regulatory domain and competence.

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