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.
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
Board of the Company has adopted this Policy on basis of the following principles:
These principles may be updated from time to time as per the regulatory guidelines formulated and enforced.
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.
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 |
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:
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:
| 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:
|
24 to 48 hours (working days) post receiving update from concerned bank |
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.
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.
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.
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 Mechanism
Detection of Failed Transactions:
Customer Notification:
Initiation of Refund:
Processing of Refunds:
Verification and Approval:
Refund Processing Timeline:
Customer Support and Grievance Redressal:
Example Workflow for 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:
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.
Employees shall be periodically trained on the basics of handling and resolving Grievances. Issues or complaints shall be resolved based on the following principles:
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.
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.
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.
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.