Your Satisfaction, Our Priority
At Swipey, we're committed to delivering a smooth, reliable experience for your business. If something doesn't meet your expectations, we want to hear about it. Your feedback helps us improve and serve you better.
📬 How to Lodge a Complaint
You can reach us through any of the following channels. We recommend including as much detail as possible so we can resolve things faster.
| 💬 | WhatsApp Message us at +603 9213 1099. Fastest way to get a response. |
| 📧 | Email hi@swipey.co — Include your company name and a description of the issue. |
| 🌐 | Help Center help.swipey.co — Browse articles that help you understand further. |
📋 What to Include in Your Report
To help us investigate and resolve your complaint as quickly as possible, please share:
- Your name and registered company name
- A clear description of the issue — what happened, when, and how
- Any relevant transaction IDs, dates, or screenshots (if any)
- Your desired outcome or what resolution you're looking for
⏱️ What Happens Next?
| Stage | Timeframe | What We Do |
|---|---|---|
| Acknowledgement | Within 4 business hours | We confirm we've received your complaint and assign it to the right team member. |
| Investigation | 7–14 business days* | Our team reviews the case, gathers relevant information, and works toward a resolution. |
| Resolution | Up to 14 business days | We provide a final response with the outcome, and where applicable, any remedial steps taken. |
* Timelines above are based on Swipey's internal processes. Cases that require third-party investigation (e.g. card networks, banking partners) may take longer and are outside of Swipey's direct control. We'll keep you updated throughout.
🤝 Our Commitment
Every complaint is treated seriously and reviewed fairly. We see your feedback as an opportunity to make Swipey better, not just for you, but for every business that trusts us to manage their spend. Thank you for taking the time to let us know.
