Legal
Complaints & Dispute Handling Policy
Vertex Commercial ("Vertex Commercial," "we," "us," or "our") provides the Vertex Commercial CRM and operations platform and related business services.
We aim to address legitimate Customer concerns fairly, consistently, and based on the relevant facts, commercial agreement, service records, payment information, and applicable law.
This Complaints & Dispute Handling Policy explains how Customers can raise concerns relating to Vertex Commercial Services, subscriptions, billing, cancellations, refunds, payments, service delivery, account access, and other aspects of their commercial relationship with Vertex Commercial.
This Policy should be read together with the Terms of Service and Billing, Cancellation & Refund Policy.
- Last updated
- August 13, 2026
- Applies to
- vertexcommercial.io
- Provided by
- Vertex Commercial
Raising a Complaint
1. Who Is Responsible for Customer Complaints
Vertex Commercial is the provider of the Vertex Commercial Services and is responsible for addressing complaints concerning its own Services and commercial relationship with Customers.
Vertex Commercial may use third-party infrastructure, payment service providers, financial institutions, integration providers, and other service providers as part of delivering or supporting the Services.
The involvement of a third-party provider does not eliminate Vertex Commercial's responsibility to review complaints concerning Vertex Commercial Services where Vertex Commercial is the appropriate party to address the issue.
Where a matter is controlled by an independent third party, Vertex Commercial may explain that fact and, where appropriate, cooperate with the relevant provider or direct the Customer to the appropriate process.
2. What This Policy Covers
Customers may use this process to raise concerns relating to matters such as:
- Vertex Commercial subscriptions;
- invoices;
- billing;
- recurring payments;
- renewal;
- cancellation;
- non-renewal;
- refunds;
- credits;
- duplicate charges;
- incorrect charges;
- unrecognized or potentially unauthorized charges;
- failed payment handling;
- account access;
- implementation;
- service delivery;
- product access;
- support;
- contractual obligations;
- data export or account closure;
- other Vertex Commercial service-related concerns.
Information about how Vertex Commercial Services are delivered, including activation and implementation timing, is available on the Service Delivery page.
Privacy requests and security reports may follow additional processes described in the Privacy Policy, Data Processing Information, and Security page.
3. How to Submit a Complaint
Customers may submit a complaint to Vertex Commercial by email at [email protected].
Customers may also contact Vertex Commercial using the telephone number published on the Vertex Commercial website: +1 (505) 298-3585.
Written complaints are encouraged where the matter involves billing, cancellation, refunds, disputed charges, or other issues for which a clear record of the request may assist investigation.
A Customer is not required to use legal terminology or identify a particular contractual clause in order to raise a legitimate complaint.
A Customer is not required to make an ordinary complaint by telephone.
4. Information to Include
To help Vertex Commercial identify and review the issue, a complaint should include information reasonably relevant to the matter.
Depending on the complaint, useful information may include:
- Customer company name;
- name of the person submitting the complaint;
- account email;
- relevant invoice number;
- transaction date;
- transaction amount;
- subscription or Service involved;
- date of a cancellation or refund request;
- description of the issue;
- relevant communications;
- other information reasonably necessary to locate the account or transaction.
Customers should provide only information reasonably necessary to investigate the complaint.
5. Sensitive Information
Customers should not send unnecessary sensitive information through ordinary email.
In particular, Customers should not email:
- complete payment-card numbers;
- card security codes;
- passwords;
- authentication secrets;
- private API credentials;
- unnecessary government identification documents;
- unrelated Customer Personal Data.
Vertex Commercial may request additional verification where reasonably necessary to authenticate the Customer, protect an account, prevent fraud, or investigate a disputed transaction.
6. Authorization to Raise a Complaint
A complaint concerning a Customer account should normally be submitted by an individual authorized to act for the Customer.
Vertex Commercial may take reasonable steps to verify that the person requesting account changes, refunds, cancellations, disclosure of account information, or other sensitive actions is authorized to act for the Customer.
Verification requirements should be proportionate to the nature and risk of the requested action.
Verification should not be used merely to create unnecessary obstacles to a legitimate complaint or cancellation request.
Complaint Review
7. Initial Review
When Vertex Commercial receives a complaint, we may first review whether sufficient information is available to identify the relevant Customer, Service, account, invoice, payment, or event.
If additional information is reasonably necessary, Vertex Commercial may request it from the Customer.
Vertex Commercial may also identify whether the matter should be handled as:
- a service complaint;
- a billing question;
- a refund request;
- a cancellation or non-renewal matter;
- a potentially unauthorized transaction;
- a security issue;
- a privacy issue;
- a contractual dispute;
- another type of Customer concern.
Categorization is intended to help route the matter appropriately and does not limit the substance of the Customer's complaint.
8. Investigation
Vertex Commercial will review relevant information reasonably available in connection with a complaint.
Depending on the issue, the review may include:
- applicable Order Forms;
- commercial proposals;
- subscription records;
- invoices;
- payment records;
- transaction identifiers;
- payment status;
- recurring-payment authorization information;
- renewal records;
- cancellation records;
- refund records;
- account-access information;
- service-activation records;
- implementation records;
- communications with the Customer;
- relevant support records;
- relevant system or operational records;
- applicable policies;
- other information reasonably relevant to the issue.
Not every category of information will be relevant to every complaint.
9. Fair Review
Vertex Commercial aims to evaluate complaints based on the applicable facts and contractual terms rather than automatically rejecting a concern because payment has already been processed.
Where Vertex Commercial identifies an error for which Vertex Commercial is responsible, Vertex Commercial may take appropriate corrective action.
Corrective action may include, depending on the circumstances:
- correcting account information;
- correcting an invoice;
- correcting a subscription status;
- correcting a cancellation status;
- restoring appropriate service access;
- providing additional service;
- issuing a refund;
- issuing a partial refund;
- issuing a credit;
- reversing an incorrect charge where possible;
- providing an explanation;
- another appropriate remedy.
The appropriate outcome depends on the facts, applicable agreement, payment status, and applicable law.
Service Complaints
10. Service Complaints
A Customer that believes Vertex Commercial Services were not provided in accordance with the applicable commercial agreement may submit a complaint describing the affected Service and the issue experienced.
Vertex Commercial may review:
- the Services purchased;
- applicable implementation scope;
- account availability;
- relevant service records;
- Customer configuration;
- dependencies;
- integrations;
- communications;
- any specific contractual service commitments.
Where an issue can reasonably be corrected, Vertex Commercial may seek to correct the issue before determining whether another remedy is appropriate.
A Customer-specific SLA or service commitment applies only if included in the applicable agreement.
19. Complaints About Service Availability
Customers may report service-availability or access concerns through the ordinary Vertex Commercial contact process.
Vertex Commercial may review relevant availability information, errors, account status, configuration, maintenance, infrastructure events, or third-party dependencies.
The existence of a temporary interruption does not automatically create a refund right unless the applicable commercial agreement, service commitment, or applicable law provides such a remedy.
Any contractual service credit or uptime remedy applies only where expressly agreed.
20. Complaints Involving Third-Party Integrations
A Customer complaint may involve functionality that depends partly on a third-party service or Customer-authorized integration.
Vertex Commercial may investigate the part of the issue within Vertex Commercial's control and may review available integration records.
Where the issue originates solely from an independent third-party system outside Vertex Commercial's control, the Customer may also need to contact that third party.
Vertex Commercial may reasonably cooperate where necessary to understand the integration issue, but cannot guarantee the operation or dispute process of an independent third-party service.
Billing and Payments
11. Billing Complaints
Customers may raise concerns about an invoice, subscription charge, recurring charge, credit, tax treatment, refund, or other billing record.
Vertex Commercial may review the applicable commercial agreement and billing records to determine whether the amount was charged consistently with the agreed terms.
If Vertex Commercial identifies a confirmed billing error, Vertex Commercial may correct the relevant billing record and, where appropriate, issue a refund, credit, or other adjustment.
13. Incorrect Amounts
A Customer may dispute a payment that it believes differs from the amount authorized or contractually due.
Vertex Commercial may compare the payment with:
- the applicable Order Form;
- invoice;
- subscription configuration;
- billing frequency;
- applicable taxes;
- credits;
- adjustments;
- other relevant commercial records.
If the amount is confirmed to be incorrect because of an Vertex Commercial billing error, Vertex Commercial may correct the charge or provide an appropriate adjustment.
17. Failed Payments
A Customer may contact Vertex Commercial if it believes a failed payment was handled incorrectly or if a payment was charged despite appearing to fail.
Vertex Commercial may review the transaction status and available payment-provider information to determine whether the payment was:
- authorized;
- declined;
- pending;
- completed;
- reversed;
- refunded;
- otherwise subject to a payment-status event.
A Customer should not submit repeated payments solely because a previous transaction appears uncertain without first checking available payment status where practical.
18. Recurring Payment Disputes
Where a Customer disputes a recurring subscription payment, Vertex Commercial may review information relevant to whether the recurring payment was authorized and whether the subscription remained active at the time of the disputed charge.
Relevant information may include:
- accepted subscription terms;
- Order Form;
- billing frequency;
- renewal terms;
- payment authorization;
- previous recurring transactions;
- cancellation or non-renewal records;
- communications;
- service-access records;
- invoice information.
Vertex Commercial will not treat a recurring payment as authorized merely because the Customer previously submitted a Contact form, Demo Request, or Solution Quiz.
Recurring billing requires an applicable subscription or commercial arrangement.
21. Payment Service Providers
Vertex Commercial may use third-party payment service providers and financial institutions to process authorized transactions.
Where a billing complaint involves payment processing, Vertex Commercial may communicate with the relevant payment service provider or financial institution as reasonably necessary to investigate or correct the transaction.
The payment service provider may maintain its own technical, fraud, authentication, settlement, and dispute records.
The use of a payment provider does not make that provider responsible for delivering the Vertex Commercial software Services.
Vertex Commercial remains responsible for addressing Customer service and billing concerns relating to Vertex Commercial Services.
39. Tax and Invoice Questions
Customers may raise questions concerning taxes or invoice information associated with Vertex Commercial Services.
Vertex Commercial may review relevant account, billing, and tax information available to it.
Where tax treatment depends on Customer location, exemption documentation, or applicable tax law, Vertex Commercial may request information reasonably necessary to review the issue.
This complaint process does not constitute tax advice.
Cancellation and Refunds
15. Cancellation Complaints
A Customer that believes a cancellation or non-renewal request was not processed correctly may ask Vertex Commercial to review the matter.
Useful information may include:
- date of the cancellation request;
- email or communication containing the request;
- account information;
- subscription involved;
- renewal date;
- subsequent charge, if any.
Customers may submit a cancellation or non-renewal request through the online Cancel or Prevent Renewal page.
Vertex Commercial may review cancellation records and relevant communications to determine whether the subscription continued consistently with the applicable commercial agreement.
If a recurring charge was collected for a renewal period after a valid cancellation had already taken effect and the Customer should not have been charged, Vertex Commercial may provide an appropriate billing correction or refund.
16. Refund Complaints
A Customer may request review of a refund decision or raise a concern where an approved refund appears not to have been processed correctly.
Refund eligibility is governed by the applicable commercial agreement, Terms of Service, Billing, Cancellation & Refund Policy, and applicable law.
An approved refund may require processing through a third-party payment provider or financial institution.
The time required for an approved refund to appear after successful submission through the payment system may depend on the Customer's bank, card issuer, payment method, card network, or other financial-service participants.
Payment Disputes and Chargebacks
25. Chargebacks and External Payment Disputes
A Customer may have rights to dispute a payment through its bank, card issuer, payment provider, or applicable payment network.
Nothing in this Policy prevents a Customer from exercising those rights.
Where Vertex Commercial receives a chargeback, request for information, payment dispute, fraud notification, or similar payment-system case, Vertex Commercial may review and provide relevant information through the applicable dispute process.
Depending on the dispute, information may include:
- transaction information;
- invoice;
- Order Form;
- subscription terms;
- payment authorization;
- recurring-payment authorization;
- service-delivery information;
- account-access information;
- cancellation records;
- refund records;
- communications;
- other relevant evidence.
Vertex Commercial will not knowingly submit fabricated, misleading, or materially false evidence in a payment dispute.
Disputes Involving an Individualized Payment Link
If a Customer has a concern about a payment made through an individualized payment link, the Customer may contact Vertex Commercial at [email protected].
Vertex Commercial may review the applicable commercial agreement, payment link reference, invoice, amount, currency, transaction status, Customer communications, and other relevant records available to Vertex Commercial.
If the payment link did not reflect the commercial terms agreed with the Customer, Vertex Commercial may investigate and take appropriate corrective action where warranted.
Nothing about the use of an individualized payment link limits applicable rights a Customer may have through its bank, card issuer, payment provider, payment network, or applicable law.
26. Existing Refunds and Chargebacks
If a payment is already subject to a chargeback or formal payment dispute, the available refund process may depend on the status of that dispute and the capabilities or rules of the applicable payment provider or payment network.
Vertex Commercial may coordinate the appropriate resolution method through the applicable payment system.
A Customer should not assume that the absence of a separate refund transaction during an active chargeback means that Vertex Commercial has ignored the matter.
The financial resolution may need to occur through the dispute process itself depending on the status of the payment.
27. No Chargeback Penalty
Vertex Commercial does not impose a separate public chargeback penalty merely because a Customer exercises a legitimate right to dispute a payment.
This does not prevent Vertex Commercial from addressing actual amounts properly due under an applicable agreement or from responding to fraudulent, abusive, or knowingly false claims through lawful processes.
Vertex Commercial will not require a Customer to waive non-waivable payment-dispute rights as a condition of receiving ordinary customer support.
28. No Retaliation for Legitimate Complaints
Vertex Commercial does not intend to penalize Customers merely for raising a good-faith complaint, requesting a refund review, reporting a suspected unauthorized charge, or exercising a legally available payment-dispute right.
This does not limit Vertex Commercial's ability to take appropriate action in response to:
- non-payment of undisputed amounts;
- fraud;
- abusive conduct;
- unlawful activity;
- security threats;
- material breach of an applicable agreement.
31. Payment Dispute Information Sharing
Where necessary to process or respond to a payment dispute, Vertex Commercial may disclose relevant information to participants involved in the transaction or dispute process.
Depending on the payment method, recipients may include:
- payment service providers;
- acquiring institutions;
- card networks;
- card issuers;
- banks;
- fraud-prevention providers;
- other financial-service participants involved in the transaction.
Information shared should be reasonably relevant to the payment, fraud investigation, refund, or dispute.
Payment-system participants may process information according to their own legal and regulatory obligations.
33. Fraudulent or Abusive Complaints
Vertex Commercial may take appropriate measures where there is credible evidence that a complaint or payment dispute is intentionally fraudulent, materially deceptive, abusive, or part of an attempt to obtain Services without payment.
Any such determination should be based on relevant facts rather than on the mere fact that a Customer raised a complaint or chargeback.
Appropriate measures may include:
- additional verification;
- security restrictions;
- preservation of relevant records;
- response through applicable payment-dispute procedures;
- suspension or termination where permitted by the Customer agreement;
- lawful reporting where required or appropriate.
Privacy and Security Complaints
29. Evidence and Recordkeeping
Vertex Commercial may maintain business records reasonably necessary to administer the Customer relationship and address complaints and disputes.
Relevant records may include:
- accepted commercial terms;
- Order Forms;
- invoices;
- payment records;
- subscription status;
- cancellation records;
- refund records;
- service-delivery records;
- account records;
- relevant Customer communications;
- security information;
- other records reasonably necessary to establish the history of the transaction or Service.
Record retention is governed by the applicable Privacy Policy, Customer agreements, accounting and legal requirements, security requirements, and other legitimate business needs.
30. Privacy During Complaint Handling
A complaint may require Vertex Commercial to process personal information concerning the person submitting the complaint, Customer contacts, Authorized Users, billing contacts, or other relevant individuals.
Vertex Commercial will process complaint information for purposes such as:
- identifying the Customer;
- authenticating authority;
- investigating the issue;
- reviewing transactions;
- communicating about the complaint;
- preventing fraud;
- resolving disputes;
- maintaining appropriate business records;
- protecting legal rights;
- complying with applicable obligations.
Additional information about Vertex Commercial privacy practices is available in the Privacy Policy.
32. Confidential Information
A Customer should avoid including unrelated confidential information in a complaint.
Vertex Commercial may need to use or disclose relevant confidential information where reasonably necessary to investigate the complaint, respond to a payment dispute, obtain professional advice, comply with law, or protect legal rights.
Vertex Commercial will not intentionally publish Customer complaint information merely because a complaint has been submitted.
34. Privacy Complaints
Privacy concerns relating to Vertex Commercial's own processing of personal information may be submitted to [email protected].
Privacy rights and request procedures are described in the Privacy Policy.
Where a privacy complaint concerns Customer Personal Data for which a Vertex Commercial Customer acts as controller or responsible business, Vertex Commercial may direct the individual to that Customer or assist according to the applicable Data Processing Agreement and law.
35. Security Complaints
Suspected security vulnerabilities, unauthorized access, account compromise, or other security concerns should be reported to [email protected].
Customers should avoid including passwords, complete payment-card credentials, or unnecessary Customer Personal Data in an initial security report.
36. Complaints From Individuals Who Are Not the Contracting Customer
Vertex Commercial primarily provides Services to business Customers.
An individual who is not authorized to act for the contracting Customer may not be entitled to receive confidential account, subscription, billing, employee, or Customer information.
Vertex Commercial may nevertheless review information submitted by another individual where relevant to privacy, security, fraud, or another legitimate concern.
Disclosure of Customer information will remain subject to authorization, privacy, security, and applicable legal requirements.
Escalation and External Rights
22. Outcome of a Complaint
After reviewing a complaint, Vertex Commercial may communicate an outcome that may include:
- confirmation that the issue was resolved;
- correction of an error;
- refund approval;
- partial refund;
- account credit;
- billing correction;
- subscription correction;
- service correction;
- explanation of the relevant contractual term;
- request for additional information;
- confirmation that the original charge or action was consistent with the applicable agreement;
- another appropriate outcome.
The outcome depends on the facts of the complaint and does not create a guarantee that every complaint will result in a refund or credit.
23. Escalation Within Vertex Commercial
If a Customer believes that material information was overlooked during an initial review, the Customer may reply to the Vertex Commercial communication and request further review.
The Customer should identify the information or aspect of the issue that it believes requires additional consideration.
Vertex Commercial may conduct a further internal review where appropriate.
The availability of internal further review does not prevent the Customer from exercising non-waivable external rights available under applicable law or payment-system rules.
24. Good-Faith Resolution
Vertex Commercial encourages Customers to raise concerns directly so that Vertex Commercial has an opportunity to investigate and, where appropriate, resolve the issue.
Direct communication can help clarify subscription status, identify billing errors, locate cancellation records, process appropriate refunds, or resolve service concerns before additional dispute procedures become necessary.
A request to contact Vertex Commercial directly is not a waiver of any right the Customer may have through a bank, card issuer, payment service provider, card network, regulator, court, or applicable law.
42. Regulatory or External Complaints
Nothing in this Policy prevents a person from contacting a regulator, supervisory authority, financial institution, card issuer, payment provider, court, or other external body where that right is available under applicable law.
Vertex Commercial encourages direct communication where appropriate because some issues can be resolved more efficiently when Vertex Commercial has an opportunity to investigate the relevant account, Service, or transaction.
Direct communication is encouraged but is not a mandatory waiver of external rights.
43. No Admission by Review
Vertex Commercial's decision to investigate a complaint, provide a refund, issue a credit, correct an account, or offer another commercial resolution does not necessarily constitute an admission of legal liability unless Vertex Commercial expressly states otherwise.
Similarly, a Customer's submission of a complaint does not itself establish that a violation or billing error occurred.
Complaints are reviewed based on the relevant circumstances.
Applicable Agreements
37. Prospective Customer Complaints
A prospective Customer may raise concerns about Vertex Commercial website information, demonstrations, commercial communications, or the sales process through the same contact channel.
Submitting a Solution Quiz, Contact request, or Demo Request does not by itself create a paid subscription or recurring-payment authorization.
A prospective Customer that has not entered into a commercial agreement will not be charged merely because it submitted one of those requests.
38. Complaints Concerning Pricing
Vertex Commercial pricing may depend on plan, modules, implementation scope, integrations, Customer requirements, usage, and other commercial factors.
The public website does not establish a universal Customer-specific price where pricing is provided through a commercial proposal or Order Form.
A complaint concerning an agreed price will be reviewed against the applicable commercial documentation.
Vertex Commercial will not create a payment obligation solely from a public pricing inquiry, Demo Request, Contact submission, or Solution Quiz.
40. Applicable Agreements
The outcome of a complaint may depend on the agreements governing the relevant Customer relationship.
Relevant documents may include:
- Order Form;
- subscription agreement;
- Terms of Service;
- Billing, Cancellation & Refund Policy;
- Data Processing Agreement;
- statement of work;
- other written commercial terms agreed between Vertex Commercial and the Customer.
Where a negotiated agreement contains terms that differ from this public Policy, the negotiated agreement controls according to its terms.
41. Governing Law and Formal Legal Disputes
This Policy provides an operational process for Customer complaints and does not replace the governing-law and dispute provisions in the Terms of Service or an applicable negotiated Customer agreement.
Formal legal disputes remain subject to those applicable contractual provisions and applicable law.
44. Changes to This Policy
Vertex Commercial may update this Complaints & Dispute Handling Policy to reflect changes in the Services, payment arrangements, complaint procedures, legal requirements, or business operations.
The current version will be published on this page with an updated "Last updated" date.
A change to this public Policy does not by itself override Customer-specific dispute provisions contained in an existing negotiated agreement.
Contact Vertex Commercial About a Complaint
45. Contact Vertex Commercial
To raise a complaint concerning Vertex Commercial Services, subscriptions, billing, cancellations, refunds, payments, or another Customer matter, contact:
For billing or payment matters, please provide enough information for Vertex Commercial to identify the relevant Customer account, invoice, or transaction, but do not send complete payment-card numbers or card security codes by email.
Last updated: August 13, 2026