Payments
Refunds
Dispute
Payments
How can I check the status of my transaction if I have not received a confirmation mail?
For every successful transaction PAYMENTZ is sending the email to the customer.We are a payment aggregator and only facilitate the merchant with online payments. For status of the order, we suggest that you contact the merchant.
How do I check the status of my payment/order?
We are a payment aggregator and only facilitate the merchant with online payments. For status of the order, we suggest that you contact the merchant.
What should I do if I do not receive a payment confirmation email from PAYMENTZ?
You can raise a request with us using our ticketing system or you can send the request on our support email. With your request please provide your email id, screenshot of debit and transaction ID received from the merchant and we will get back to you at the earliest.
I do not recognize the transaction that I’ve been charged for. Can you help me?
Yes, we can. Please provide the below details by raising a request with us using our ticketing system or you can send the request on our support email and we will get back to you at the earliest:
1) A common email id you use for making online transactions
2) Amount and date of debit
3) Screenshot of the debit, in case it was a netbanking or wallet transaction
4) Last 4 digits of the card used, in case this was a card transaction.
I have done duplicate transactions towards the same order/service. How do I get a refund?
We are a payment aggregator and only facilitate the merchant with online payments.
We request you to contact the merchant with the transaction details for a refund.
Refunds
Why does it take so long for a refund to be credited to my account?
Refund process involved several factors and processes due to which sometimes it may take longer to get the refund credited in your account. We advise to wait for 10-12 working days for the refund to get credited.
How do I check the status of my refund ?
Once the merchant initiates the refund , a confirmation email is sent to your email ID ( the email ID that was used at the time of transaction).
This means that the refund is successful from our end. You may check the status of the refund on our order tracker.
What should I do if I do not receive a refund confirmation mail from PAYMENTZ?
If you have not received a confirmation, we suggest that you contact the merchant for further details, as the refunds are initiated from merchant's end.
I have not received my refund even after 10-12 working days. What should I do now?
Normally refunds are credited to you within 10-12 working days.In case you have not received your refund, you can raise your query using our ticketing system or you can send the request on our support email. With your request please provide your email id, refund amount and transaction ID received from the merchant and we will get back to you at the earliest.
Dispute
How do I open a dispute with a seller when a purchase goes wrong?
Customer support is our top most priority and it is our responsibility to guide our customers on the right and effective way to file disputes. We recommend our customers to have direct communication with the merchant to resolve issues pertaining to a specific order. If you do not get a satisfactory response or no response you can then raise a chargeback with your bank.These chargebacks will be raised with PAYMENTZ by your bank and we assist to amicably resolve the issue.
Fraud
Dispute Resolution
Order Cancellation
Fraud
How can I report potential fraud or unauthorized transactions to PAYMENTZ?
If you found any transaction that you didn’t authorize, kindly let us know asap. You can inform us using our ticketing system or you can send the request on our support email. With your request please provide your email id, amount of transaction and transaction ID received from the merchant and we will get back to you at the earliest.
Dispute Resolution
When should a customer file a complaint regarding the non-receipt of an order?
We suggest that you wait for 7-10 business days for physical goods and 1 business day for digital goods. In case you do not receive the services/goods even after the said time interval or if the items received are materially different, defective or damaged, then you should visit the merchant website and refer to the terms & conditions, shipping policy, refund policy and contact the merchant to resolve the issue. In order to contact the merchant please visit the Merchant Website, Call on support number or send an email to the support email address of the merchant. While sending an email you should include following details: Date of transaction Amount of transaction Order ID shared by the merchant Payment ID shared by PAYMENTZ Description of the problem In case the merchant does not respond to your emails & phone calls within 3-5 working days then you can contact us to mediate and amicably resolve the issue.
What should I provide when filing a dispute to PAYMENTZ?
While filing the complian with us, you should briefly address the issue you have faced, and attach a screenshot of the email sent to the merchant in the initial stage. You are also required to provide us with the following details: Date of transaction Amount of transaction PAYMENTZ Payments Transaction ID Description of the problem Details of email communication with the merchant( Screenshot of the communication) Once a complaint is raised, the PAYMENTZ support team would take 3-5 working days to resolve the issue.
Order cancellation
Cancellation of Orders/Refunds/Returns
For any queries related to cancellation of order (full or partial), kindly contact your merchant.We are a payment aggregator and only facilitate the merchant with online payments. We do not handle shipping or order dispatch and you should directly contact the merchant for queries regarding returns and follow instructions as as specified in the return & cancellation policy on the merchant website.
Customer Grievance
Disposal of Complaint
Customer Grievance
Customer Grievance
This Customer Grievance Redressal Policy is developed by Payment Gateway Solutions Pvt Ltd (“PAYMENTZ”) in order to assure smooth and effective procedure to address and resolve customers` complaints.
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 can contact PAYMENTZ customer support service to register a complaint by:
Email: [email protected];
Phone: +9122040143344 or
by using PAYMENTZ ticketing system on paymentz.com.
Customer can write a letter to PAYMENTZ via post/courier service to the address below:
69, Aditya Industrial Estate, Mindspace, Malad West, Mumbai, Maharashtra 400064 or visit PAYMENTZ office located at the same address and fill a complaint form available in the premises.
Customers are required to submit full details of their grievance, supported by relevant documents (if any), in the complaint. In case the customer is facing any difficulty in lodging a complaint, PAYMENTZ will assist the customer in this regard.
After raising a complaint and within 24 hours the customer shall receive acknowledgement of the complaint and a complaint reference number from PAYMENTZ.
PAYMENTZ will send its initial response regarding resolution of the complaint within 2 working days of the receipt of complaint. This response shall contain either the resolution of the complaint or an indication of the additional time required by PAYMENTZ to examine the complaint. Maximum time to resolve the complaint shall be 10 business days from the date of lodging the complaint.
Secondary Level:
In case timely resolution is not provided on Primary level, or in case the customer is not satisfied with the resolution provided, the customer can contact a Nodal Officer as mentioned below:
Nodal officer name : Aditya Purohit
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.
The Nodal Officer shall send his final response to the customer within 30 business days of lodging the complaint. This response has to contain either the resolution of the complaint or an indication of the additional time required by PAYMENTZ to examine the complaint, along with the reason for such extension. The maximum time to resolve the complaint is 30 business days from the date of lodging the complaint.
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, the customer can lodge his/her complaint through a centralised complaint redressal system under the Integrated Ombudsman Scheme, 2021.
A complaint can be made at https://cms.rbi.org.in or by calling the helpline number 14440. The complaint may be lodged online or by filing a physical complaint and submitting the same at Centralised Receipt and Processing Centre (CRPC) at RBI, 4th Floor, Sector 17, Chandigarh, 160017. Alternatively, an email can be sent to [email protected].
A complaint under the scheme would not be valid unless a customer submitted the complaint to PAYMENTZ and this complaint was wholly or partly rejected by PAYMENTZ, or the customer is not satisfied with the resolution offered by PAYMENTZ. The complaint under the scheme needs to be made within one year after a reply is received by the complainant from PAYMENTZ.
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. | 24 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. | 24 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. | 24 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. | 24 hrs to 48 hrs (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. | 24 hrs to 48 hrs (working days) post receiving update from concerned entity |