Bytexpress Pay-In Complaint Policy

Effective 01 September 2025

This Pay-In Complaint Policy outlines the process used by Bytexpress to receive, verify, and resolve complaints related to Pay-In transactions. The policy is effective from the date above and may be updated periodically to reflect operational improvements or changing regulatory and banking requirements.

1. Acknowledgement & First Response

Upon receiving a complaint regarding a Pay-In transaction from the banking partner or representative:

  1. The Bytexpress Operations Team immediately acknowledges the complaint to the reporting sender.

  2. An entry is created in the internal Complaint Log.

  3. The complaint resolution workflow is initiated without delay.

2. Complaint Logging Procedure

Once a complaint has been logged in the system, the following actions take place:

a. The complainant’s phone number is temporarily blacklisted across the Bytexpress platform.

  • This prevents the user from initiating further transactions until the dispute is resolved.

b. The transaction amount under dispute is withheld from the merchant.

  • This amount appears in the “Disputed Amount” section within the merchant portal.

3. Merchant Response Process

(Merchant Turnaround Time: 6 Hours)

  1. The Bytexpress Operations Team notifies the merchant associated with the disputed transaction.

  2. The merchant must respond within 6 hours from the time of notification.

    • Failure to respond within this timeframe may result in additional action as instructed by the partner bank.

  3. The merchant must provide the following user-related details:

    • Website name where the transaction occurred

    • Complainant’s registration date on the website (screenshot)

    • Complainant’s full transaction history on the website (screenshot)

    • If the website content is not in English, all screenshots must be translated into English

  4. Upon receipt, the provided details are forwarded to the Bytexpress Compliance Desk for further processing.

4. Compliance Desk Review & Resolution

(Resolution Time: Within 24 Hours After Receiving Complete Data)

The Bytexpress Compliance Desk is responsible for investigating and resolving each complaint promptly and fairly. Once merchant data is received:

a. The complainant is contacted using the phone number used during the transaction.
b. Transaction details and the user’s grievance are verified.
c. The Compliance Desk addresses the concern and works toward a resolution satisfactory to the complainant, including requesting the user to withdraw the complaint when resolved.
d. The complaint status is updated in the system as “Resolved”, and the outcome is formally reported to the bank.

5. Policy Amendments

Bytexpress reserves the right to update or revise this policy at any time to reflect new business, regulatory, or security requirements.