Handling Customer Grievances

Introduction

Payswiff's board-approved policies for handling grievances of customers are classified as under:

• Disposal of Complaints
• Dispute Resolution Mechanism
• Refund Processing Timelines

All of the above policy matters bind all participants i.e. Customer, Merchant and Payswiff and shall contain detailed explanation of the types of disputes, the process of dealing with them, the compliance required, responsibilities of all the stakeholders, documentation, reason codes and procedures for addressing the grievance, turn-around-time for each stage, etc.

Multilevel support and nodal officer details

We have also provided the details of multi-level support as well as details of the Nodal Officer who would be responsible for regulatory and customer grievance handling functions.

Disposal of Complaints

Common queries and resolutions with TATs:

Dispute Resolution Mechanism

Customers can raise dispute for the following reasons:

• Transaction amount is different.
• Request is made for the copy of the receipt.
• Merchandise is defective or damaged.
• Alleged fraudulent transaction investigated by the acquiring bank.
• Multiple charges for the same order.
• Merchant agreed to issue refund on merchandise returned or for any other reason.
• Merchandise not as advertised.
• Customer did not engage in or authorize this transaction.
• Merchandise has not been delivered.
• Service not received from merchant.
• Order was cancelled.

How we manage disputes at Payswiff

All disputes/chargebacks will be communicated to merchant via email to their registered email id with a target date. Merchants can reply to the email with requested supporting documents or seeking clarifications.

1. Supporting Documents

Payswiff may request for a set of supporting documents for cases that need further investigation. These documents could include Invoice copy with merchant name, transaction date, details of products/services and amount, Authorization Letter from the customer, etc. Merchants can respond by attaching the required documents with a clarification message.

2. Dispute Resolution

Once a chargeback or dispute is received, it will be marked as “Open” Status.

Transaction details of received chargeback will be communicated to merchant’s registered email id and list of documents required to contest the chargeback along with the target date will be provided in that email. Status will be marked as “Pending”.

Merchant can respond to the email along with requested supporting documents. Payswiff will review those documents and forward them to acquiring bank. Status will be marked as “Contested”.

If acquiring banks accepts the provided documents, Chargeback will be marked in favour of Merchant and status will be marked as “Won”.

If the merchant does not provide required valid supporting documents within the target date or the supporting documents are not acceptable by Acquiring bank or card schemes, chargeback will be marked in favour of customer and status will be marked as “Lost” to merchant.

Refund Processing Timelines

Payswiff has a very stringent mechanism to deal with refunds of failed transactions (transactions charged to customer but not returned to Payment Aggregator and, in turn, to merchant, hence no services are rendered).

We can reconcile dropped transactions in 2 ways:

1. We initiate server-to-server API calls with banks on periodic basis throughout the day to fetch the status of transactions. Such cases are sent to bank for reversal on T+1.
2. For banks who do not provide the API-based reconciliation mechanism, we reconcile with the offline files received from the banks on the next working day. Thus, refunds for such transactions are sent within T+2 Days.

Customer Grievances Nodal Officer