For customers

1. Definitions

1.1. Customer: A customer refers to all users on the Blipply platform (e.g., Merchants & Private personal users).

1.2. Customer Support Agent: An individual employed or contracted by Blipply to assist customers with inquiries, complaints, and technical issues regarding the products or services offered by Blipply.

1.3. Ticket: A ticket is a support question that can be answered or resolved directly by the Customer Support Agent. Tickets created through Blipply’s online ticket forms are logged in Blipply’s support system.

1.4. Case: A case is a ticket that has been escalated to either the tech department (for technical issues) or the finance team (for monetary issues) and requires a process to be resolved. All cases are logged in Blipply’s support system, where all information about the case is recorded.

2. Our Minimum Standard

Blipply aims to deliver the best payment experience for our customers through efficient complaint handling mechanisms that comply with applicable laws and seek effective dispute resolutions.

3. How to Raise a Complaint

All complaints can be sent through our support form. A customer can submit a support request using the provided online support form. One or more support agents will resolve the request through email correspondence. A ticket is created for each support request sent through the portal and logged in Blipply’s support system. The request may be escalated into a support case managed in Blipply’s support system.

4. Accessibility to Information Around Support Requests

Information regarding the customer’s support request and related details is shared only with Blipply personnel and/or interim consultants needed to resolve the ticket or case. All personnel and interim consultants involved are bound by strict confidentiality clauses and handle private data in accordance with our information security and data protection policies. All personnel involved have been vetted and checked in line with our policies.

5. General Complaint Flows

5.1. For general support requests that can be resolved through emails or WhatsApp and fall under standard FAQ-related questions, the following flow applies: A support request is either answered directly, or if further investigation or interactions are needed, a ticket is created in Blipply’s support system. Once resolved, the ticket is closed and logged into our system.

5.2. If the customer request involves a technical or monetary issue, the support team escalates the ticket into a case and directs it to either the tech or finance department. For more complex complaints, the process follows these steps:

a. A support request through one of our support channels creates a ticket in our support system. The support member assesses it and escalates it into a case led by either the tech or finance department.

b. A case involves a partly manual review of the matter and communication with the customer before resolution. All communications from tech or finance are through a customer support agent, who informs the customer about resolution details.

c. Once resolved, the case is closed.

6. Escalation of Complaints

Where possible, we will attempt to resolve issues at the first point of contact with the Customer Support team. If the support request involves a technical or monetary issue, the case is created and supported by the tech or finance department to investigate and resolve the matter.

If funds or deposits are not appearing in a user’s balance, an escalation is made to the finance team to locate the funds and book them into their balance. Before updating the balance, it must be authorised by both a Customer Support Agent and a Finance Manager.

If a non-customer (e.g., someone who is not a registered Blipply user) has made a deposit and requests a refund, the refund must be approved by both a Customer Support Agent and a Finance Manager. An issue or complaint related to monetary funds should be resolved within 5 business days.

If you feel your concerns have not been addressed satisfactorily, you have the option to escalate further.

7. Update of Balance and Refunds

Blipply handles updates of the balance and refunds as follows once notified of any disputes or complaints:

7.1. Update of Balance

If a support request leads to a case and escalation to the finance team to locate a missing deposit or transaction, an investigation is launched. After locating the funds and approval by a Customer Support Agent and a Finance Manager, the balance is manually updated with the missing funds.

7.2. Refunds

If the support request leads to a case and escalation to the finance team to locate a missing deposit or transaction where the customer has not successfully onboarded and started their Blipply account, a manual process is initiated to locate and refund the displaced funds. A refund must be approved by both a Customer Support Agent and a Finance Manager. Note: The customer bears all transactional costs for a refund; Blipply only refunds the amount it holds.

8. Blipply Initiated Refunds or Support Requests

Blipply performs daily controls and reconciliations. If any monetary funds aren’t connected to a Blipply user, they are placed on a watch-list for 30 days, during which Blipply attempts to locate the customer to either update their balance or process a refund. If a refund cannot be made due to inability to contact the customer or other issues, after one year from the original transaction date, the funds are considered the property of Blipply, and the customer’s right to the funds ceases to exist.