Grievance Redressal Policy
Introduction
The objective of our grievance redressal policy is to provide timely and comprehensive resolutions to customer queries, complaints and grievances.
The policy encompasses the following key aspects:
- Registration and Handling of Complaints & Grievances
- Disputes / Chargeback Management
- Refund Management
Registration and Handling of Complaints & Grievances
Customer can raise a query, complaint or grievance through the various communication channels mentioned below
Website > Support > Get Help
On the website of NTT DATA Payment Services India Private Limited, under the 'Support' tab, the 'Get Help' option enables users to raise a ticket for any complaint directly through the website.
https://in.nttdatapay.com/customer-care
Website > Support > Contact Us > Email ID & HelpDesk Contact Number
Customer can also write their queries, complaints, or grievances to the following email IDs, mentioning all the required details to the HelpDesk.
HelpDesk contact details:
| Level | Point of Contact | Contact details | TAT |
|---|---|---|---|
| Level 1 | Help Desk Team |
Note: HelpDesk team is available from 8 am to 8 pm on working days. | 3 to 7 business days |
| Level 2 | Grievance Redressal Officer | Sandeep Goyal Email ID: NDPS.grievanceredressal@nttdata.com Address: 11th Floor, B4/B5, NIRLON KNOWLEDGE PARK, Off Western Urban Road, Cama Industrial Estate, Goregaon (E), Mumbai, Maharashtra - 400063 | 12 business days from the date of escalation |
Note: PA related complaints will be resolved within a period of 30 business days from the date of receipt of complaint as per the prescribed regulations.
For Transaction based complaints, the customer is required to share the details below for faster complaint resolution :
- Transaction reference number;
- Complainant’s email Id;
- Complainant’s contact number;
- Complainant’s ID (MID / TID , as applicable);
- A brief description on the issue;
- Copy of supporting document, if any; and
Any other relevant information as required by the Company for complaint resolution.
Following is the list of common queries and resolutions with the respective TAT
| Customer Queries | Resolution | TAT |
|---|---|---|
| Transaction status | Provide details of the transaction status and other information like PA transaction reference number, date of transaction, amount of transaction. | 3 - 7 business days from the date of complaint |
| Transaction successful, but no response from merchant | Provide required information to the customer, including the merchant details. Additionally, we forward the same e-mail query to the service provider Merchant with keeping end-customer in loop (copy of email to the concerned customer). | |
| Refund issues | Provide the refund details to the customers, with bank reference number (BRN) / Acquirer Reference Number ARN number for further verification with their concerned bank. | |
| Customer claims that transaction refund amount is not reflecting in his/her account | Recheck transaction amount fund status and raise an issue with the concerned bank. The updates received is then shared with the customer. | |
| Amount debited but goods/services not received | Search the transaction with details following details : i. Mail id ii. Date and amount of transaction iii. Any reference ID etc In case if the transaction details are not found in our records, HelpDesk team asks the customer to contact Merchant (service provider) & their concerned bank for transaction information. |
Note: TAT may be impacted, in case grievance redressal has dependency on external teams like banks or other parties or serviceability challenge due to far off locations.
- Online Dispute Resolution (ODR) System
As per the RBI regulation: RBI/2020-21/21 DPSS.CO.PD No.116/02.12.004/2020-21 around "Online Dispute Resolution (ODR) System for Digital Payments", we maintain ODR system to allow customers/complainant to reach out to us via web-based complaint service under “Get Help” or via HelpDesk contact number or Email ID (available on our corporate website) for customers convenience. Our internal complaint handling process is managed via Ticket Management tool to expedite the resolution process in effective manner. - RBI Integrated Ombudsman scheme, 2021
Any aggrieved party may also make a complaint to the RBI Ombudsman under the RBI Integrated Ombudsman Scheme, 2021 that includes the purpose of the Ombudsman scheme.
Disputes / Chargeback Management
Disputes/Chargebacks can be associated with unsatisfactory Customer services or product or poor service delivery experience from the merchant. Chargebacks can also be filed if the Customer suspects any fraudulent activity on their card. Once a cardholder files a complaint with the issuer Bank, the dispute is forwarded by the associations to the acquirer who in turn raises the dispute/Chargeback to the service provider to initiate an investigation. NDPS further shares the chargeback with the Merchant.
Disputes/Chargebacks cases are considered high priority due to the involvement of Disputes/Chargeback handling team of both the Customer’s bank as well as our partner banks. There could be several reasons for a chargeback against a particular transaction. A list of the most common reasons for chargeback are as below :-
Dispute Reasons
- Transaction amount is different
- Request is made for the copy of the receipt
- Merchandise is defective or damaged
- Alleged fraudulent transaction investigated by the acquiring bank
- Multiple charges for the same order
- Merchant agreed to issue refund on merchandise returned or for any other reason
- Merchandise not as advertised
- Customer did not engage in or authorize this transaction
- Merchandise has not been delivered
- Cardholder is not in possession of the card used for the transaction
- Service not received from merchant
- Order was cancelled
- Customer paid for order by other payment method
Process to resolve Disputes/chargebacks
How we manage disputes
- NDPS will notify Merchant by email about the dispute, with the common transaction details along with the payment ID and the reason of chargeback, which is provided by the bank.
- In order to represent the chargeback, Merchant needs to review the Disputes/chargeback and provide documentary evidence to contest or defend the dispute with the stipulated time
- NDPS may request for additional documents for cases that need further investigation. These documents could include based on the merchant business or Authorization Letter from the Customer, Cancellation Policy, etc.
- Merchants needs to respond by sharing all the required documents as per the requirement of the bank along with a clarification/explanation in email. NDPS shall be check the documents and represent the dispute.
- Merchant needs to revert within the turn-around-time with the required document, in case non receipt and non-available of the documents merchant is liable for disputes.
Most of chargebacks arise due to miscommunication between Customer and Merchant, the following are the best practices for merchants when processing payments/ settlements to avoid chargebacks or disputes.
- Transparent Return Policy – Merchants should ensure that all refund/ return policies are clearly stated on their website.
- Clear and Constant Communication - Merchants must keep their Customers informed about the status of orders/delivery.
- To avoid any uncertainty, merchants should share reference numbers, invoices details, and other order/services related documents with Customers.
Refund Management
Refund Processing Timelines
NDPS has stringent mechanism to deal with refunds of failed transactions (transactions charged to Customer but not returned to Payment Aggregator and, in turn, to merchant, hence no services are rendered). As per the merchant's line of business, they can opt to configure their account to reverse such transactions or get it updated as a successful transaction post reconciliation, and continue to provide services.
We can reconcile dropped transactions in 2 ways:
- We initiate server-to-server API calls with banks on periodic basis to fetch the status of transactions. Such cases are sent to bank for reversal on T+1.
- For banks who do not provide the API-based reconciliation mechanism, we reconcile with the offline files received from the banks on the next working day. Thus refunds for such transactions are sent the next day post reconciliation or T+1 post reconciliation.
Refund Reasons
- Merchant has initiated the refund to the Customer because he is unable to provide goods or services or due to a Customer complaint about the service to merchant.
- There are duplicate transactions and one of the duplicate transactions has to be refunded.
Once a refund has been initiated, NDPS refunds to the source account as follows –
- Merchant is provided with a refund API or batch mechanism to initiate complete or partial refund in portal.
- Batch file is processed by the payment team at NDPS to acquiring bank to initiate refund to the source account.
- Refund is processed from the acquiring bank to the source account. Daily reconciliation of the files is done to check on refund RRN and the same is reflected on merchant dashboard and payout file on the merchant’s portal.
- In case there are issues or queries related to any of the details related to refund, then the merchant can reach out to the Customer Service Team.
