Escalation matrix
Level 1 (Queries)For in-app payments (recharges, utility bills, metro), hotels, movies, bus, flights, gold , insurance and postpaid
- Online queries in Paytm app (http://m.p-y.tm/care)
First response time – 2 working days
Final resolution time – 4 working days - Helpline
- Movies & Events Tickets – 0120-38883888
- Flight tickets & Forex – 0120-4880880
- Bus & Train Tickets – 9555395553
- Hotels – 7053111905
Final resolution time – 4 working days
If Paytm needs additional time for any case, same will be informed to customer along with reason of delay and expected resolution timelines
For payments done by customers through Paytm on other websites / apps/stores/shopsKindly contact your merchant customer care for service / product delivery and quality issues. In case of payment being failed or not acknowledged by merchant, kindly contact your bank customer care
For merchants accepting payments through Paytm for their websites / app/stores/shops- Online queries in Paytm merchants dashboard (https://dashboard.paytm.com/)
First response time – 2 working days
Final resolution time – 4 working days - Helpline – 0120-33663377
Final resolution time – 4 working days
If Paytm needs additional time for any case, same will be informed to customer along with reason of delay and expected resolution timelines
Level 2 (Complaints)If customer’s issue is not resolved even after contacting various complaint resolution channels, he/she can reach out to our grievance officer at:
Grievance Officer
One97 Communications Limited
B-121, Sector – 5
Noida – 201301
Uttar Pradesh , India
Email:
[email protected]