Customer Grievance Redressal Policy
- Issues relating to the order: In the event that the Customer does not receive the goods or services from the relevant Merchant within the timeline as may be prescribed, or if the goods or services are defective, damaged or not in line with the description as ordered by the Customer, or for any other concern relating to the goods or services, the Customer is encouraged to directly contact the relevant Merchant as early as possible to resolve any issue(s) pertaining to the specific product or service, in accordance with such Merchant’s policies. In the event that the grievance does not get resolved through a dialogue directly with the Merchant within 10 (ten) working days of raising the grievance, the Customer may contact R360 Payment Services Limited, providing necessary details of the particular order, payment transaction ID, description of the grievance, and details of the correspondence(s) with the Merchant. R360 Payment Service Limited support team will forward the request to the concerned Merchant providing the goods or services, and endeavor to mediate and amicably resolve the grievances of the Customer.
- Cancellation/ returns/ refunds: R360 Payment Services Limited only facilitates Payment Services for the Merchants for any orders placed by their customers for purchase of goods or services, and is not responsible for fulfilling the order, or handling the shipping, dispatch or order delivery. The Customer should directly contact the relevant Merchant as early as possible for any queries relating to cancellation and returns in accordance with such Merchant’s policies. Once a refund is initiated at the Merchant’s end with respect to any cancellation or return (for which a confirmation email should be sent to the Customer by the Merchant), R360 Payment Services Limited will credit the refund into the Customer’s account within 3 (three) days of receiving the refund amount from the relevant Merchant. In the event of a failed transaction and the amount has been debited from the Customer’s account, the refund should be credited into the Customer’s account in compliance with the timelines prescribed under the RBI’s TAT Circular (defined below). The Customer may contact the Merchant directly for any further details in case the Customer does not receive the refund amount, or if the confirmation email is not received, for refunds initiated at the Merchant’s end. For any cancellation or refund related issues that remain unresolved, the Customer can contact the R360 Payment Services Limted support team, who will endeavor to mediate and amicably resolve the grievances of the Customer vis-à-vis the relevant Merchant.
- Enquiries about transaction/ refund status: Details regarding confirmation of an order, or refund status for any cancelled or failed transactions (including for different payment modes available) will be provided to the Customers via their email registered with the relevant Merchants.
Grievance Redressal and Escalation Matrix
R360 Payment Service Limited has a dedicated team and an internal workflow to ensure that all grievances registered with the Company are recorded in a complaint management system for further resolution on a priority basis. Once a grievance is raised with the Company, it is registered as a ticket with a unique ID, assigned to the respective department/ team depending on the nature and category of the grievance, followed up with the respective department/ team, and then resolved through compilation and drafting of a final response. Additionally, for grievances related to failed or cancelled transactions, the Company has an internal mechanism to coordinate with the Merchants and Payment Partners for the purpose of processing of the applicable refunds to the Customers in accordance with applicable laws.
The Company has formulated the below described escalation matrix comprising of different support channels so that the grievances of Customers are acknowledged, identified, assigned to the respective team/ division, and addressed in a transparent and timely manner. Submitting grievances through the below mentioned support channels will ensure that they are routed to the appropriate customer support team in the Company and processed expeditiously. At the time of raising a grievance through any of the support channels mentioned below, it is recommended that the Customer provides complete details of the transaction as contained the Customer Grievance Form. The Company may request for additional documents from a Customer, if needed.
- Level 1: Customers can register their grievances with the Company’s support team via the 24×7 support center by calling or writing to the Company, setting out all the necessary details regarding the transaction and description of the grievance. The Company’s support team will acknowledge the grievance within 24 (twenty-four) hours, promptly assign it to the concerned department based on the nature and category of the grievance, and attempt to resolve the grievance within 7 (seven) to 15 (fifteen) working days. Certain grievances may require coordination and action by other third parties and factors not in the control of the Company, and if the Company requires additional time, it will be informed to the Customer along with the reason of delay and expected resolution timelines.
- Level 2: If the Customer is not satisfied with the resolution offered under Level 1 above, the Customer can escalate the grievance by writing to the Company’s Senior Executive, setting out the necessary details regarding the transaction, description of the grievance, and the reason for dissatisfaction with respect to the resolution offered under Level 1 above, and the same will be responded to within 7 (seven) working days. The Senior Executive will co-ordinate and liaise with different department heads or third parties, for a timely resolution of the grievance.
- Level 3: In the event that any grievance through the above channels is not resolved within the prescribed time-frame under the policy, or if the Customer is not satisfied with the resolution offered through the above channels, the Customer can approach the Nodal Officer appointed by the Company, through the contact details provided below.
- Level 4: In the event that any grievance through the above channels is not resolved within 1 (one) month of filing the complaint with the Company, the Customer can reach out to the Ombudsman for Digital Transactions under the Ombudsman Scheme for Digital Transactions, 2019 issued by the Reserve bank of India, which is available at https://rbidocs.rbi.org.in/rdocs/Content/PDFs/OSDT31012019.pdf.
Nodal Officer
The details of the Nodal Officer appointed by the Company for customer grievance in relation to the Payment Services are as follows:
Mr. Ravindra S
R360 Payment Services Private Limited
2/2, Lavelle Road, Bangalore – 560001, Karnataka, India