General issues / Complaints

End User Specific (Through Merchants / Customers):

• Refund issues
• Transaction related issues
• General Queries

Merchants/Customers specific:

• Chargeback related issues
• Transaction related queries and issues
• Refund related explanations/issues
• Payment options activation/deactivation requests
• Settlement/Reports related
• Integration/Tech related issues and queries
• On-Boarding related issues and queries

Team handling complaints

Our teams undergo regular training to ensure that consumer’s queries and grievances are handled in an appropriate manner. They are encouraged to work in a manner which helps us in offering a first- time resolution and in turn build the consumer trust and confidence. This reflects in both the operations as well as the customer communications.

Complaint Registration:

Customers / Merchants can register their grievances through various channels, including:

Email: Customers can send an email to our dedicated customer support email address, provided on our website.

Phone: Customers can contact our customer support helpline, which is available during business hours.

Online Form: We offer an online complaint form on our website, where customers can submit their grievances.

Complaint Acknowledgement:

Once a complaint is received, we will acknowledge the complaint within 48 hours. The acknowledgement will include a unique complaint reference number, which the customer can use for future reference.

Investigation and Resolution:

We will initiate a thorough investigation into the customer's grievance. Our dedicated grievance resolution team will review the complaint and take appropriate actions to resolve the issue. This may involve contacting relevant parties, such as banks or merchants, to gather additional information if necessary.

Timely Resolution:

We are committed to resolving customer grievances in a timely manner. We aim to provide a resolution within Seven [7] business days from the date of complaint registration. However, complex cases may require more time for investigation, and we will keep the customer informed about any delays.

Communication and Updates:

Throughout the complaint resolution process, we will maintain regular communication with the customer. We will provide updates on the progress of the investigation and inform the customer about any additional information or documents required.

Escalation:

If a customer is not satisfied with the resolution provided, they can escalate their complaint. We have a designated escalation mechanism where the complaint will be reviewed by a senior management team member. The escalated complaint will be given priority, and efforts will be made to address it promptly.

Final Decision:

Once the investigation is complete, we will communicate the final decision to the customer. If the complaint is found valid, we will provide appropriate remedies or compensation as per our internal policies. If the complaint is not upheld, we will explain the reasons behind the decision to the customer.

Feedback and Continuous Improvement:

We value customer feedback and consider it essential for improving our services. After the complaint is resolved, we may request customers to provide feedback on their experience and suggestions for improvement. This feedback will be used to enhance our processes and address any shortcomings identified during the grievance resolution process.

Procedure (Standard Operating Procedure)

Introduction:

This SOP outlines the procedures for handling customer grievances related to We operations in India. Our goal is to provide timely and effective resolution of customer complaints while maintaining high standards of professionalism, integrity, and customer service.

Customer Grievance Handling Process:

1. Receipt of Complaint: Customers can lodge complaints through various channels such as email, phone, or our website. The customer service team will acknowledge the complaint and provide a reference number for tracking purposes.
2. Investigation: The customer service team will investigate the complaint to understand the issue and gather relevant information. If necessary, the team will seek assistance from other departments such as technical support, risk management, or compliance.
3. Resolution: The customer service team will provide a resolution to the complaint within a reasonable time frame. The resolution may involve corrective action such as refund, chargeback, or other forms of compensation. The team will communicate the resolution to the customer and seek their acceptance.
4. Escalation: If the customer is not satisfied with the resolution, they can escalate the complaint to the next level of management. The escalation process should be clearly communicated to the customer, and their complaint should be handled with priority and urgency.
5. Documentation: All complaints and their resolution should be documented in a complaint register for tracking and analysis purposes. The customer service team should periodically review the register and identify trends and areas for improvement.

Turn Around Time (TAT)

The Company will also have dedicated resources who will be responsible to ensure that all complaints raised by the merchants are addressed and closed as per stipulated TAT. Typical, TAT followed to resolve any queries/ complaints will be as follows;

Customer Redressal Mechanisms:

1. Customer Service: Customers can contact our customer service team through various channels such as phone, email, or chat. The team should be well-trained and equipped to handle customer queries and complaints in a professional and courteous manner.
2. Nodal Officer: We have designated a nodal officer for grievance redressal as per the regulations. The nodal officer will handle complaints that are not resolved satisfactorily by the customer service team. The nodal officer's contact details should be prominently displayed on our website and other communication channels.
3. Ombudsman: Customers can also approach the ombudsman appointed by the regulatory authority for redressal of grievances. We will cooperate with the ombudsman in resolving complaints and provide all necessary information and assistance.

Escalation Matrix

Conclusion:

We are committed to providing our customers with a reliable and secure payment aggregator service. Our customer grievance and redressal procedures are designed to ensure that customers have a hassle-free experience and their complaints are resolved in a timely and effective manner. All employees involved in customer service and complaint handling must familiarize themselves with these procedures and comply with them at all times.