1. Our Approach
Vistarapay intends to maintain a structured grievance process for website, platform and activated service-related issues. Complaints relating to a partner-enabled service may require coordination with the relevant bank, authorised ecosystem participant or biller.
2. Issues That May Be Raised
- Website or account-access issues.
- Transaction shown as failed, pending or reversed.
- Payment-status or biller-confirmation queries.
- Refund or reversal concerns.
- Incorrect service information or other support issues.
3. Information to Provide
Where applicable, please provide your name, registered contact details, transaction reference, date, amount, biller/service category and a short description of the issue. Do not send passwords, OTPs or other authentication secrets.
4. Escalation Process
Level 1 – Customer / Business Support: the complaint is logged, reviewed and resolved where possible using available platform and partner information.
Level 2 – Grievance Review: unresolved or material matters are escalated internally for additional review and partner coordination.
Level 3 – Authorised Partner / Applicable Mechanism: where a complaint relates to an activated Bharat Connect / BBPS or other partner-enabled service, it may be escalated through the authorised partner's applicable dispute or grievance mechanism.
Vistarapay will publish the designated grievance contact details before activation of customer-facing regulated or partner-enabled services. Until then, business and website enquiries should be raised through the official contact channel published on vistarapay.in.
5. Resolution Timelines
Resolution time depends on the nature of the issue and any partner or biller dependency. Applicable mandatory timelines, where relevant to an activated service, will prevail over any general website statement.