At Yoco, we take all complaints seriously and aim to resolve them promptly. If you have a complaint, here’s how you can submit it and what you can expect.
1. Submit Your Complaint
You can:
Chat with us in the Yoco app for direct support.
Email us at [email protected].
2. Acknowledgment of Your Complaint
Once we receive your complaint, we’ll send you an acknowledgment email within 1 business day. This email will confirm that we’re looking into your complaint and provide an estimated timeframe for our investigation. If we require more information from you, we’ll ask for it at this stage.
3. Our Investigation Process
We will conduct a thorough investigation to ensure that our teams have handled your account and interactions correctly. We might request supporting documents from you, such as screenshots or email/chat communications, to help us understand the situation fully.
4. Our Response
After completing our investigation, we’ll send you a final response that outlines our findings and whether we believe your complaint is justified. We aim to resolve most complaints within 15 business days, but it may take up to 8 weeks for more complex issues.