Grievance Redressal
If something has gone wrong, this page explains how to raise a complaint with Digiway, what information to include and how an unresolved issue is escalated.
How to Raise and Escalate a Complaint
Each level has a named channel so an unresolved issue does not stall
Level 1 — Support
Email support@digiwaypayment.com with your merchant ID, transaction reference, date, amount and a clear description of the issue.
Level 2 — Grievance Officer
If the response does not resolve your concern, escalate to the Grievance Officer at js@digiwaypayment.com quoting your original ticket reference.
Level 3 — Partner or Regulator
Where the transaction is controlled by a bank, payment aggregator or network, the complaint follows that provider's published redressal process. We will identify the responsible entity and share the reference you need.
What to Include
Complete information lets us investigate without a second round of questions
Transaction Details
Merchant ID, transaction or order reference, date, time, amount and the payment method used.
A Clear Description
What you expected, what happened instead and any error message shown. Screenshots help, with sensitive data removed.
Never Send Credentials
Do not share an OTP, UPI PIN, card PIN, CVV, password or complete card number with Digiway through a form, email, chat or phone call.
Urgent Security Issues
For suspected account compromise or an unauthorised transaction, contact support immediately, revoke exposed credentials and say clearly that the matter is urgent.
Escalation Reference
Always quote the original ticket reference when escalating so the full history travels with your complaint.
Registered Office
DIGIWAY PAYMENT PRIVATE LIMITED, 26C, Ram Vihar, Kaimri Road, Hisar, Haryana, India 125001. Office visits should be scheduled in advance.
Frequently Asked Questions
Still Unresolved?
Escalate to our Grievance Officer with your original ticket reference and we will review the case and identify the responsible provider.