Grievance Redressal Policy
Design Principles governing Grievance Redressal Policy
RPPL’s policy on grievance redressal is governed by the following principles:
1: Customer shall be always treated fairly
2: Complaints raised by customers shall be attended with courtesy and in time
3: Customers are provided with effective and satisfactory resolution within prescribed TAT
4: Customers are fully informed of avenues to escalate their complaints / grievances within the organization and their
rights to alternative remedy, if they are not fully satisfied with the response to their complaint
5: The resolutions provided to the customers shall be in line with the RBI Guidelines
Escalation matrix for disposal of complaints
This Customer Grievance Redressal Policy formulated by RPPL aims at minimising Customer grievances through a proper channelized approach, review mechanism and prompt redressal.
Our Grievance Policy outlines a structured mechanism for grievance redressal and the various channels available.
Level 1:
To register your complaint, please send us an email tosupport@bharatpepg.comWe aim to resolve all your complaints within 10 business days of lodging the complaint.
Level 2:
If the resolution is not received in Level 1 TAT, and the customer wishes to further escalate the complaints / grievances, call our customer support centre at
+91 8882555444. Our customer support aims to resolve all your complaints within 10 business days of lodging the complaint.
Level 3:
In case the customer complaint is not resolved to satisfaction, the customer can escalate such complaint /grievance to RPPL’s Grievance / Nodal Officer, the details of whom are provided below:
Grievance Redressal/Nodal Officer: Mr. Abhisek Sharma
E-Mail: nodalofficer@bharatpepg.com
Working hours: Monday to Friday from 10:00 a.m to 7:00 p.m.
Level 4:
If the Customer is not satisfied with the resolution provided by RPPL, or has not received a reply within 30 days of filing the complaint with RPPL, then the Customer can file the complaint with the RBI Integrated Ombudsman located at the RBI Office in Chandigarh.
Complaint lodging portal of the Ombudsman:https://cms.rbi.org.in/
Toll-Free Phone No: 14448
Email ID: CRPC@rbi.org.in
Address: Centralized Receipt and Processing Center, Reserve Bank of India, 4th Floor, Sector 17, Chandigarh 160017
For more details, please refer to the link: RBI Ombudsman
Refunds
How are refunds initiated in RPPL
The customer requests a refund from the merchant due to reasons such as the non-delivery of goods or poor service quality. Merchants can initiate refunds against transactions with RPPL either via the website or via APIs. All refunds are made to the original method of payment unless agreed explicitly by the end customer to credit to an alternate mode. Credits towards reversed transactions (where funds are received by RPPL)and refund transactions shall be routed back through RPPL’s PA escrow account unless otherwise agreed.
What is the Payment Gateway refund process
Once the merchant makes a refund request, RPPL will check if the request is eligible, accept the request and then propagate this information to the respective acquiring banks and other banking institutions via APIs. A refund request typically involves 3-4 step operational processes, and hence each refund request may take between 5-10 business days for closing and receiving funds in the customer’s account / card balance. RPPL or any other payment aggregator acts only as a mediator between the customer and the banks.
Note: Refund requests are not accepted after a period of 180 days from the date of the transactions unless the acquiring banking partners support such a request.
Refund processing timelines
All refund requests, once eligible and accepted are initiated with the banking partners immediately. The refund request is sent via APIs or email channels based on the support provided by the acquiring banks.
Standard processing time (5 to 7 days):
Once the refund is initiated with the bank, it generally takes about 5 to 7 business days to get reflected on the customer 's account/ card statement. This is due to the processes in the banking ecosystem which are not fully automated and require some manual oversight. Given the number of entities involved and the variance in their processes to handle refunds, it takes 5 to 7 business days to credit the money to the customer 's account.
Extended processing time (beyond 7 days):
Sometimes a refund request gets dropped at different points in the process due to system failures and hence won’t go through the API route or the online refund status can’t be updated. In such scenarios, RPPL intervenes with manual oversight to escalate cases with the bank and get them resolved. Since there is a manual oversight required at various parties the turnaround times get further extended.
The standard turn around time is 5 - 7 business days. However, each payment mode has a slightly different time frame for refunds.
Failed transactions and reversals
The PA Guidelines require RBI instructions on the harmonisation of Turn Around Time (TAT) for the resolution of failed transactions. This has been put in place under the RBI Notification on Harmonisation of Turnaround Time (TAT) and customer compensation for failed transactions using authorised PaymentSystems, vide DPSS.CO.PD No.629/02.01.014/2019-20, dated September 20, 2019. As per these guidelines, a ‘failed transaction’ is defined as follows:
'A ‘failed transaction’ is a transaction which has not been fully completed due to any reason not attributable to the customer such as failure in communication links, non-availability of cash in an ATM, 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.'
It is ensured that internal TAT as defined under this section comply with these guidelines.
In the circumstances, a customer tries to make a payment on a website but the payment status is shown as failed. However, the customer is notified that the money has been deducted already. RPPL’s reconciliation team identifies such transactions marked as failed or user dropped in our systems and yet we have received credit for these transactions. The RPPL reconciliation team then initiates reversals of funds to the customer 's original payment account. All refunds and reversals are made to the original method of payment unless agreed explicitly by the end customer to credit to an alternate mode. Exceptions may also arise in cases where the underlying instrument from which the customer paid is unavailable (expired VPA, closed card, etc.). Credits towards reversed transactions (where funds are received by RPPL) and refund transactions shall be routed back through RPPL’s PA escrow account unless as per contract the refund is directly managed by the merchant and the customer has been made aware of the same.
All reversals are created within T+0/ T+1 days (subject to settlement report from bank/ PG partner). Reversal requests are again raised with the respective banking partners via APIs or other channels based on the support provided by the acquiring banks which are then subject to the various handling processes at each of the parties.
Internal timelines are as follows:
*Exceptions may arise due to dependency on partner banks for processing the refunds/ reversals.
Fraud alerts from the LEA
Upon receiving a fraud alert from the Law Enforcement Agencies, the following process is followed:
● RPPL raises a dispute and further service delivery proof is sought from the merchant.
● Once the merchant submits the relevant documentation like invoices and proof of delivery, these are reviewed.
● Action is taken accordingly i.e. marked as merchant lost or merchant won.
● In case of ‘merchant lost’, i.e., if the merchant loses the dispute raised, the amount is refunded back to source.
● In case of ‘merchant won’, i.e., if the dispute is resolved in the favour of the merchant, then the amount is settled to the merchant as per the settlement cycle.
Any LEA or other investigating agencies seeking to contact RPPL, may reach out to RPPL’s Nodal Officer appointed as per the PMLA and other applicable regulations for this purpose.
Grievance Redressal/Nodal Officer: Mr. Abhisek Sharma
E-Mail: nodalofficer@bharatpepg.com
Working hours:Monday to Friday from 10:00 a.m to 7:00 p.m.