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Legal

Complaints Procedure

If something went wrong with Ravelo, tell us. This page explains how to complain, what we do with it and what you can do if you are still unhappy.

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01Who can complain

Merchants and their team members can complain about the service. Payers can complain about a payment that passed through a Ravelo checkout, though refunds are first a matter for the merchant; see Refunds and Payment Exceptions.

02How to complain

Write to [Complaints email]. Give your name, the account or merchant name, the payment or payout reference or transaction hash, what happened, when, and what you would like us to do. Attach anything that helps. Do not send passwords, API secrets or sign-in codes; we will never ask for them.

03What happens next

  1. We confirm we have it, normally within [Acknowledgement period], and give a reference.
  2. Someone who was not involved looks into it, and may ask you for more detail.
  3. We reply with our decision and our reasons, and say what we will do about it, within [Response period] of receiving it. If we need longer, we tell you why and when to expect an answer.
  4. If you are not satisfied, ask for a senior review by replying to us. A different senior person looks at the case and answers in writing.

04What we may not be able to tell you

For legal reasons we may not be able to share details about a hold, a screening result or a report to an authority. We will say that we cannot, not leave you without an answer.

05If you are still unhappy

The Terms of Service say which law and forum apply to disputes between us and merchants. Depending on where you live you may also be able to take a complaint about personal data to your data protection authority, or consumer complaints to a consumer body. Nothing here stops you from using those routes.