NPay Box Pvt Ltd F41, Shop.6 Dilshad Garden, New Delhi, India.
Npay customers can reach out to Npay for any grievance on Npay
services and timelines for grievance resolution through any of the various communication
channels available to them.
Npay has a dedicated Help desk team for managing any customer queries and grievances, if
any.
Customers can share their feedback or grievance, on any of the Npay services, towards any
deficiency in service or any communication, they have had with Npay, on which they are not
satisfied.
| Channel | Contact Details | Working Hours |
|---|---|---|
| Phone | Npay Help desk: 18003090616 | 09.30 AM to 9.00 PM Monday to Sunday |
| grievance@npaybox.in | 09.30 AM to 9.00 PM Monday to Sunday | |
| Courier | F41 OFFICE NO6 DILSHAD GARDEN OPPOSITE BANK OF BARODA DELHI 110095 | 09.00 AM to 06.00 PM (Excluding National Holiday) |
The above-mentioned channels are for redressal of Npay customer grievances or complaints,
providing online support wherever possible, and for capturing customer feedback on Npay
services.
Npay on receipt of any complaint, grievance or feedback, will reach out to the respective
customer and the same will be resolved in the specified timeline as communicated below.
If any of the above complaint/grievance is not addressed to the satisfaction of the customer in
the below specified timeline, then the customer can choose to escalate the same to Level 2 of
the escalation level as given below, with the original complaint ticket no and the details there
off, of the issue raised. The escalation process is as mentioned below in the Escalation
section.
| No. | Complaint Type | Estimated Timelines (SLA) |
|---|---|---|
| 1 | Any Npay Transaction related issue. |
Within 10 working days of receipt of the grievance. (In case of involvement of any third parties in resolution, timelines followed by leading banks/partner would be applied and communicated to customers) |
NpayBox ensures all customer grievances are addressed Through 3 level escalation:
| Level | Team Responsible | Mode | Escalation protocol |
|---|---|---|---|
| Level-1 | NpayBox Helpdesk |
NpayBox Help Desk:
8510000616 (8 AM to 9 PM) Email to: grievance@npaybox.in |
NpayBox Help Desk team will acknowledge the complaint / grievance in the form of: A reference number (Ticket No) would be provided to customer for all complaints for future communication regarding the particular case. The customer will also be kept informed on the progress towards the final resolution or communicate any delays in redressing the concern. All complaints would be closed only after receiving the customer's feedback and acceptance of closure. |
| Level-2 | Npaybox Help Desk: |
Npaybox Helpdesk Manager Phone 01146174040 (10 AM to 6 PM Monday to Friday) Email to: info@npaybox.in |
In case the customer is not satisfied with the |
| Level-3 |
Nodal Officer Phone : 8929607080 (10 AM to 6 PM Monday to Friday) Email to: grievance@npaybox.in |
In case the customer is still not satisfied with the resolution provided or delay in response beyond the timelines communicated even after following the above-mentioned escalation steps, the customer can escalate the concern to the Grievance Officer * Please note all the complaints sent to this level would be entertained only if the escalation communication contains the ticker / reference number which was shared at level 1 |
NPay Box Pvt Ltd F41, Shop.6 Dilshad Garden, New Delhi, India.