Effective Date: 01 September 2025

This Pay-Out Complaint Policy outlines the process ExpressShop.pk follows when merchants report issues related to incomplete or undelivered pay-out transactions. The policy may be updated periodically based on operational or market requirements.

1. Lodging a Complaint

Merchants may file a complaint if their customer reports not receiving funds from a pay-out transaction initiated through ExpressShop.pk.

To ensure timely resolution, all complaints must be reported in the designated WhatsApp support group (Tech or Operations) assigned to the merchant.

2. Complaint Handling Process

Once the complaint is received and officially logged, ExpressShop.pk initiates the following steps immediately:

a. Transaction Review

The reported transaction is forwarded to the ExpressShop.pk Finance Department for verification.

b. Portal Visibility

All reported transactions will appear under the “Payout Complaints” section of the Merchant Dashboard.

c. Bank Verification

The Finance team verifies the transaction status directly with the settlement bank to confirm whether funds were successfully disbursed.

d. Refund Processing

If the transaction is confirmed as unpaid or undelivered, ExpressShop.pk will refund the full amount back to the merchant.

e. Crediting the Merchant Pool

The refunded amount will be added to the merchant’s “Payout Refunded Amount (Unconsumed)” balance.

f. Re-use of Refunded Amount

Merchants can reuse the refunded balance for future pay-out transactions as needed.