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Merchant support

Support that keeps a ticket for everything.

Every question becomes a ticket with an id, a desk, a timeline and an owner, so nothing depends on who you happened to email. Try the portal below with sample tickets.

Open the ticket portal demoContact page

Channels

Three ways in, one queue.

Office hours, address and the contact form live on the contact page so there is a single place to keep them accurate.

Ticket portal

For anything tied to an order, UTR or account. Best for merchants already live.

Try the demo

Contact page

Office details, hours in IST and a form that routes to the right desk.

Go to contact

Self-serve lookups

UTR lookup and receipt status often answer the question before a ticket is needed.

Look up a UTR

Coverage

Four desks, each with a name on the ticket.

Integration and API

Request and response pairs, SDK versions, webhook signatures and idempotency questions.

Settlement and reconciliation

UTRs that do not match, statement lines, fee queries and cycle changes.

Disputes and chargebacks

Evidence uploads, representment and the status of each dispute window.

Account, KYC and bank updates

Signatory changes, settlement account changes and document refreshes.

Try it

The portal, with sample tickets you can work.

Create a ticket, add a reply, escalate it and mark it resolved. The list keeps your changes until you reset or leave the page.

Ticket portal

Sandbox demo

Demo environment — no real transaction is performed.

Three sample tickets to start. Create, reply, escalate and resolve — everything lives in this page for the session and nothing reaches a help desk.

How we triage

What to include so the first reply is the useful one.

Triage guidance by category
CategoryIncludeFirst response
Integration and APIRequest id, timestamp, SDK version, the exact errorShown in the portal when the ticket is created
Settlement and bank UTRUTR, expected and received amounts, statement dateShown in the portal when the ticket is created
Disputes and chargebacksOrder id, proof of delivery or service, customer communicationDeadline shown on the dispute itself
Account, KYC and bank updatesSigned request from the authorised signatoryShown in the portal when the ticket is created
Billing and pricingInvoice number and the line in questionShown in the portal when the ticket is created

Desks: Integration desk · Settlement desk · Disputes desk · Account desk · Billing desk. Response targets are shown inside the portal rather than quoted as guarantees here.

FAQ

Questions, answered plainly.

All questions

It moves the ticket to the desk lead and marks it Escalated on the timeline. Use it when a reply has not moved the issue forward, not as a first step.

Before you need support

Start with a sandbox and a ticket id you can quote.

The wizard issues a test key; the portal is ready when you are.

Create a test API keyTalk to the team

Sandbox keys never move money.