At Yoco, we want to make sure every concern is heard and handled fairly. If something isn’t right, here’s how to submit a complaint, and what happens next.
1. Send us your complaint
Please start a conversation with a member of our Support Team via our in-app chat and they'll assist you in submitting your complaint. Or, send us an email with the relevant information to [email protected].
✨ Important: The more information you share with us, the faster we can complete our investigation and resolve your complaint. Include things like screenshots, emails, or any relevant details, so we can understand exactly what happened.
2. We’ll acknowledge your complaint
We’ll send you an acknowledgment email within 1 business day of receiving your complaint. This lets you know we’re looking into it and gives you an idea of how long our investigation could take. If we need any extra information from you, we’ll ask for it in the email.
3. We’ll investigate your complaint
We’ll take a close look at your complaint to make sure everything about your account and our service is reviewed properly. We might ask you for extra information, e.g. screenshots or emails, to help us understand the situation fully.
4. We’ll respond
Once we’ve completed our investigation, we’ll send you a final response explaining what we’ve found, and whether we agree with your complaint. Most complaints are resolved within 15 business days, but more complex cases can take up to 8 weeks.