Dispute and Complaint Resolution

Last Updated: October 24, 2025

We are committed to providing excellent service and resolving any issues promptly and fairly. This page explains how to file disputes, submit complaints, and what to expect during the resolution process.

Our Commitment to You

Fair Resolution Process

We promise to:

• ✅ Listen Carefully - Take every complaint seriously
• ✅ Respond Promptly - Acknowledge within 24-48 hours
• ✅ Investigate Thoroughly - Review all evidence and facts
• ✅ Communicate Clearly - Keep you informed throughout the process
• ✅ Resolve Fairly - Make decisions based on facts and policy
• ✅ Learn and Improve - Use feedback to prevent future issues

Your Rights

You have the right to:

• File a complaint without fear of retaliation
• Receive a fair and unbiased review
• Access all relevant information about your case
• Escalate unresolved issues to higher management
• Seek external mediation or arbitration if needed
• Request a refund if eligible under our policies

Types of Issues We Handle

Billing Disputes

Common billing issues we can resolve:

Unauthorized Charges

• Charges you didn't authorize
• Duplicate transactions
• Incorrect billing amounts
• Subscription billing errors
• Failed cancellation processing

Payment Issues

• Payment method declined incorrectly
• Currency conversion errors
• Applied discounts not reflected
• Promotional code problems
• Refund processing delays

Invoice Discrepancies

• Missing or incorrect invoices
• Tax calculation errors
• Billing address mistakes
• Payment allocation issues

Service Quality Complaints

Issues related to service performance:

Technical Problems

• Service outages or downtime
• Performance degradation
• Feature malfunctions
• Data synchronization issues
• Integration failures

Support Issues

• Delayed or inadequate support responses
• Unhelpful or incorrect information
• Difficulty reaching support team
• Unresolved technical issues
• Poor customer service experience

Feature Limitations

• Advertised features not working
• Functionality changes without notice
• Missing promised capabilities
• Unexpected service restrictions

Account Issues

Account-related disputes:

Access Problems

• Account locked or suspended incorrectly
• Login or authentication issues
• Password reset problems
• Two-factor authentication failures
• Unauthorized account access

Data Concerns

• Missing or lost data
• Data export difficulties
• Privacy violations
• Unauthorized data sharing
• Data retention issues

Account Closure

• Difficulty canceling account
• Data not deleted after cancellation
• Unexpected charges after closure
• Refund disputes after cancellation

Policy Disagreements

Disputes about policy enforcement:

• Terms of service interpretation
• Acceptable use policy violations
• Account suspension decisions
• Feature access restrictions
• Refund policy application

How to File a Complaint

Before You File

Recommended first steps:

Check Our Resources

• Help Center: help.pupam.com - Search for solutions
• FAQ: Common issues and answers
• Status Page: status.pupam.com - Check for known outages
• Community Forum: See if others have similar issues

Contact Regular Support First

Many issues can be resolved quickly through:

• Live Chat: Instant support during business hours
• Email Support: support@pupam.com
• Phone Support: +1 (555) 123-4567

Tip: Try regular support channels first - formal complaints should be reserved for unresolved issues.

Filing a Formal Complaint

If your issue isn't resolved through regular support:

Email Complaint

Send detailed information to:

Email: complaints@pupam.com

Subject Line: [COMPLAINT] Brief description of issue

Include:

• Your account email and ID
• Ticket number from previous support interactions
• Detailed description of the problem
• Timeline of events
• Evidence (screenshots, emails, receipts)
• Previous resolution attempts
• Desired outcome or resolution

Online Complaint Form

Use our structured complaint form:

URL: pupam.com/complaints

Benefits:

• Guided step-by-step process
• Automatic evidence upload
• Case tracking number
• Status updates via email
• Priority routing to appropriate team

Written Complaint

Send a formal letter to:

Mailing Address:
Pupam Complaint Resolution Department
[Street Address]
[City, State, ZIP]
[Country]

Include:

• Cover letter explaining the issue
• Copies of relevant documentation
• Timeline of events
• Contact information
• Preferred resolution method

Resolution Process Timeline

Overview

Our standard resolution process:

Detailed Steps

Acknowledgment (24-48 hours)

What happens:

• Complaint logged in our system
• Case number assigned
• Confirmation email sent
• Initial priority assessment

What you receive:

• Case reference number
• Estimated timeline
• Assigned case manager contact
• Next steps information

Initial Review (3-5 business days)

Our team will:

• Review your complaint details
• Gather relevant account information
• Check previous support interactions
• Identify applicable policies
• Request additional information if needed

You may be contacted for:

• Clarification of details
• Additional evidence
• Authorization for account review
• Preferred resolution options

Investigation (7-14 business days)

Investigation includes:

• Technical analysis of reported issues
• Review of system logs and records
• Consultation with relevant departments
• Verification of claims and evidence
• Policy and legal review
• Financial audit if needed

Complex cases may require:

• Extended investigation time
• Third-party verification
• Legal consultation
• Management escalation

Decision (14-21 business days)

We will provide:

• Detailed findings report
• Explanation of decision
• Supporting evidence
• Resolution offer
• Implementation timeline
• Appeal rights information

Possible outcomes:

• ✅ Complaint Upheld - Issue confirmed, resolution provided
• ⚖️ Partial Resolution - Some issues addressed, others not applicable
• ❌ Complaint Denied - No policy violation found, with explanation
• 🔄 Alternative Resolution - Different solution proposed

Implementation (3-7 business days)

Resolution actions may include:

• Refund processing
• Credit or compensation
• Service restoration
• Policy exception granted
• Account adjustment
• Technical fix applied
• Process improvement

Follow-up (7 days after resolution)

We will:

• Confirm resolution implemented
• Check your satisfaction
• Answer any remaining questions
• Document lessons learned
• Close the case formally

Escalation Options

When to Escalate

Escalate if:

• Resolution not provided within stated timeline
• You disagree with the initial decision
• Case manager is unresponsive
• Resolution not properly implemented
• New evidence becomes available
• Similar issues continue to occur

Escalation Levels

Level One: Senior Case Manager

Contact: escalations@pupam.com
Timeline: 5-7 business days
Process: Senior review of case and decision

Level Two: Department Manager

Contact: management@pupam.com
Timeline: 7-10 business days
Process: Management review and policy consideration

Level Three: Executive Team

Contact: executive@pupam.com
Timeline: 10-14 business days
Process: C-level review for complex or high-impact cases

Level Four: External Mediation

Process: Independent third-party mediation
Timeline: 30-60 days
Cost: Typically shared or company-paid

Refund and Compensation

Refund Eligibility

You may be eligible for a refund if:

Service Issues

• ✅ Service was unavailable for extended period
• ✅ Advertised features were not delivered
• ✅ Service quality significantly below standard
• ✅ Technical issues prevented usage
• ✅ Unauthorized charges occurred

Timeframes

• Full Refund: Within 30 days of purchase
• Partial Refund: 31-60 days, prorated
• Credit/Compensation: After 60 days or for service issues

Non-Refundable Situations

• ❌ Services already fully rendered
• ❌ Violation of terms of service
• ❌ Change of mind after free trial
• ❌ Failure to use purchased services
• ❌ Third-party service issues beyond our control

Refund Process

How refunds are processed:

Request Submission

• File refund request via complaint process
• Provide purchase receipt and reason
• Include evidence of issue (if applicable)

Review Timeline

• Standard Request: 5-7 business days
• Dispute Resolution: 14-21 business days
• Chargeback Investigation: 30-60 days

Payment Method

Refunds issued to:

• Original payment method (preferred)
• Account credit (if original method unavailable)
• Check or wire transfer (international cases)

Processing Time

• Credit/Debit Card: 5-10 business days
• PayPal: 2-5 business days
• Wire Transfer: 7-14 business days
• Account Credit: Immediate

Alternative Compensation

When refunds aren't applicable:

• Service Credits - Future use discount
• Feature Upgrades - Premium features at no cost
• Extended Service - Additional months free
• Priority Support - Dedicated support access
• Custom Solutions - Tailored service adjustments

External Resolution Options

Regulatory Complaints

If we cannot resolve your complaint:

Consumer Protection Agencies

United States:

• Federal Trade Commission (FTC)
• Better Business Bureau (BBB)
• State Attorney General Consumer Protection Division

European Union:

• European Consumer Centre (ECC-Net)
• National consumer protection authorities
• Online Dispute Resolution (ODR) platform

Other Regions:

• Local consumer protection agencies
• Industry regulators
• Trade associations

Financial Disputes

For payment and billing disputes:

Credit Card Chargeback:

• Contact your card issuer
• File within 60 days of charge
• Provide documentation

PayPal Dispute Resolution:

• Open dispute in PayPal Resolution Center
• File within 180 days of transaction

Banking Ombudsman:

• For wire transfer or banking issues

Legal Action

Small Claims Court

For disputes under threshold (varies by jurisdiction):

• No attorney required
• Quick resolution (typically 30-90 days)
• Lower cost than full litigation

Arbitration

Per our Terms of Service:

• Binding arbitration for unresolved disputes
• Neutral third-party arbitrator
• Faster and less expensive than court
• Decision is final and enforceable

Class Action

In some cases:

• Waived per Terms of Service
• May be available for certain claims
• Check with legal counsel

Prevention and Communication

How to Avoid Disputes

Best practices:

• ✅ Read Terms Carefully - Understand what you're agreeing to
• ✅ Keep Records - Save receipts, emails, and documentation
• ✅ Monitor Billing - Review statements regularly
• ✅ Use Services Properly - Follow usage guidelines
• ✅ Contact Support Early - Address issues before they escalate
• ✅ Provide Accurate Info - Ensure billing and contact details are correct

We're Here to Help

Our goal is resolution, not conflict:

• Open and honest communication
• Willingness to listen and understand
• Fair assessment of situations
• Reasonable solutions when possible
• Learning from mistakes
• Continuous improvement

Frequently Asked Questions

How long does complaint resolution take?

Standard cases: 14-21 business days
Complex cases: 30-45 business days
Urgent cases: 3-7 business days (critical service issues)

Can I speak to someone directly?

Yes! Call our complaints hotline: +1 (555) 123-COMPLAINT
Available: Monday-Friday, 9am-6pm EST

What if I'm not satisfied with the resolution?

You have several options:

• Request escalation to higher management
• Seek external mediation
• File regulatory complaint
• Pursue arbitration (per Terms of Service)

Will filing a complaint affect my account?

No. You have the right to file complaints without any negative impact on your:

• Account standing
• Service access
• Future support
• Pricing or terms

Can complaints be filed anonymously?

For investigation purposes, we need account information. However:

• Your complaint is kept confidential
• Only relevant staff will access case details
• We protect your privacy throughout the process

What evidence should I provide?

Helpful evidence includes:

• Screenshots of errors or issues
• Email correspondence
• Receipt or invoice copies
• Timeline of events
• Previous support ticket numbers
• Account activity logs

Do you report complaint statistics?

Yes, we publish:

• Quarterly transparency reports
• Complaint volume and categories
• Average resolution times
• Outcome statistics
• Improvement initiatives

View Reports: transparency.pupam.com

Contact Information

Complaints Department

Email: complaints@pupam.com
Phone: +1 (555) 123-COMPLAINT
Hours: Monday-Friday, 9am-6pm EST
Web Form: pupam.com/complaints

Escalations

Email: escalations@pupam.com
Phone: +1 (555) 123-ESCALATE

Urgent Issues

For critical service outages or security issues:

Emergency Hotline: +1 (555) 123-URGENT
Available: 24/7

Your Feedback Matters

Help us improve our services and complaint resolution process:

• Submit Feedback: feedback.pupam.com
• Rate Your Experience: Post-resolution survey
• Join Advisory Board: Influence policy improvements

We're committed to making things right. If you're experiencing issues with our service, please don't hesitate to reach out. We value your business and want to ensure you have the best possible experience.