TradeX is committed to providing a robust grievance resolution framework to address user concerns effectively. This article outlines the reporting mechanism, response commitment, and escalation pathways for resolving grievances.

Reporting Mechanism

Initial Support Channels

• In-App Support: Access support directly through the TradeX app for immediate assistance.
• FAQ Section: Explore the frequently asked questions for quick answers to common queries.
• Telegram Community: Engage with the community for peer support and shared experiences.

Ticket Submission Process

• Provide Detailed Information: Clearly describe the issue to facilitate accurate resolution.
• Include Transaction IDs: Attach relevant transaction IDs for reference.
• Attach Supporting Documentation: Provide any additional documents that support your case.

Response Commitment

• Acknowledgment: Expect an acknowledgment of your submission within 2-3 working hours.
• Resolution Target: Aim to resolve issues within 3 business days.
• Complex Issues: Some cases may require additional time for a thorough resolution.

Escalation Pathway

• Initial Support Ticket: Begin with submitting a detailed support ticket.
• Grievance Officer Contact: If unresolved, contact the Grievance Officer at grievance@tradexapp.co.
• Detailed Documentation Required: Provide comprehensive documentation to support your grievance.

TradeX is dedicated to ensuring user satisfaction through timely and effective grievance resolution, facilitating a seamless trading experience for all users.