Customer Complaint Handling Mechanism
At CriOverlay, customer satisfaction and transparent grievance redressal are our highest priorities. We maintain a structured, multi-tier complaint resolution framework.
In compliance with Consumer Protection Standards and SafePay Merchant Guidelines
Our 3-Step Resolution Procedure
Acknowledgment
Upon receiving your complaint via email or phone, an automated tracking ID & formal acknowledgment are issued within 24 hours.
Investigation
Our technical and billing specialists evaluate the issue, review transaction logs with SafePay, and diagnose any software defects.
Resolution
The matter is conclusively resolved via technical patch, license adjustment, replacement, or financial refund via SafePay.
1. Channels for Submitting a Complaint
Customers may lodge inquiries, technical grievances, or billing complaints through any of the following official channels:
2. Information Required When Lodging a Complaint
To expedite resolution, please ensure your submission includes:
- Full customer name and registered account email address.
- SafePay transaction reference ID (or Order ID starting with
SP-). - A clear, detailed description of the difficulty or grievance encountered.
- Supporting screenshots, video recordings, or browser console errors (if technical).
3. Internal Escalation Matrix
Level 1 (Customer Support Specialist): Receives the ticket, acknowledges within 24 hours, and provides immediate troubleshooting or billing clarification.
Level 2 (Lead Technical & Product Lead - Rashid): Escalated if the issue relates to custom overlays, API failures, or OBS synchronization hurdles.
Level 3 (Grievance Officer & Founder - Shahzaib): Final executive review for unresolved commercial disputes, policy appeals, or formal refund arbitrations.
4. External Redressal & Governing Law
If a dispute cannot be resolved through our internal mechanism within 15 business days, customers retain full legal rights under the Punjab Consumer Protection Act 2005 and may approach the Consumer Protection Courts of Lahore, Pakistan.
All transactions and grievances are strictly governed by the substantive laws of the Islamic Republic of Pakistan.
Need to lodge a complaint now?
Reach out directly to our dedicated grievance team at crioverlay@gmail.com or call 03704788581.