+91 9504988888
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hello@tapnpay.in
In today’s competitive era and constantly evolving business, we at Knockus Services Pvt. Ltd. (‘Company’)take pride in keeping our customers at the centre of all our strategies and initiatives, and are committedto deliver best in class customer service to all our existing and new customers at all times. As a serviceorganization we promote “Excellence in Delivery" and hence feedback from our valued customers formsan integral part of all decisions taken by the Company. The feedback provided by our customers is treatedas an asset to the Company, evaluated and customized to improve our products and services. This policydocument aims at communicating the various mechanisms available for our customers to reach out to us,our service guarantee and timelines by which we will try and ensure resolution to our customer concerns.
All customers have the right to share their feedback or complaint in case they find our services arenot meeting their expectations or are dissatisfied with any interaction with any of our staff members
On receiving customer feedback/complaint/query, our executives would reach out to the customersand ensure that all grievances are addressed within a period as communicated below. If the complaintis not resolved within the given timelines or the response is unsatisfactory the customer can choose toescalate the concern to our level 2 escalation officer, with relevant details such as Complaint ReferenceNumber provided at the time of raising the initial complaint. The escalation methodology is mentionedin this policy under the Escalation Section
escalations without a complaint reference number will not be treated as complaints.
Customer Resolution Timelines
Customer Engagement Centre team will acknowledge the grievance within 48 hours on the receiptof complaint in the form of :
As “Customer Delight” our priority, we are committed to provide Best Payment Solution Experienceto all our customers. We extend a level 2 escalation matrix to all our customers.
In case the customer is not satisfied with the response from the customer service executive, escalationto Level 2 can be triggered
Customer Care, Knockus Services Pvt. Ltd.,G-79,301,3rd floor Gupta Building LaxminagarEast Delhi-110092
1. All escalations received with the required details such as reference number provided at Level 1,contact details (both phone & email) would be addressed and resolved within forty eight (48) hours upto a max of seven (7) days in special cases pertaining to third party transactions
In case the customer is still not satisfied with the resolution provided or delay in response beyondthe timelines communicated at Levels 1 & 2 respectively, the customer can escalate the concern tothe highest level by: grievances Officer : Sandeep Kumar Yadav
grievances Officer, Knockus Services Private Limited
G-79,301 3RD FLOOR GUPTA BUILIDING LAXINAGAR DELHI-110092
9504988888
On receiving the escalation, the complaint will be acknowledged within twenty four (24) hours. Postacknowledgement, resolution will be provided up to a maximum of seven (7) days. Please rememberthat all complaints will be considered at this level only if the complaint number given in level 1 of thecomplaint is written in the complaint
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