yetipay Capital: Customer Service and Support Policy

This policy specifically relates to our yetipay capital offerings. For general customer support please access our help centre (https://help.yetipay.me/en/).

1. How to Get Support

At yetipay, we are committed to providing the best customer service to our merchants. If you need support with your yetipay capital offering, please reach out to us through one of the following channels:

• WhatsApp: Our team is available for real-time support via WhatsApp. Reach us on +441442504442.
• Email: You can email us directly at help@yetipay.com for support.
• Live Chat: Visit our website to use the live chat feature for instant support. Find this at https://help.yetipay.me/en/ 

We will do our best to respond to your inquiry as quickly as possible, and our goal is to provide timely assistance and solutions.

2. Hours of Operation - Capital Support

• Monday to Friday: 9am to 5pm (excluding public holidays).
• Closed on weekends and public holidays.

Please note that support will not be available outside of these hours. If you need assistance after hours, please send your enquiry, and we will respond during the next available working hours.

3. First and Second Line Support

To ensure efficient and effective support, we operate a two-tier support system:

• First Line Support:
  
  • If you have a general question, WhatsApp or Live Chat are your first points of contact. Our support team will assist you directly via these channels.
  • This is the quickest way to get help, and most queries can be resolved here.
• Second Line Support:
  
  • For more complex or unresolved issues, we have Second Line Support. If your issue requires further investigation or is more complex, please email our dedicated support team at capital@yetipay.me
  • Our internal team will handle your email and escalate it if needed to the appropriate department.

4. Access to Support Channels

• WhatsApp: The primary method for first-line support, offering quick, direct assistance. Available during business hours. (+441442504442)
• Email: For second-line support or if your query requires further escalation. We aim to respond within 1 business day. (help@yetipay.me)‍
• Live Chat: Available on our website for immediate assistance during business hours. (https://help.yetipay.me/en/) 

5. Critical Support Issues

In the event of a critical issue such as security, legal, or regulatory complaints regarding your loan, the matter must be escalated directly to Adyen, our payment partner. You can reach Adyen through the following email address:

• Critical Support/Complaints Email: merchantkyc@adyen.com 

For these types of issues, please do not contact our general support channels. Adyen will provide the necessary escalation and resolution for these matters in accordance with the applicable legal and regulatory guidelines.

6. Disclaimers

• Availability: While we aim to provide the best possible support during our business hours, we cannot guarantee an immediate resolution to every query. However, we will always do our best to respond promptly and keep you informed of the progress.
• Service Limitations: Our support channels are primarily designed to address issues related to our loan offering and payment processing. For support outside of these areas, we may redirect you to the appropriate department or partner.
• Security: We take data security seriously. If you suspect any fraudulent activity or have security concerns, please escalate this via Adyen’s email immediately.

7. Complaints

For any complaints related to your yetipay capital product please direct these to capital@yetipay.me 

8. Conclusion

At yetipay, we’re here to help! Whether it’s a simple enquiry or a more complex issue related to your merchant loan, we’ve got you covered. Just reach out through one of our support channels, and our team will be happy to assist.

If you have any questions about this policy or need clarification on how to reach support, please feel free to contact us at help@yetipay.com.