Effective Date: 01 September 2025

This Complaint Resolution Policy outlines the process ExpressShop.pk follows to address and resolve Pay-In transaction complaints. The policy may be updated periodically based on business needs or regulatory requirements.

1. Acknowledgement & Initial Response

When ExpressShop.pk receives a Pay-In transaction complaint from a banking representative, our Support & Operations Team immediately:

  • Acknowledges the complaint to the reporting party
  • Creates an official entry in our Complaints Log
  • Initiates the complaint investigation process

2. Complaint Logging Process

Once a complaint is logged, the following steps are executed promptly:

a. Temporary User Restriction

The customer’s number (used for the disputed transaction) is temporarily blacklisted to prevent further transactions until the issue is resolved.

b. Withholding of Transaction Amount

The disputed transaction amount is held against the associated merchant and will appear under the “Disputed Amount” section inside the Merchant Dashboard on ExpressShop.pk.

3. Merchant Response Requirement

Merchant Turnaround Time (TAT): 6 Hours

Once a complaint is reported:

  1. ExpressShop.pk notifies the merchant whose transaction is under review.
  2. The merchant must provide the required details within 6 hours of notification.
    Failure to comply may result in further action as required by the issuing bank.

Information Required from Merchant:

  • Website/store name where the transaction occurred
  • User’s registration date on the website (screenshot)
  • User’s complete transaction history on the website (screenshot)
  • If the website is not in English, all screenshots must be translated into English

All provided information is then forwarded to the ExpressShop.pk Compliance Department.

4. ExpressShop.pk Compliance Department Process

Our Compliance Team aims to resolve every complaint within 24 hours after receiving complete data from the merchant.

The team carries out:

a. Customer Contact

The customer is contacted through the phone number used during the transaction.

b. Verification

All transaction details and the nature of the complaint are verified.

c. Resolution

The customer’s concern is addressed and resolved professionally. If the issue is settled satisfactorily, the customer is requested to formally withdraw the complaint.

d. Final Status Update

Once resolved, the complaint is marked “Resolved” in our system and is officially reported back to the bank.