Nexora — Powering Digital Payments Across India
Secure & Reliable Nationwide Coverage Trusted by Partners
24/7 Support Available

Every Voice &
Concern Matters

Transparent complaint with real-time tracking,support teams, and guaranteed resolution timelines for complete peace of mind.

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Helping You Resolve Every Step of the Way.

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MULTIPLE SUPPORT CHANNELS

Users can Raise Complaints Via Email, Customer Support Contact Number, In-App Chat, or a Dedicated Grievance Submission Form.

Transparent Policies

DEFINED RESOLUTION TIMELINES

Clearly Mention Turnaround Times: Failed Transactions Within 7 Working Days and General Queries within 48 Hours for Faster Resolutions.

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ESCALATION MATRIX

A Step-By-Step Escalation Process with Contact Details of the Grievance Officer and Higher-Level Contacts for Unresolved Issues.

Responsive Support

TRACKING & ACKNOWLEDGMENT

Every Complaint Generates a Unique Reference Number, with Acknowledgment sent within 24 Hours and Progress updates Until Resolution.

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OBJECTIVE

★ Ensure Prompt, Fair, and Transparent Resolution of Customer Complaints.
★ Maintain Trust and Enhance Customer Satisfaction.
★ Ensure Compliance with Regulatory Standards across all Service Areas.

SCOPE

★ Applicable to All Customers and Service Channels.
★ Includes Online Portals, Mobile Apps, Call Centers, and In-Person Support.
★ All Customer-Initiated Grievances Must Follow this Redressal Process.
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LODGING A COMPLAINT

Customers Can File Complaints Via:

★ Customer Support Phone: +91-91546 78914
★ Email: support@nexoraepayments.com
★ Web or Mobile App Grievance Form
Provide: Name, Contact Info, Service Type, Transaction Date, and Issue Description.

RESOLUTION PROCESS

★ All Complaints are Logged and Acknowledged within 24 Hours.
★ Assigned to a Grievance Officer for Investigation.
★ Resolution is Provided within 7 Business Days.
★ If Unsatisfied, Escalate to the Grievance Escalation Team within an Additional 7 Business Days.
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ESCALATION MATRIX

★ 1st Escalation: Operational Grievance Officer
★ 2nd Escalation: Head of Customer Satisfaction
★ 3rd Escalation: Compliance & Governance Committee

REGULATORY COMPLIANCE

Customers Can File Complaints Via:

★ Aligned with RBI, IRDAI, Bharat Connect, NPCI, and other Authorities.
★ Complaints Beyond Company Control (e.g., Payment System Failures) are Addressed with Full Cooperation with Regulators.
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REPORTING

Customers Can File Complaints via:

★ Monthly Internal Reports for Management Review.
★ Quarterly External Reports Submitted to Regulatory Bodies.

REVIEW & UPDATES

Customers Can File Complaints Via:

★ This Policy is Reviewed Annually.
★ Updated as Mandated by Evolving Regulatory or Operational Requirements.
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CONTACT US

Customers can File Complaints Via:

★ Email: support@nexoraepayments.com
★ Phone: +91-91546 78914
★ Available During Business Hours for all Concerns.

REDRESSAL MATRIX

LEVEL 1

SHIVAM MISHRA

Relationship Manager

+91-9515161627

support@nexoraepayments.com

  • ★ Ticket ID provided with estimated resolution time.
LEVEL 2

SANJANA BAGDE

Head - Customer Experience

+91-9154678913

Sanjana.bagde@nexoraepayments.com

  • ★ Escalate unresolved issues with original ticket number.
LEVEL 3

RASHI PATIL

Grievance Officer

+91-9515161627

rashi.patil@nexoraepayments.com

  • ★ Final escalation step for unresolved complaints.