Customer Grievance Policy
- 1. Introduction
- 2. Scope and Objectives
- 3. Process of Complaints Registration
- 1. Escalation Matrix
As per guidelines of RBI, all Payment Aggregators (PA) should ensure that a suitable mechanism exists for receiving and addressing complaints from its merchants and Customers with specific emphasis on resolving such complaints fairly. RBI vide notification dated 17 March 2020 bearing reference number RBI/DPSS/2019-20/174 DPSS.CO.PD.No. 1810/02.14.008/2019-20 (“PA Guidelines”) has laid out these regulations.
Innoviti (“hereinafter referred to as company”) values all its customers and strives to provide a sincere and transparent approach for customer grievance redressal process. To offer optimum support, the company has set up a policy that outlines a structured mechanism for grievance redressal and the various channels available for the same.
Merchants and Customers can lodge their grievances through WhatsApp, customer care number or email. If a grievance received by any of the above channel are not resolved within the prescribed time frame or if they are unsatisfied with the resolution offered, they can approach the Nodal officer appointed by the company
For the purpose of this Grievance Policy,
1.1 A merchant means user of Innoviti’s services
1.2 A grievance means any issue/gap in the promised and delivered service levels which may be technical or communicative errors; and
1.3 A customer means user of the services provided by the merchants onboarded by Innoviti.
The Grievance Redressal policy outlines a structured grievance redressal mechanism to inform merchants and customers about the various channels for registering complaints with respect to any grievances arising from availing Innoviti’s services.
The company shall ensure that
2.1 Its customers are treated in fair manner at all times. Complaints raised by customers are attended with courtesy and in time bound manner;
2.2 Customers are made fully aware of avenues for grievance redressal.
2.3 Customers shall be provided with effective resolution within an acceptable time period.
2.4 Customers shall be aware of the avenues to escalate grievances within the organisation and their rights to alternative remedy, if they are not satisfied with the response.
2.5 Information on how to raise grievances shall be available at all offices of the company and on the website as well
2.6 The responses shall be consistent with the RBI guidelines.
2.7 No fees shall be collected from the customers for filing complaints or on resolution.The responses shall be consistent with the RBI guidelines.
2.8 The company shall work towards constantly improving the mechanism for handling grievances.
2.9 All employees of Innoviti shall work in Merchant’s best interests. The employees are made well-aware of the complaint handling process and the company ensures just and fair ways to redress such complaints.
The Company enables its merchants/customers to register complaints through multiple channels. The various channels available are as follows:
Customer Care Number
To lodge a merchant complaint, the merchant will have to provide the company with details such as: Merchant ID, Merchant name, Complaint details and Contact Number.
To lodge a customer complaint, the customer will have to provide the company with details such as: Customer name, Merchant name, Transaction date, Transaction amount, Transaction mode, Transaction ID provided by merchant, Complaint details and Contact Number.
The company shall bifurcate the complaints received into different categories as mentioned below:
3.1 Banking – resolution to the merchant which involves coordination with the Bank
3.2 SRO (Support Resolution) – resolution to the merchant which involves visit to the merchant’s location
3.3 IR (Instant Resolution) – resolution to the merchant which involves Enquiry, User Training and transient issues.
3.4 TR (Technical Resolution) – resolution to the merchant which involves Tech related instances (example: Configuration, Software Installation, etc.)
3.5 Terminal Replacement – resolution to the merchant where the POS machine doesn’t work, and the immediate and feasible solution is just to replace the device
3.6 Internet Payment Gateway (IPG) issues – resolution to the merchant where the issue is related to payment gateway, e.g., transaction timeout, transaction declined, etc.
3.7 Settlement, Invoices and chargeback issues – resolution to the merchant on settlement related matters, and for ensuring that settlements to merchants are paid on time.
Below given is the Board approved framework for Customer Grievance Redressal and Dispute Management.
Grievance Redressal Process for Merchants/Customers
The company has a three-tier escalation mechanism for handling merchant and customer grievances.
For customer grievances that cannot be addressed by Innoviti, the customer shall be redirected to the relevant Merchant for appropriate action. These complaints could be related to product liability, delivery, fraud claims (i.e., matters beyond the scope of the company).
Level 1: Customer Care Executive
Customers can contact the 7a.m. to 11p.m. customer service team (i.e., customer care executive) using any of the above channels to register their queries/ complaints. All details are listed on the website.
Post receipt of the queries/ complaints, the customer service team shall immediately send a response/ auto response to the customers acknowledging the complaint along with the registered complaint number.
Resolution TAT and Escalation: The team will initiate action to resolve the complaint expeditiously, preferably within Four (4) hours and will strive to ensure resolution to your concern/ query as detailed in point 4 – Escalation Matrix subject to dependencies from merchant/ payment gateways etc.In case of delay, the merchant will be kept updated on the progress / status of the complaint on a periodic basis till such time that the complaint is not resolved. The complaint history will be accessible by the team using the registered complaint number.
If the merchant is not satisfied with the resolution provided by the customer service team, the merchant can escalate the complaint to the next level. This would be allowed even when the complaint is not resolved within the promised time.
Level 2: Customer Care Head
Unresolved complaints or complaints with unsatisfactory solution can be escalated to the Customer Care Head/Grievance officer as below:
Murali Gopalakrishna Rao (Genie) – email@example.com
Anshul Rastogi (UnipayNext) – firstname.lastname@example.org
Customer Care Head shall refer to the complaint history and then take adequate steps for resolution of the grievance.
Resolution TAT and Escalation: The team will strive to ensure resolution to your concern/ query within as detailed in point 4- Escalation Matrix, subject to dependencies from merchant/ payment gateways etc.In case of delay, the merchant will be kept updated on the progress / status of the complaint on a periodic basis till such time that the complaint is not resolved. The complaint history will be accessible by the team using the registered complaint number.
If the merchant is not satisfied with the resolution provided by the customer care head, the merchant can escalate the complaint to the next level. This would be allowed even when the complaint is not resolved within the promised time.
Level 3: Nodal Officer
Unresolved complaints or complaints with unsatisfactory solution can be escalated to the Nodal Officer as below:
Email ID: email@example.com
The Nodal Officer shall refer to the complaint history and then take adequate steps for resolution of the grievance.
Resolution TAT: Complaints received shall be resolved within as detailed in point 4- Escalation Matrix. In case of delay, the merchant will be kept updated on the progress / status of the complaint on a periodic basis till such time that the complaint is not resolved.
Redressal process for failed transactions
Innoviti has a very stringent mechanism to deal with refunds of failed transactions due to failure in communication links, time-out of sessions etc. (transactions charged to customer but not returned to the company and, in turn, to merchant, hence no services are rendered). However, if failure can be attributed to the customer, then the same shall not qualify as a failed transaction. The customer should ensure that the credentials are kept secured and confidential. Grievances related to failed transactions can be lodged through email or website.
RBI has announced introduction of Online Dispute Resolution (ODR) System for resolving customer disputes and grievances pertaining to digital payments, using a system driven and rule-based mechanism with zero or minimal manual intervention.
Type of transactions covered under the scope of the ODR system will include all transaction types mentioned in RBI circular DPSS.CO.PD No. 629/02.01.014/2019-20 dated September 20, 2019 on “Harmonization of Turn Around Time (TAT) and customer compensation for failed transaction using authorized Payment Systems.”
The company has a three-tier escalation mechanism for handling grievances relating to failed transactions. The grievance registration process and escalation levels for failed transactions are same as above. The timelines for grievance resolution is as specified by the RBI TAT Circular.
Customer Support – Escalation Matrix – Software Issues
|Escalation Level||Name||Designation||Resolution Time||Email ID|
|L1 of any three||Nandha Gopal||Team Lead||Within 1 hour of the issue hitting the firstname.lastname@example.org|
|L2 – 1 of any three||Kathirvel P||Floor Managers||Within 30 Minutes of escalation hitting email@example.com|
|L3||Anshul Rastogi||Vice President||Within 30 minutes of firstname.lastname@example.org|
|L4||Hemant Taware||Chief Business Officer||Within 60 Minutes of email@example.com|
Customer Support – Escalation Matrix – Hardware Issues
|Escalation Level||Particulars||Resolution Time|
|Level A||Innoviti asks the merchant to provide information regarding the issue concerned, e.g., for some issues, Innoviti asks the merchant for the screenshot / photo of the POS Machine screen, video of the POS Machine Screen, etc.||Till information is collected from the merchant|
|Level B||An internal check to see if the issue can be solved through internal teams, e.g., configuration, remote upgrade, etc., without initiating the field visit in the first place.||From few hours to maximum 24 hours|
|Level C||Requires a field visit to store location to correct the issue, to either replace the hardware or software||Less than 48 hours|
|Within Bangalore, Chennai, Mumbai, Delhi-NCR, Pune, Ahmedabad, Kolkata, Hyderabad city limits or 100 kms of city center.|
|101 to 250 kms of city center of above defined cities||Less than 72 hours|
|251 and more km of city center of above defined cities||Less than 72 hours|
Point of Contact – Hardware Issues Resolution:
|Escalation Level||Name||Email ID|
|Level 1||Govind Solankifirstname.lastname@example.org|
|Level 2||Anshul Rastogiemail@example.com|
|Level 3||Hemant Tawarefirstname.lastname@example.org|
A chargeback is a charge for goods or services not received by the customer and his bank debited to his credit or debit card account. The customer has the option to file a chargeback for the same with his card issuing bank.
In this case, the customer’s bank will intimate the Innoviti bank by way of a chargeback. Innoviti will inform the merchant/shop keeper and ask for submission of proper supporting documents against chargeback (e.g. charge slip, invoice or any other relevant documents related to the transaction).
In the event the merchant accepts the chargeback, the case gets closed and Innoviti communicates the merchant's acceptance to the bank. The bank will recover that money from Innoviti’s bank account and credit to customers card account.
In the event that merchant provides documents against a chargeback, the same will be forwarded to Innoviti's bank for cancellation or reversal of the chargeback. The Innoviti's bank approaches the customers' card issuer bank with the supporting documents and evidence provided by the merchant for cancellation or reversal of the chargeback.
The customer's credit/debit card issuer bank takes up the case with the customer, reverts back to the Innoviti's bank and close the chargeback case within 45 days (Axis) and 65 days (HDFC) from the date of successful representation of the case by the Innoviti's bank to the customer's card issuer bank, subject to no further chargeback received from the customer card issuer bank.