A route that does not depend on the goodwill of whoever you were already speaking to.
What to include
·Your business name and, if you have one, your merchant ID.
·The Provider, if the complaint concerns processing rather than AltirasPay.
·Who you dealt with, and when.
·What happened, and what you were told.
·Any emails, texts or documents that show it.
How to raise it
·Email info@altiraspay.ai with “Complaint” in the subject line.
·You will receive an acknowledgment with a reference, and it will be reviewed by someone not involved in the matter.
What we can and cannot resolve
·We can address conduct by anyone representing AltirasPay, what you were told, how your application was handled and how your information was treated.
·We cannot overturn a Provider's underwriting decision, release funds a Provider holds, change a reserve or reverse a termination — those are the Provider's decisions and ours to escalate, not to make.
·Where a complaint concerns the Provider, we will tell you who they are and how to reach them, and raise it alongside you.
