Handling Customer Grievances

Introduction

Consistent growth in online payment business can be ensured only with effective customer service at all levels. The quality and content of customer service requires a focused engagement for a hassle-free delivery. Airpay Payment Services aims at providing good quality services in a friendly, efficient and helpful way which implies that customers are treated with dignity, respect and courtesy in their dealings with the Airpay. The Airpay shall endeavour to provide highest quality of customer service to ensure continued customer satisfaction, retention and sustained growth of products and services.

This policy sets out the systems, procedures and review mechanism for minimizing instances of customer complaints and grievances and ensure prompt redressal of customer complaints and grievances. Broadly, the key objectives of this policy are as under:

Fairness

Customers to be treated with dignity, respect and courtesy at all times in a fair, transparent and unbiased manner.

Quality & Consistency

Classify customer feedback, queries, requests and complaints including disputes appropriately and these to be dealt with an open mind with defined SLA and TAT coupled with standardized experience.

Transparency

Upfront disclosure of terms and conditions, timelines, technical and quality specifications, contra-indications, pricing and charges.

Awareness and Ease of Access

Customers are provided with multiple touch points and information about various channels available for grievance redressal and the right to approach Nodal Officer are made publicly available.

Empowerment

Educating customers on various avenues available to them to escalate grievances, including external bodies (RBI, Banking Ombudsman and Ombudsman for Digital Transactions)

System Enhancement

Constantly devising newer and smarter mechanisms to receive and redress customer grievances and details of such mechanism be placed in the domain of public knowledge

Review

Airpay shall have forums at various levels to review customer grievances and enhance the quality of customer service

The policy will apply to merchants and shall be applicable in respect of their dealings with Airpay & grievance received from any external parties such as customer belonging to merchants, regulators, ombudsman, law enforcement agencies / government. The policy will cover all the products and services offered by the Airpay under the payment aggregator regime.

Level 1 Escalation: Customer Support Team
  1. Customers are encouraged to provide complete details of their grievance, along with any relevant documents, through email or call. Should a customer encounter difficulties in lodging a complaint, the Company shall provide guidance and support.
  2. Upon submission of a complaint, the customer shall receive an acknowledgment and a customer reference number via email within 24 hours of receipt.
  3. Airpay hall issue its initial response and/or acknowledgment towards resolution within 2 working days of receiving the complaint. This response may include a resolution or an indication that further time is required for examination. The maximum timeframe for resolving a complaint at this level is 10 business days from the date of lodging the complaint.
  4. Resolution of complaint may get delayed due to operational or technical reasons. In such a scenario, we will proactively inform of the timelines during which complaint will be addressed
  5. If the complaint remains unresolved or the customer is dissatisfied with the resolution provided, the customer may escalate the matter to L2
Level 2 Escalation: Grievance Officer
  1. In the event a customer does not receive a satisfactory response within 10 business days of lodging their complaint at Level 1, they may escalate the matter to the Grievance Officer. The contact details for the Grievance Officer are as follows:

    Mr. Rahul Mageri Grievance Officer

  2. The Grievance Officer shall issue their final response to the customer within 20 business days of complaining about Level 2. This response may include either the resolution or an intimation that the Company requires additional time to examine the complaint, along with a clear explanation for seeking such an extension.
Level 3 Escalation: Nodal Officer
  1. In the event a customer does not receive a satisfactory response within 20 business days of lodging their complaint at Level 2, they may escalate the matter to the Nodal Officer of the Company. The contact details for the Nodal Officer are as follows:

    Mr. Sanjeev SinghNodal Officer

  2. The Nodal Officer shall issue their final response to the customer within 30 business days of lodging the complaint at Level 3. This response may include either the resolution or an intimation that the Company requires additional time to examine the complaint, along with a clear explanation for seeking such an extension.

Note: The customers can raise a complaint along with the payment ID, acknowledgement receipt or the transaction reference number so that our team can track the transaction and provide the possible resolution from our end as early as possible within the given TAT.

Level 1 Website Contact Us / Write to : customerservice@airpay.co.in or Call customer care on : 020-6911-0300
Level 2 Write to Grievance Officer, Name : Rahul Mageri, Email : grievance.officer@airpay.co.in
Level 3 Write to Nodal Officer, Name : Sanjeev Singh, Email : nodal.officer@airpay.co.in

Disputes typically arise when a customer or merchant disagrees with a transaction. These disputes can be largely categorized as below:

Complaint Type Description
Failed Transaction but Amount Debited Amount debited from customer’s bank, but success confirmation not received
Duplicate / Double Debit Same transaction paid multiple times by the customer
Partial Refund Issues Customer receives incomplete refund.
Chargeback Dispute Bonafide Customer disputes transaction
Fraudulent / Unauthorized Transaction Bonafide Customer claims unauthorized debit.
Escalation Matrix
Level - 1
Stage Description TAT
Initiation Customer raises dispute via email T+0
Acknowledgment Acknowledges receipt and assigns a reference number T+1
Investigation Investigates with merchant/acquiring bank T+3 to T+5
Closure Provides conclusion based on evidence received and action taken T+7 to T+10

Level - 2
Stage Description TAT
Escalation 2 If unresolved at customer support team, escalated to grievance officer who will look into the dispute, supporting documents, communication and do further investigation if any and provide conclusion T+11 to T+20

Level - 3
Stage Description TAT
Escalation 3 If unresolved by grievance officer, escalated to Nodal officer who will look into the dispute, supporting documents, communication and do further investigation if any and provide conclusion T+21 to T+30
The CGRC is responsible for addressing customer complaints and grievances related to payment aggregator services. The committee should have a transparent and effective grievance redressal mechanism to ensure timely resolution of complaints.
The policy shall be reviewed regularly for necessary amendments and updates to incorporate the change in business strategy or amendments in applicable regulations impacting the policy. Any revisions in the policy shall be approved by the Board.
  • A. Purpose

    TThis document outlines the process for individuals to withdraw their consent for data collection, processing, or any other previously agreed-upon activity.

  • B. Scope

    This process applies to all individuals who have provided consent for data collection, marketing communications, or other services requiring explicit permission.

    Credit Information stored shall be deleted on receipt of such Consent Withdrawal request and post processing, confirmation shall be sent to the consumer

  • C. Withdrawal Request Submission

    Individuals can withdraw consent using the following methods:

  • D. Required Information

    To process the request, the individual must provide:

    • Full Name
    • Contact Details
    • Description of the consent being withdrawn
    • Any reference number (if applicable)
  • E. Processing Timeline
    Stage Description TAT
    Initiation Customer raises complaint via email T+0
    Acknowledgment Acknowledges receipt and assigns a reference number. T+1
    Investigation Investigates with merchant/acquiring bank. T+3 to T+5
    Conclusion Provides conclusion based on evidence received and action taken T+7 to T+10
  • F. Consequences of Withdrawal

    Upon withdrawal of consent:

    • The individual will no longer receive the service/data processing related to the consent.
    • Certain functionalities or services may be impacted.
    • Data already processed before the withdrawal may remain in accordance with legal requirements.
  • G. Compliance & Record-Keeping
    • All withdrawal requests will be documented for compliance purposes.
    • Records will be maintained as per regulatory guidelines.