How to Submit a Complaint

At Chexy, providing excellent service is our priority. If we haven't met your expectations, we want to hear from you so we can make it right.

Send your complaint to support@chexy.co and include the following details:

Your full name and contact information
Transaction details (if applicable)
A description of the issue
Your desired outcome or resolution

What Happens After You Submit a Complaint?

Acknowledgement within 2 business days — we'll confirm we've received your complaint.
Investigation within 5 business days — our team will review your concern and escalate it to the relevant department if needed.
We may reach out for more details — if we need additional information, we'll contact you promptly.
Resolution within 10 business days — if it takes longer, we'll keep you updated on progress and provide an estimated resolution date.
Final response within 15 business days — if your complaint hasn't been resolved by then, we'll write to you explaining why and provide a new timeline.

Chexy's Refund Policies

Refunds may be necessary for various reasons, such as duplicate charges, amount mismatch with PAD (Pre-Authorized Debit) payment setups, or cases where funds have not been successfully withdrawn or accepted. In these cases, refunds are issued by request and are processed within 3–5 business days back to the original delivery method.

With the exception of a duplicate charge (our system error), refunds do not include the processing fees you were initially charged. Duplicate charge, in this case, does not include a scenario where your payee withdrew funds from your bank account instead of your Chexy Wallet.

Common Scenarios Leading to Refunds

1. Payee Withdrew Funds from Your Bank Account Instead of Your Chexy Wallet

This can occur when your payee did not process your request to update your PAD details in time. In this scenario, PAD payments were debited from your bank account instead of your Chexy Wallet, and you were charged as scheduled by Chexy for your payment. Confirm with your payee as soon as possible to ensure that future payment requests will be made with your Chexy PAD details.

2. Failed or Expired Transfers

Your payee rejects or fails to deposit the funds within 7 days.

3. Wrong Payout Method

Chexy supports three different payout methods: Bill Pay, e-Transfer, and Pre-Authorized Debit (PAD). If the incorrect payout method was selected at the time of payment set-up, Chexy currently cannot transfer funds from one payout method to another.

Steps to Request a Refund

Contact Chexy Support: Use the support functionality via the Chexy app or website (app.chexy.co) to initiate a refund request.
Provide Necessary Details: Include payment details, error descriptions, and screenshots (if relevant) to expedite the refund review process.
Review and Approval: Once approved, the refund will be processed, and you can expect to see the funds returned to the original delivery method within 3–5 business days.
Confirm Payment Details Update: Work with your payee to update the necessary details (e.g. PAD details on file, payee emails for e-Transfers) to avoid recurrence.

Fee Refund Policy

Chexy's processing fees are non-refundable.

Preventative Measures

To avoid recurring payment issues and the need for refunds:

Regularly Verify Payment Details: Ensure your payment details and payout methods within the Chexy Wallet are correct and up to date.
Communicate with Your Payee: Confirm payment details and PAD request updates to prevent unintended withdrawals.
Monitor Transactions Actively: Check in on your payments regularly to manage payment activities effectively.

For Canadian Merchants

If you're a Canadian merchant and believe our conduct violates the Code of Conduct for the Payment Card Industry, you may report it by emailing support@chexy.co.

If you feel your issue has not been adequately addressed, you may escalate to the following organizations:

Peoples Trust Company

merchantacquiring@peoplespayments.com
877-374-9444
Fax: 416-642-1550
Resolving Your Concerns — Peoples Group
Merchant Acquiring, Peoples Group — Suite 1310, 95 Wellington Street W., Toronto, ON M5J 2N7

Visa Canada

Mastercard Canada