Tell us what happened
Send the relevant timeline, invoice or order reference, supporting evidence and the outcome you are requesting.
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Customer care
A concern deserves a clear owner.
Use this process for service delivery, communication, billing, refund, payment, privacy or conduct concerns. Odoie records the issue, reviews the evidence and gives you a written outcome.
1 dayAcknowledgement target
3 daysInitial response target
10 daysResolution target
Direct support
Start with Odoie.
[email protected] ↗ +92 300 0876536For urgent account or security risk, write “URGENT SECURITY” in the email subject and rotate any exposed credential immediately.
The mechanism
Four steps.
A documented outcome.
A complaint is handled fairly, without retaliation, and without requiring you to give up mandatory consumer, payment or legal rights.
Acknowledgement and owner
Odoie aims to acknowledge a complete complaint within one business day and assign a person responsible for it.
Review and resolution
We review the agreement, delivery and payment records, ask focused questions, and aim for a fair written outcome within 10 business days.
Escalate when needed
If you disagree, request a founder review. Payment-provider, bank and legal complaint rights remain available where applicable.
A useful complaint includes
Enough detail to investigate—without exposing secrets.
- Your name and a reliable contact method
- Invoice, order or transaction reference
- Dates, agreed scope and what happened
- Relevant screenshots or redacted evidence
- The resolution you believe is fair
Do not send
Passwords, CVV, OTPs, complete card numbers, private keys, or unredacted CNIC and bank documents. Odoie and its payment providers do not need those secrets to identify a complaint.
Submit your complaint
Creates a tracked case in Odoo. Do not include secrets.
Escalation
If the first answer does not resolve it.
Reply to the written outcome and request a review by Israr Gul, Founder & Lead Architect. Explain what evidence or issue you believe was missed. Odoie aims to complete that review within five additional business days.
Safepay or PayFast
First contact Odoie. If we are unresponsive or the matter concerns provider processing, use the provider’s support or complaint route.
Contact your bank promptly
If you do not recognise a transaction, contact your bank and the payment provider immediately. This process does not replace a bank fraud or chargeback report.
SBP consumer guidance ↗