{"id":2860,"date":"2021-08-19T22:08:13","date_gmt":"2021-08-19T22:08:13","guid":{"rendered":"https:\/\/www.alphapay.com\/?page_id=2860"},"modified":"2026-01-19T23:31:16","modified_gmt":"2026-01-19T23:31:16","slug":"complaint-procedure","status":"publish","type":"page","link":"https:\/\/www.alphapay.com\/zh\/complaint-procedure\/","title":{"rendered":"Complaint Handling Procedure"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-page\" data-elementor-id=\"2860\" class=\"elementor elementor-2860\" data-elementor-post-type=\"page\">\n\t\t\t\t\t\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-a14470d elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"a14470d\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-320680e\" data-id=\"320680e\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t\t\t<div class=\"elementor-element elementor-element-e5f75e6 elementor-widget elementor-widget-heading\" data-id=\"e5f75e6\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<style>\/*! elementor - v3.13.3 - 28-05-2023 *\/\n.elementor-heading-title{padding:0;margin:0;line-height:1}.elementor-widget-heading .elementor-heading-title[class*=elementor-size-]>a{color:inherit;font-size:inherit;line-height:inherit}.elementor-widget-heading .elementor-heading-title.elementor-size-small{font-size:15px}.elementor-widget-heading .elementor-heading-title.elementor-size-medium{font-size:19px}.elementor-widget-heading .elementor-heading-title.elementor-size-large{font-size:29px}.elementor-widget-heading .elementor-heading-title.elementor-size-xl{font-size:39px}.elementor-widget-heading .elementor-heading-title.elementor-size-xxl{font-size:59px}<\/style><h1 class=\"elementor-heading-title elementor-size-default\">Complaint Handling Procedure<\/h1>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-0cc117e elementor-widget elementor-widget-text-editor\" data-id=\"0cc117e\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<style>\/*! elementor - v3.13.3 - 28-05-2023 *\/\n.elementor-widget-text-editor.elementor-drop-cap-view-stacked .elementor-drop-cap{background-color:#69727d;color:#fff}.elementor-widget-text-editor.elementor-drop-cap-view-framed .elementor-drop-cap{color:#69727d;border:3px solid;background-color:transparent}.elementor-widget-text-editor:not(.elementor-drop-cap-view-default) .elementor-drop-cap{margin-top:8px}.elementor-widget-text-editor:not(.elementor-drop-cap-view-default) .elementor-drop-cap-letter{width:1em;height:1em}.elementor-widget-text-editor .elementor-drop-cap{float:left;text-align:center;line-height:1;font-size:50px}.elementor-widget-text-editor .elementor-drop-cap-letter{display:inline-block}<\/style>\t\t\t\t<p><span data-contrast=\"auto\">We take all feedback seriously and are committed to resolving complaints promptly and fairly. If you have a concern, we encourage you to reach out through one of the following channels:<\/span><span data-ccp-props=\"{\">\u00a0<\/span><\/p>\n<h2 aria-level=\"3\"><b><span data-contrast=\"none\">How to Submit a Complaint<\/span><\/b><span data-ccp-props=\"{\">\u00a0<\/span><\/h2>\n<p><span data-contrast=\"auto\">You can file a complaint using any of the following methods:<\/span><span data-ccp-props=\"{\">\u00a0<\/span><\/p>\n<p><b><span data-contrast=\"auto\">Email:<\/span><\/b> <a href=\"mailto:info@AlphaPay.com\"><span data-contrast=\"none\">info@alphapay.com<\/span><\/a>\u00a0<br \/><b><span data-contrast=\"auto\">Toll-Free Phone:<\/span><\/b><span data-contrast=\"auto\"> 1-855-937-7888<\/span>\u00a0<br \/><b><span data-contrast=\"auto\">Mail: <\/span><\/b><span data-contrast=\"auto\">AlphaPay<\/span> <span data-contrast=\"auto\">#305-13888 Wireless Way, <\/span><span data-contrast=\"auto\">Richmond, BC, V6V 0A3<\/span><span data-ccp-props=\"{\">\u00a0<\/span><\/p>\n<h2 aria-level=\"3\"><b><span data-contrast=\"none\">What to Include in Your Complaint<\/span><\/b><span data-ccp-props=\"{\">\u00a0<\/span><\/h2>\n<p><span data-contrast=\"auto\">To help us process your concern efficiently, please provide as much of the following information as possible:<\/span><span data-ccp-props=\"{\">\u00a0<\/span><\/p>\n<ul>\n<li aria-setsize=\"-1\" data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"8\" data-list-defn-props=\"{\" data-aria-posinset=\"1\" data-aria-level=\"1\"><span data-contrast=\"auto\">A brief summary of your concern<\/span><span data-ccp-props=\"{\">\u00a0<\/span><\/li>\n<\/ul>\n<ul>\n<li aria-setsize=\"-1\" data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"8\" data-list-defn-props=\"{\" data-aria-posinset=\"2\" data-aria-level=\"1\"><span data-contrast=\"auto\">Date and time of the issue<\/span><span data-ccp-props=\"{\">\u00a0<\/span><\/li>\n<\/ul>\n<ul>\n<li aria-setsize=\"-1\" data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"8\" data-list-defn-props=\"{\" data-aria-posinset=\"3\" data-aria-level=\"1\"><span data-contrast=\"auto\">Communication method used (phone, email, in-person, etc.)<\/span><span data-ccp-props=\"{\">\u00a0<\/span><\/li>\n<\/ul>\n<ul>\n<li aria-setsize=\"-1\" data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"8\" data-list-defn-props=\"{\" data-aria-posinset=\"4\" data-aria-level=\"1\"><span data-contrast=\"auto\">For payment-related issues: amount, transaction details<\/span><span data-ccp-props=\"{\">\u00a0<\/span><\/li>\n<\/ul>\n<ul>\n<li aria-setsize=\"-1\" data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"8\" data-list-defn-props=\"{\" data-aria-posinset=\"5\" data-aria-level=\"1\"><span data-contrast=\"auto\">Names of AlphaPay representatives or third parties involved<\/span><span data-ccp-props=\"{\">\u00a0<\/span><\/li>\n<\/ul>\n<ul>\n<li aria-setsize=\"-1\" data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"8\" data-list-defn-props=\"{\" data-aria-posinset=\"6\" data-aria-level=\"1\"><span data-contrast=\"auto\">Copies of relevant documentation (e.g., agreements, statements, correspondence)<\/span><span data-ccp-props=\"{\">\u00a0<\/span><\/li>\n<\/ul>\n<h2 aria-level=\"2\"><b><span data-contrast=\"none\">Our Process<\/span><\/b><span data-ccp-props=\"{\">\u00a0<\/span><\/h2>\n<p><span data-contrast=\"auto\">Once we receive your complaint:<\/span><span data-ccp-props=\"{\">\u00a0<\/span><\/p>\n<ol>\n<li aria-setsize=\"-1\" data-leveltext=\"%1.\" data-font=\"Calibri\" data-listid=\"9\" data-list-defn-props=\"{\" data-aria-posinset=\"1\" data-aria-level=\"1\"><span data-contrast=\"auto\">You will receive confirmation within <\/span><b><span data-contrast=\"auto\">five (5) business days<\/span><\/b><span data-contrast=\"auto\">.<\/span><span data-ccp-props=\"{\">\u00a0<\/span><\/li>\n<li aria-setsize=\"-1\" data-leveltext=\"%1.\" data-font=\"Calibri\" data-listid=\"9\" data-list-defn-props=\"{\" data-aria-posinset=\"1\" data-aria-level=\"1\"><span data-contrast=\"auto\">Our Compliance Department will review your complaint and any supporting documentation.<\/span><span data-ccp-props=\"{\">\u00a0<\/span><\/li>\n<li aria-setsize=\"-1\" data-leveltext=\"%1.\" data-font=\"Calibri\" data-listid=\"9\" data-list-defn-props=\"{\" data-aria-posinset=\"1\" data-aria-level=\"1\"><span data-contrast=\"auto\">A <\/span>final written decision<span data-contrast=\"auto\"> will be issued within <\/span><b><span data-contrast=\"auto\">twenty (20) business days<\/span><\/b><span data-contrast=\"auto\">, including:<\/span><span data-ccp-props=\"{\">\u00a0<\/span>\n<ul>\n<li aria-setsize=\"-1\" data-leveltext=\"%1.\" data-font=\"Calibri\" data-listid=\"9\" data-list-defn-props=\"{\" data-aria-posinset=\"1\" data-aria-level=\"1\"><span data-contrast=\"auto\">Summary of the complaint<\/span><span data-ccp-props=\"{\">\u00a0<\/span><\/li>\n<li aria-setsize=\"-1\" data-leveltext=\"%1.\" data-font=\"Calibri\" data-listid=\"9\" data-list-defn-props=\"{\" data-aria-posinset=\"1\" data-aria-level=\"1\"><span data-contrast=\"auto\">Findings of our investigation<\/span><span data-ccp-props=\"{\">\u00a0<\/span><\/li>\n<li aria-setsize=\"-1\" data-leveltext=\"%1.\" data-font=\"Calibri\" data-listid=\"9\" data-list-defn-props=\"{\" data-aria-posinset=\"1\" data-aria-level=\"1\"><span data-contrast=\"auto\">Final decision and rationale<\/span><span data-ccp-props=\"{\">\u00a0<\/span><\/li>\n<li aria-setsize=\"-1\" data-leveltext=\"%1.\" data-font=\"Calibri\" data-listid=\"9\" data-list-defn-props=\"{\" data-aria-posinset=\"1\" data-aria-level=\"1\"><span data-contrast=\"auto\">Next steps if you&#8217;re unsatisfied with the outcome<\/span><span data-ccp-props=\"{\">\u00a0<\/span><\/li>\n<\/ul>\n<\/li>\n<\/ol>\n<p><span data-contrast=\"auto\">If we\u2019re unable to provide a resolution within 20 business days, we\u2019ll notify you with the reason for the delay and a revised timeline.<\/span><span data-ccp-props=\"{\">\u00a0<\/span><\/p>\n<h2 aria-level=\"2\"><b><span data-contrast=\"none\">Investigation and Accountability<\/span><\/b><span data-ccp-props=\"{\">\u00a0<\/span><\/h2>\n<p><span data-contrast=\"auto\">Our Compliance Department ensures every complaint is handled thoroughly by:<\/span><span data-ccp-props=\"{\">\u00a0<\/span><\/p>\n<ul>\n<li aria-setsize=\"-1\" data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"10\" data-list-defn-props=\"{\" data-aria-posinset=\"1\" data-aria-level=\"1\"><span data-contrast=\"auto\">Reviewing all merchant-provided materials<\/span><span data-ccp-props=\"{\">\u00a0<\/span><\/li>\n<\/ul>\n<ul>\n<li aria-setsize=\"-1\" data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"10\" data-list-defn-props=\"{\" data-aria-posinset=\"2\" data-aria-level=\"1\"><span data-contrast=\"auto\">Coordinating with internal departments (Support, Operations, Finance)<\/span><span data-ccp-props=\"{\">\u00a0<\/span><\/li>\n<\/ul>\n<ul>\n<li aria-setsize=\"-1\" data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"10\" data-list-defn-props=\"{\" data-aria-posinset=\"3\" data-aria-level=\"1\"><span data-contrast=\"auto\">Determining if the concern relates to obligations under the Code of Conduct for the Credit and Debit Card Industry in Canada<\/span><span data-ccp-props=\"{\">\u00a0<\/span><\/li>\n<\/ul>\n<p><span data-contrast=\"auto\">Where necessary, AlphaPay will work with third-party service providers or escalate issues to the relevant Payment Card Network Operator (PCNO).<\/span><span data-ccp-props=\"{\">\u00a0<\/span><\/p>\n<h2 aria-level=\"2\"><b><span data-contrast=\"none\">Escalation Options<\/span><\/b><span data-ccp-props=\"{\">\u00a0<\/span><\/h2>\n<p><span data-contrast=\"auto\">If you are not satisfied with our final response, you may escalate the issue to the <\/span><span data-contrast=\"auto\">Financial Consumer Agency of Canada (FCAC):<\/span><span data-ccp-props=\"{\">\u00a0<\/span><\/p>\n<p><b><span data-contrast=\"auto\">Phone:<\/span><\/b><span data-contrast=\"auto\"> 1-866-461-3222<\/span>\u00a0<br \/><b><span data-contrast=\"auto\">Email:<\/span><\/b> <a href=\"mailto:info@fcac-acfc.gc.ca\"><span data-contrast=\"none\">info@fcac-acfc.gc.ca<\/span><\/a>\u00a0<br \/><b><span data-contrast=\"auto\">Mail: <\/span><\/b><span data-contrast=\"none\">FCAC, 6th Floor, Enterprise Building, 427 Laurier Ave. West, Ottawa, ON K1R 1B9<\/span><span data-ccp-props=\"{\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">Please note: FCAC does not resolve individual disputes but investigates potential violations of <a href=\"https:\/\/www.canada.ca\/en\/financial-consumer-agency\/services\/industry\/laws-regulations\/credit-debit-code-conduct.html\">the Code<\/a>.<\/span><span data-ccp-props=\"{\">\u00a0<\/span><\/p>\n<h2 aria-level=\"2\"><b><span data-contrast=\"none\">Ongoing Commitment<\/span><\/b><span data-ccp-props=\"{\">\u00a0<\/span><\/h2>\n<p><span data-contrast=\"auto\">AlphaPay shares accountability for complaint resolution with all involved parties. We:<\/span><span data-ccp-props=\"{\">\u00a0<\/span><\/p>\n<ul>\n<li aria-setsize=\"-1\" data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"11\" data-list-defn-props=\"{\" data-aria-posinset=\"1\" data-aria-level=\"1\"><span data-contrast=\"auto\">Accept responsibility for complaints from merchants with whom we have a direct agreement<\/span><span data-ccp-props=\"{\">\u00a0<\/span><\/li>\n<\/ul>\n<ul>\n<li aria-setsize=\"-1\" data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"11\" data-list-defn-props=\"{\" data-aria-posinset=\"2\" data-aria-level=\"1\"><span data-contrast=\"auto\">Coordinate with third-party providers to resolve issues<\/span><span data-ccp-props=\"{\">\u00a0<\/span><\/li>\n<\/ul>\n<ul>\n<li aria-setsize=\"-1\" data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"11\" data-list-defn-props=\"{\" data-aria-posinset=\"3\" data-aria-level=\"1\"><span data-contrast=\"auto\">Fully cooperate with PCNOs and the FCAC in complaint oversight<\/span><\/li>\n<\/ul>\n<p>\u00a0<\/p>\n<p>We report all Code-related complaints to each PCNO every six months. If no complaints are received, a NIL report will be filed.<span data-ccp-props=\"{\">\u00a0<\/span><span data-ccp-props=\"{\">\u00a0<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>Complaint Handling Procedure We take all feedback seriously and are committed to resolving complaints promptly and fairly. If you have a concern, we encourage you to reach out through one of the following channels:\u00a0 How to Submit a Complaint\u00a0 You can file a complaint using any of the following methods:\u00a0 Email: info@alphapay.com\u00a0Toll-Free Phone: 1-855-937-7888\u00a0Mail: AlphaPay [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_acf_changed":false,"footnotes":""},"class_list":["post-2860","page","type-page","status-publish","hentry"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v20.13 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Complaint Handling Procedure - AlphaPay<\/title>\n<meta name=\"description\" content=\"If you have a concern, we encourage you to reach out with your concern, please provide as much of the following information as possible\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.alphapay.com\/zh\/complaint-procedure\/\" \/>\n<meta property=\"og:locale\" content=\"zh_CN\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Complaint Handling Procedure - 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