Introduction

This policy binds all participants of the transaction, i.e. Customer, Merchant and Payment Aggregator (PAYMENTZ), and contains detailed explanation of the types of disputes, the process of dealing with them, the compliance required, responsibilities of all the parties, documentation, reason codes and procedures for addressing the grievance, turn-around-time for each stage, etc.

Disposal of Complaint

Complaint	Resolution	Resolution time
Enquiry regarding a transaction status	PAYMENTZ provides details such as the order no, PA reference number, date of transaction, transaction amount, merchant URL and status of transaction.	72 hours(For queries received between 9 am- 8 pm Monday to Sunday)
No response from a merchant after a successful transaction	PAYMENTZ provides the information to the customer, including the merchant details. In the same time we forward the mail received from the customer to the merchant providing services and request him to clarify the situation, keeping the customer in CC.	72 hours(For queries received between 9 am- 8 pm Monday to Sunday)
Refund issues	PAYMENTZ provides all the refund details to the customers, with bank reference number and ARN number for customers to check further with his bank.	72 hours(For queries received between 9 am- 8 pm Monday to Sunday)
Refund is not reflecting in a customer`s account	PAYMENTZ rechecks the funds status and updates the customer or raise the issue with the concerned bank. The updates received are immediately shared with the customer.	4-5 days(working days) post receiving update from concerned entity
Purchase amount was debited, but the transaction is not found	PAYMENTZ searches for the transaction using information below:Email Id used while performing the transaction,Date and amount of transaction,And, if still not found, then ask customers to contact their bank for more details or other reference nos.	4-5 days (working days) post receiving update from concerned entity

Types of Disputes and Resolution Mechanism

Customers can raise dispute on shipped orders for the reasons below:

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

Only the Customer or PAYMENTZ can raise disputes. The merchant can view all disputes raised on their transactions in their Disputes Listing Page. Merchants have to provide updates as well as submit required documents for the dispute to PAYMENTZ and a Customer.

Dispute Resolution

PAYMENTZ can either close the dispute in the merchant's favor or allow chargeback to the customer. The Dispute status can be :”Open”, “Chargeback”,”Closes”, and “On Hold”

After the dispute status has been set to 'Open', or 'On Hold', PAYMENTZ will update its status to 'Closed' or 'Chargeback'. If the open dispute is confirmed as chargeback, PAYMENTZ will debit the dispute amount in the customer's favor and set the status as 'Chargeback'. Same way, if the open dispute is closed in favor of the merchant, PAYMENTZ will update the dispute status as 'Closed'.

PAYMENTZ designates the status as 'On Hold' for disputed cases that need further investigation and sets the amount as well as the end date for resolution. The amount set aside for resolution at this stage cannot be greater that the disputed amount.

When the time limit set for the 'On Hold' case is over and the dispute status has not changed, PAYMENTZ will release the amount held against the dispute and close the dispute. If After further investigation, PAYMENTZ changes the status for the 'On Hold' case to 'Chargeback', the amount set aside for resolution (the balance amount payable) is treated as the chargeback amount and debited from the merchant's account in favor of the customer.

After PAYMENTZ changes the status for the 'On Hold' case to 'Closed', the amount set aside for resolution is ruled in the merchant's favor i.e. credited to their account.

Supporting documents

PAYMENTZ will request supporting documents for cases that need further investigation. These documents could include the Authorization Letter from the customer, Cancellation Policy, etc. Merchants have to respond by attaching the required documents with a clarification message at a designated email address.

Timelines for Refund Processing

PAYMENTZ 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 product/service is delivered). Depending on the Merchant's line of business, he can either configure the account to reverse such transactions or to get the transaction updated as a successful post reconciliation, and continue to provide services.

Transactions can be reconciled in 2 ways:

1. Server-to-server API calls are initiated 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, PAYMENTZ reconciles with the offline files received from the banks on the next working day. Refunds for such transactions are sent the next day post reconciliation.

Miscellaneous

Once the complaint is received, PAYMENTZ will endeavor to respond to and resolve the issue straight away, usually within 24 hours.

A Nodal Officer within the internal organizational structure is appointed to be responsible for customer complaints (responses given to customers will be under his authority and responsibility). His/her contact details are displayed in PAYMENTZ`s website.

Apart from that every customer will be informed of the name and contact details of the dedicated customer support person who will be responsible for his complaint to guarantee that his complaint is handled in a transparent manner.

The complaint must be analyzed on the basis of relevant evidence and information and expressed clearly and simply. PAYMENTZ will ensure that it determines the causes of the complaint and puts them right.

If the complaint can be resolved within 2 business days following the day PAYMENTZ received it, it will send a confirmation letter to the customer.

For more complex issues, PAYMENTZ may need more time to investigate the concerns. If this is the case:

• We will send a customer an acknowledgement letter outlining the next steps and when the client can expect to hear from us.
• We will provide a customer with a reference number to contact us.
• We will keep the customer updated of our progress throughout our investigation.
• We may need to contact the customer for more information using his preferred method of contact.

An acknowledgement letter will be sent within 3 business days from the date the complaint was received.

In the majority of cases, PAYMENTZ will be able to resolve any complaint within 7 business days. If the complaint is not resolved within 7 business days, PAYMENTZ will contact the customer for update on the progress and provide the anticipated time to resolve the issue.

PAYMENTZ will keep the customer informed of progress until the complaint has been resolved. In exceptional circumstances, where the complaint is particularly complex, matters may take longer to resolve, PAYMENTZ will inform the customer in a written manner with detailed explanation of the reasons.

Although PAYMENTZ has up to 30 days to resolve the complaint, it will send a final response to a customer as soon as the investigation is completed. PAYMENTZ will continuously keep the client informed in writing regarding the progress and expected time for the resolution of complaint. In the unlikely event PAYMENTZ is not able to finalize the investigation by the end of 30 days, it will provide a customer with a notice of the same and what further steps the customer can take, including his right to approach the concerned Ombudsman for Digital Transactions in case the customer is not satisfied with the PAYMENTZ’s response. The details of the concerned Ombudsman for Digital Transactions should also be included in the notice.

When the response is final, it is sent to the customer after a copy of it has been put in the customer's file and in the complaints register.

Escalation Matrix

In case the customer does not receive a response from PAYMENTZ within the number of days indicated below for each level or if the customer is not satisfied with the received response, the customer may escalate the complaint to the next level as indicated below:

Primary Level:

The customer has to contact PAYMENTZ customer support service to register a complaint by email [email protected] or on Phone: +91 +9122040143344 or using PAYMENTZ ticketing system on paymentz.com.

Secondary Level:

If the customer is not satisfied with the resolution received from a customer support officer, or if the customer does not hear from PAYMENTZ in 2 business days, the customer can contact a Nodal Officer as mentioned below:

• Details of Nodal Officer
• Nodal officer name: Aditya Purohit
• Email ID: [email protected]
• Nodal officer name: Charmi Shah
• Email ID: [email protected]

Customers are required to provide the complaint reference number received in their earlier interaction with a customer support officer to properly address their concerns.

Third Level:

If the customer is not satisfied with the resolution received after contacting a Nodal Officer or if the customer does not hear from PAYMENTZ in 30 days, then the customer has a right to escalate his grievance to the regulator at the below address:

Ombudsman for Digital Transactions

• C/o Reserve Bank of India
• 4th Floor, RBI Byculla Office Building,
• Byculla, Mumbai-400 008
• STD Code: 022
• Tel No. 23022028
• Fax: 23022024
• Email: [email protected]