Payoneer is a finance service company that was founded in 2005 and is headquartered in New York, US. It offers online money transfer and payment solutions to individuals and businesses. It allows users to make and receive payments from all over the world via different modes like credit cards, e-wallets, and bank transfers. Users can also receive payments in multiple currencies. You can even avail of its prepaid Mastercard to withdraw funds from ATMs and make purchases online and offline.
A large section of people from various professions use Payoneer. Freelancers, online sellers, and global businesses form its user base. It has partnerships with big players like Amazon, Airbnb, and Upwork, and support payments in more than 150 currencies. It offers multiple features that makes it an ideal and comprehensive solution for cross-border payments; some include — invoicing, tax solutions, and currency conversions.
Payoneer is a convenient and simplified process, which helps users to manage their finances globally. You need to register with personal details to open an account with Payoneer. Additionally, you may have to provide a government-issued ID, and answer a few security and your profession/business-related questions. Select the currencies and the payment options you will be using on the platform. Once your application is submitted, the Payoneer team will review the same. You can get started once your application for account creation is approved by the team.
The redressal desk is available to answer queries and address serious customer concerns regarding Payoneer’s services and features. In the following sections, we discuss the team’s key responsibilities, types of redressal issues they handle, and how you can contact the desk for grievance redressal.
Responsibilities of Payoneer Grievance Redressal Desk
The redressal desk of Payoneer is responsible for addressing and resolving any customer complaints or issues related to their account, transactions, or any other aspect of the Payoneer platform. Here are some of the functions and tasks of the redressal desk at Payoneer.
Investigating Customer Complaints: It is the responsibility of the desk to accept customer plaints and take measures to investigate the matter to see if they are authentic and not frivolous. Once established, the desk will analyze the underlying cause of the problem and offer disruptive solutions.
Acting as Facilitators In Dispute Resolution: The redressal desk is the frontline of support and assistance for users at Payoneer. The team works with customers to resolve disputes regarding transactions, unauthorized transactions, any other product, or service quality.
Escalating Issues to Higher Authorities: For issues that lie outside the scope of the desk, higher authorities from the legal or compliance team are roped in to resolve the most challenging ones.
Providing Customer Support: The desk provides customer support via various channels like email, phone, chat assistance, etc, to ensure all customer concerns are addressed in a timely and efficient manner.
Improving Customer Service: The desk follows up with the customers and seeks their feedback on the resolutions provided to identify areas of improvement and better customer service.
In short, the redressal desk ensures that customers have a positive experience using the Payoneer platform, and there are no hitches in their services and products.
Types of Redressal Issues
At Payoneer, the redressal desk is tasked with addressing a wide range of customer complaints related to their account and transactions. Some of the common ones that they handle frequently are briefed below.
Payment-related issues are the most crucial. This may include delayed or failed payments to accounts, incorrect payment amounts reflecting on the account, or disputes related to products or service quality. Then you have issues related to account verification, login issues, account suspension or closure, and unauthorized access to the account.
Temporary technical glitches could be disrupting services on the Payoneer website or mobile app. These would include errors or bugs, slow loading times, and other technical difficulties. In addition to that, you have compliance-related issues. These would include issues related to regulatory compliance, such as issues with KYC details (Know Your Customer) or Anti-Money Laundering (AML) checks.
A disgruntled customer can escalate matters if they have been unhappy with the responses they received from customer support. These could include long waiting time, unhelpful or rude responses, or unresponsive support from the representatives at customer support.
Who and How to Contact for Grievance Redressal
If you need to contact Payoneer for redressal of issues, you can do so by reaching out to their customer support team. Follow the steps below.
- Log in to your Payoneer account, and go to the ‘Help’ section.
- Click on “Contact Us” to access the customer support options.
- Choose the category that best describes your issue — transactions, account management, technical issues, customer service, etc.
- Select the issue you are experiencing and follow the prompts to submit a support request.
- You will be prompted to provide additional information like descriptive details about the issue and any relevant transaction details.
- Once you have successfully submitted a support request, the team will review it and a representative from the customer support team will contact you with further instructions or assistance.
Alternatively, you can call or write to them about the problem/s you are facing. To file a complaint in the US, you can dial 1-888-290-3990. For other countries, note the numbers – +44-203-608-0610 (UK), +61-28-379-8090 (Australia) and 1-646-658-3113 (international).
You can also send an email to customerservicemanager@payoneer.com. If you prefer to send a printed or hand written letter, here is the address –
Payoneer Inc.,
150 West 30th Street,
Suite 600, New York, NY, 10001.
