How Do I Raise a Complaint or Dispute an Order?

If something has gone wrong, tell us. Every complaint is logged, acknowledged and answered by a person, and you can escalate if the answer does not satisfy you.

Step 1 — Contact support with the order number

Open Chat Support in the app or on the web, or write to support@payany.com. Give the order number from the order page, the date, the amount and what you expected to happen. A support agent acknowledges the complaint and tells you who is handling it.

Step 2 — Investigation

Support checks the order against the ledger, the bank receipts and, for cash orders, the office record. You may be asked for your bank statement or the receipt of the transfer in question. You are told what was found and what PayAny will do.

Step 3 — Escalation

If you do not accept the answer, reply asking for escalation. The complaint is reviewed by a manager independent of the original handling, and you receive a final written response.

Disputing a specific order

• A deposit that has not been credited — send the transfer receipt showing the account number, amount and date. PayAny matches it against the bank statement of that deposit account.
• A withdrawal that has not landed — check the order for the bank receipt first. A withdrawal marked Paid has left PayAny; the receiving bank’s own processing can add time. Send the beneficiary’s statement if it is still missing after that.
• An exchange at the wrong rate — the rate on the order is the rate you confirmed. Send a screenshot if you believe the confirmation showed something different.
• A cash order — quote the voucher number. Every cash handover is signed at the counter and can be traced.

Fraud and unauthorised activity

If you believe someone else has used your account, freeze it from Security Settings immediately, then contact support. See the article on freezing an account.

Regulatory complaints

If you remain dissatisfied after the final response, you may refer the matter to the relevant authority in the jurisdiction concerned. Support will tell you which body applies and give you the reference of your complaint.