Bytexpress Pay-out Complaint Policy

This Pay-Out Complaint Policy outlines the procedures followed by Bytexpress for receiving, investigating, and resolving complaints related to Pay-Out transactions. This policy is effective from the date above and may be reviewed and updated periodically in accordance with operational, regulatory, or banking requirements.

1. Lodging a Complaint

Merchants may lodge a complaint when a user reports non-receipt of funds from a Pay-Out transaction processed through the Bytexpress Pay-Out Service.

To register a complaint:

• The merchant must report the issue in the designated WhatsApp group (Tech or Ops), depending on the nature of the problem.

• The complaint will then be logged in the Bytexpress system for further processing.

2. Complaint Handling Process (Bytexpress)

Once a complaint has been received and logged into the system, the following actions are taken:

a. Referral to Finance Department

The transaction is immediately forwarded to the Bytexpress Finance Department for verification.

b. Portal Visibility

The reported transaction is displayed under the “Payout Complaints” tab in the Merchant Portal for transparency and tracking.

c. Bank-Level Verification

The Bytexpress Finance team verifies the status of the transaction directly with the settlement bank.

d. Refund to Merchant (If Unpaid)

If the settlement bank confirms that the Pay-Out was not completed, the transaction amount will be refunded to the merchant.

e. Refund Pool Update

The refunded amount is added to the merchant’s “Payout Refunded Amount (UnConsumed)” pool.

f. Re-utilization of Funds

The merchant may use the refunded amount for subsequent Pay-Out transactions through the Bytexpress service.

3. Policy Amendments

Bytexpress reserves the right to modify or update this policy at any time in response to regulatory requirements, operational needs, or market conditions.