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Online Complaint Intake Process
Step 1: Setting up your Online Complaint Intake Form
An online complaint intake form is required for your merchants/sub-merchants to submit potential Code-Related Complaints with the service or platform.
Create your online intake form for your merchants to submit the information required in Step 2.
Step 2: Identifying a Code-Related Complaint
Using the information above, identify whether the complaint submitted is a general customer service complaint or a Code-Related Complaint.
After identifying that the complaint is a Code-Related Complaint, send an acknowledgment email to your merchant/sub-merchant notifying them that their complaint has been received and escalated to Payrix Support.
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Dear (Merchant Contact Name), We are reaching out to let you know that we have received your issue/complaint made on (date complaint made) regarding our billing integration services. Upon our initial review of your issue/complaint, we have determined that it pertains to our billing integration partner Payrix and qualifies as a Code-related issue/complaint as defined by the Code of Conduct for the Credit and Debit Card Industry in Canada. As such, we have escalated your issue/complaint to Payrix for investigation and resolution. For additional information on Payrix’s Code Complaints Handling process or if you have questions regarding your issue/complaint, please visit . Further communication regarding your complaint/issue will come directly from Payrix. Thank you for contacting us. |
Step 3: Submit Code-Related Complaints to Payrix
When a Code-Related Complaint is identified, it must be submitted to Payrix to manage any potential Code violations. All required information must be provided so that Payrix can properly investigate the matter.
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Per the Code, we will acknowledge your request within 5 days of receipt and either resolve the complaint within 90 days or provide you information explaining why the complaint has not been resolved within that period.
Step 4: Resolution or Escalation
If your complaint has not been resolved after following the above process, you have the right to refer your complaint to the following.
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