Complaint Dealing Policy

Abroces Fintech Services Pvt Ltd  · Effective 2024

 

We take complaints seriously - not as a formality, but because they tell us where the platform is falling short in the midst of the vast sea of feedback reaching us. This page explains how to raise a complaint, what happens after you do, and what we hold vendors accountable for.

 

How to Reach Us

There are three ways to file a complaint, and all of them are monitored:

  • Chat support on the Abroces Fintech website — fastest for straightforward issues
  • contactus@afs.cool  — use this for anything that needs documentation
  • +91-7779837254 — for time-sensitive matters 

 

Types of Complaints We Handle

Most complaints fall into one of four areas:

  • Service quality: Service quality — if the work delivered didn't match what was agreed
  • Vendor conduct: Vendor conduct — missed appointments, unprofessional behaviour, or communication that crosses a line
  • Payment and refunds: Payment and refunds — when a seller isn't processing a return or refund despite meeting the stated conditions under our Refund Policy
  • Platform issues: Platform issues — bugs, display errors, or anything broken on our end that affected your transaction

 

What Happens After You File

Here is the sequence, in plain terms, where all are dealt under the “Four levels of progress” (4L):

1. Acknowledgment: Be assured to get out an acknowledgment slip within 24 hours of any kind of report, as you will find us working 24/7.

2. Review: The very next step taken by our team will be- i. pulling transaction records, ii. vendor history, and iii. any supporting screenshot, document, or other material you provided.

3. Resolution: The resolution is taken seriously with our 4L management, and so any reports will see their resolution within 7 to 10 business days. More involved cases take longer, and we will keep you updated if that happens.

4. Escalation: If the outcome doesn’t satisfy you, we will tell you how to take it further — whether that’s a senior team member internally or a relevant consumer forum.

 

Vendor Accountability

A single complaint doesn’t automatically result in action against a vendor. Patterns do. When we see repeated issues from the same vendor, the steps we take scale with the seriousness:

  • A formal warning with a required response
  • Temporary suspension while we investigate
  • Permanent removal from the platform
  • Financial penalties are applicable under our vendor agreement

 

Questions about this policy? Write to contactus@afs.cool  or call +91-7779837254.

Abroces Fintech Services Private Limited - S/F, Plot No. 63 to 73, Khasra No. 28/6/1 & 15, Mohit Nagar, Kakrola, New Delhi, West Delhi, Delhi - 110078.

 

Abroces Fintech Services Private Limited: Everything You Need, One Place to Be.