Canadian Merchant Payment Complaint Process

This process covers complaints about ShopWrk payment services, including concerns under Canada's Code of Conduct for the Payment Card Industry.

Tell us about the issue

Email support@shopwrk.com or contact support in your ShopWrk dashboard. Tell us your business name, the issue, relevant dates or transactions, what you expected, and how we can reach you. You may raise a concern in your own words; you don't need to cite the Code of Conduct or use legal language.

What happens next

We acknowledge your complaint within 5 business days. We investigate in order of urgency, keep you informed, and address it within 20 business days. If we cannot respond within 20 business days, we tell you why and when to expect our response.

Our written final response summarizes your complaint, the investigation result, our decision and reasons, and your options to escalate. We include the complaint-handling form.

If you are dissatisfied

After our process, you may contact:

• Finix Canada, Inc.: support@finix.com; Finix complaint process; 1-415-888-5080.
• Peoples Trust Company, the Canadian acquirer: merchantacquiring@peoplestrust.com; merchant acquiring concerns; 1-844-304-2083.
• The relevant payment card network. Ask us or Finix for the appropriate network complaint channel for your transaction.

You may contact the Financial Consumer Agency of Canada (FCAC) about a possible Code violation at any stage. Learn about the Code and FCAC's role. FCAC supervises compliance; it does not resolve individual disputes or award compensation.

We record complaints and responses, monitor outcomes, and report Code-related complaints to management and Finix. We retain each complaint record for at least seven years after closure, subject to any longer legal hold or contractual requirement.