Grievance Policy

Grievance Policy

Introduction

Customer service is extremely important for sustained business growth and as an organization, Aurus Paytech Private Limited (“Company” or “Aurus Paytech”) strives to ensure that the customers of the Company receive exemplary service at all points of time.

Customer complaints constitute an important voice of customer, and this policy for Customer Grievance Redressal, Dispute Management Framework and Timelines for Processing Refunds (“Policy”) details complaint handling through a structured grievance redressal framework. Complaint redressal is supported by a review mechanism, to minimize the recurrence of similar issues in future.

Definitions

In terms of this Policy, unless the context otherwise requires, the terms herein shall bear the meanings assigned to them below:

“Board” means the Board of Directors of the Company;

“Customer(s)” means e-commerce sites and merchants who accept various payment instruments from its customers for completion of their payment obligations and shall also include a person who is engaged in a financial transaction or activity with the Company or merchant and includes a person on whose behalf the person who is engaged in the transaction or activity, is acting;

“Failed Transaction” means a transaction which has not been fully completed due to any reason not attributable to the Customer, such as, failure in communication links, time-out of sessions, etc. Failed Transactions shall also include the credits which could not be effected to the beneficiary account on account of lack of full information or lack of proper information and delay in initiating a reversal transaction;

“Grievances” means complaint, resentment, dispute and/or any kind of disagreement arising out of the practices, procedures and/or codes followed by the Company in its Customer dealings; and

“Nodal Officer” shall mean Mr. Paresh Pachangrikar

Principles

Board of the Company has adopted this Policy on basis of the following principles:

  • Customers are treated fairly at all times
  • Grievances raised by Customers are dealt with courtesy and in a timely manner
  • Customers are informed of avenues to escalate their Grievances within the organization, and their rights if they are not satisfied with the resolution of their Grievances
  • The employees of Company work in good faith and without prejudice, towards the interests of the Customers
  • Customers are made completely aware of their rights so that they can opt for alternative remedies if they are not fully satisfied with our response or resolution to their complaint.

These principles may be updated from time to time as per the regulatory guidelines formulated and enforced.

Complaint

When a Customer complains about service deficiency and if the same is not resolved within the next working day, the contact / request is categorized as a complaint.

Grievance Redressal Mechanism

Levels of Grievance Redressal and Escalation Matrix

Levels Responsible Officer Description Turnaround Time (TAT)
Level 1 Customer Support Team First point of contact for all grievances. Customers can lodge complaints via email, phone, or website. Acknowledgement: 24 hours
Resolution: 3 working days
Level 2 Grievance Officer If not satisfied with Level 1 response, customers can escalate the complaint to the Grievance Officer. Acknowledgement: 24 hours
Resolution: 7 working days
Level 3 Nodal Officer If unresolved at Level 2, customers can further escalate to the Nodal Officer for review and resolution. Acknowledgement: 24 hours
Resolution: 15 working days
Level 4 Internal Ombudsman Unresolved cases will be reviewed by the Internal Ombudsman for a final decision before regulatory escalation. Acknowledgement: 24 hours
Resolution: 30 working days

Registration of Complaints

Whilst all efforts are taken to give Customers the best services to avoid any Grievances, the Customers are intimated that they can record their Grievances, if any, in person, through channels which are provided below:

  • Customer care: Customers who wish to provide feedback or send in their Grievances can contact our Customer care officers by sending an e-mail to support@auruspaytech.com.
  • Offices: The Customer can approach any of our service touch points (given below) in person or through letter to register a Grievance. Customers can also visit our office(s) and handover a grievance letter to an assigned office personnel. The Customer is advised to take an acknowledgement of receipt with date from the assigned office personnel he/she is handing over the complaint letter.
  • Company’s website:The Customers can log a complaint by writing in the logged-in section “Complaints” link in the home page of the Company’s website. Customers can also write to the Nodal Officer as updated on the Company’s website, in case they are not satisfied with the resolution provided through various channels and or processes.

Level 1 – Customer Support Team

All grievances received through any channel will be lodged into a common platform to have an integrated monitoring and resolution system for customer grievance.

Once the complaint is registered, it is to be verified for the adequacy of information. A dedicated Customer Support team reviews all such grievances received and provides a resolution to the customer on priority basis.

The ideal turn-around time for responding to a Grievance (and/or query) is as follows:

Additionally, pursuant to fraud, legal and cases pertaining to business practices, credit management and recovery which need retrieval and analysis of documents and old records, the turn-around-time is 14 days.

PARTICULARS RESPONSE TURN AROUND TIME
Customer enquiries about a transaction status The Company will provide all details such as the reference number, date of transaction, transaction amount, merchant URL and status of transaction. 24 hours (For queries received between 10 am - 6:30 pm, Monday to Friday)
Transaction successful, but no response received from merchant The Company will provide all the information to the Customer, including the merchant details. Additionally, we forward the same mail to the merchant providing services, keeping the customer in CC. 24 hours (For queries received between 10 am - 6:30 pm, Monday to Friday)
Refund issues The Company will provide all the refund details to the Customers, with bank reference number and ARN number for Customers to check further with their respective banks. 24 hours (For queries received between 10 am - 6:30 pm, Monday to Friday)
Refund not reflecting in the Customer's account The Company will recheck the funds status and update the Customer OR raise the issue with the concerned bank. The updates received are shared with the Customer. 24 to 48 hours (working days) post receiving update from concerned bank
Amount debited but transaction not found The Company will search for the transaction with details such as:
  • email id used while performing the transaction;
  • date and amount of transaction
  • if still not found, then ask Customers to contact their concerned bank for more details or other reference numbers.
24 to 48 hours (working days) post receiving update from concerned bank

Level 2 - Grievance Officer:

In case the Customer is dissatisfied with the response received from the Company’s Customer Support Team, the Customer may escalate the Grievance to the Grievance Officer by sending an email to customergrievanceredressalcell@aurusinc.com. The Customer should include all prior correspondence with the Customer Support Team in the email.

Level 3 - Nodal Officer:

In case the Customer is dissatisfied with the response provided by the Grievance Officer or does not receive any response from the Grievance Officer within the provided TAT, he/she may escalate the Grievance to the Nodal Officer by email or by sending letters at below mentioned address.

  • The details of the Nodal Officer are as follows:
  • Name: Mr. Paresh Pachangrikar
  • Address: Plot 322 Sector 26, Ganesh Talim, Nigdi, Bhosari P.C.N.t. Pune
  • E-mail: support@auruspaytech.com.
  • Conatct Details: +91 7020499508

Level 4 - Internal Ombudsman

An Internal Ombudsman (I.O.) shall be appointed by the Company, on a case specific basis depending on the severity of the complaint, who will be a retired official from a public sector bank not below the rank of Deputy General Manager. The I.O. mechanism will be set up with a view to strengthen the Internal Grievance Redressal System of the Company and to ensure that the complaints of customers are redressed at the level of Company itself by the authority placed at the highest level of Company’s grievance redressal mechanism, so as to minimize the need for the customer to approach other fora for redressal.

RBI Ombudsman Scheme:

It is the Company’s endeavour to provide all the customers with the best customer service. However, for any issues faced by the customers, the Company has facilitated various channels as detailed in this policy. All grievances received through any channel will be lodged into a common platform to have an integrated monitoring and resolution system for customer grievance at the HO level

If customer’s complaint is not resolved within the given time or if they are not satisfied with the resolution provided by the Company, after having been examined by the concerned officers of the Company, the complainant may lodge the complaint with the Ombudsman as per the Integrated Ombudsman Scheme, 2021 of RBI within 30 days of redressal provided by the Nodal Officer.

They will be provided information about how they can escalate their complaint to the next level i.e. to the Office of Reserve Bank of India Ombudsman (ORBIO) by the Nodal Officer.

The complaints under the Scheme can be filed online on https://cms.rbi.org.in. Complaints can also be filed through dedicated Email Id CRPC@rbi.org.in and physical form, including postal and hand-delivered complaints, addressed and sent to the Centralized Receipt and Processing Centre - Reserve Bank of India, 4th Floor, Sector 17, Chandigarh – 160017. The Ombudsman shall pass an award within the stipulated timelines set by the RBI.

Refund of Failed Transactions

Refund Mechanism

    Detection of Failed Transactions:

  • Automatic Detection: The payment system automatically detects failed transactions using predefined error codes and logs.
  • Manual Detection: Merchants can also manually identify failed transactions through transaction receipts or status checks on the payment terminal.

    Customer Notification:

  • Customers are immediately notified via SMS, email, or in-app notifications about the failed transaction and the initiation of the refund process.

    Initiation of Refund:

  • Automatic Trigger: The refund process is automatically initiated as soon as a failed transaction is detected
  • Manual Trigger: For certain cases, the merchant may need to manually initiate the refund by contacting Aurus Paytech support.

    Processing of Refunds:

  • Pre-Settlement Reversals: If the transaction can be voided before batch settlement, the refund is processed immediately.
  • Post-Settlement Reversals: For transactions identified after batch settlement, Aurus Paytech coordinates with the acquiring bank to reverse the transaction

    Verification and Approval:

  • The transaction details are verified to ensure the failure and correctness of the refund process. This includes validating the transaction amount, date, and customer details.

    Refund Processing Timeline:

  • Instant Refunds: For transactions that can be voided immediately before settlement, refunds are processed instantly.
  • Card Payments: Refunds typically take 5-10 business days to reflect in the customer’s bank account, depending on the bank’s processing time.

    Customer Support and Grievance Redressal:

  • Support Channels: Customers can contact Aurus Paytech support via phone, email, or through their support portal for any refund-related issues.
  • Escalation Process: If the initial response is unsatisfactory, customers can escalate the issue within Aurus Paytech through multiple levels until the issue is resolved satisfactorily.
  • Regular Updates: Customers receive regular updates on the status of their refund through email or SMS.

    Example Workflow for Refunds:

  • Failed Transaction Detected: A transaction fails due to a technical issue.
  • Customer Notification: The customer receives an immediate notification about the failed transaction and the initiation of the refund.
  • Initiation of Refund: The refund process is automatically triggered.
  • Processing Timeline:
    • Instant refund for voided transactions.
    • 2-5 business days for card payments and up to 10 business days for credit card refunds.

Completion and Confirmation:

The customer receives the refunded amount and a confirmation notification.

Refund Processing Timeline

Refn case of a Failed Transaction, the Company will reasonably endeavour to adhere to the below provided timelines for initiation of refunds by coordinating with the respective banks and/or other system participants:

Grievance Redressal Mechanism

Levels of Grievance Redressal and Escalation Matrix

Description of the Incident Timeline for Refund
Card Not Present: Account debited but confirmation not received at merchant’s system. T + 5 days
Point of Sale (PoS) (Card Present) including Cash at PoS: Account debited but confirmation not received at merchant location i.e., charge-slip not generated. T + 5 days
Unified Payments Interface (UPI): Account debited but the beneficiary account is not credited (transfer of funds). T + 5 days
Unified Payments Interface (UPI): Account debited but transaction confirmation not received by merchant. T + 1 day

For the purposes of initiation of refunds, “T” shall mean the date of transaction.

For the prevention of chargebacks, Company only does source refunds. It means that money is refunded to the payment method that the Customer used to make the payment. For example, if a credit card was used to make the payment, the refund will be reversed to the same credit card. Similarly, in the case of UPI payments, the refund is reversed to the VPA used while making the payment.

Employee Training and Awareness

Employees shall be periodically trained on the basics of handling and resolving Grievances. Issues or complaints shall be resolved based on the following principles:

  • prompt response within the stipulated time frame
  • maximization of customer retention at minimum cost
  • correction of mistakes and errors quickly
  • minimize further complaints

Customer Feedback

The Company shall have a structured program of Customer surveys that are conducted to understand customer satisfaction with the services provided by the Company. The Company shall undertake to conduct surveys to obtain customer feedback on specific issues including Grievance mechanism.

Process Improvements

The Company shall ensure that the information on Customer complaints and issues is used for process improvement. The complaints would essentially provide valuable insight into areas of improvement within the Company’s internal processes and procedures that impact Company’s ability to conduct its business efficiently and successfully.

Reporting to Board of Directors

he summary of the Customer Grievance report along with its status report indicating the actions taken for resolution of the Complaints, shall be placed before the Board for their review on every quarterly meeting. The report shall contain inter alia the total number of complaints received, disposed-off and pending, with reasons thereof, which will be placed before the Board for information / guidance. Further, all the complaints received by the Company must be recorded and tracked for end-to-end resolution.

Review and Amendment

This Policy is approved by the Board and will be reviewed annually by the Board. This Policy may be amended subject to the prior written approval of the Board, from time to time, in line with the business requirements of the Company or any statutory enactment or amendment thereto.