Customer Grievances Redressal Policy (Payment Aggregation)

• 
  The Board approved policy of Mpurse for handling grievances of customers are classified as under:
  
  • Receipt of Customer Complaints/ Grievances/Concerns on 24*7 basis
  • Three tier Grievances Redressal mechanism
  • Procedure of Escalation
  
  All of the above policy matters bind all participants i.e. Customer, Merchant and Payment Aggregator (Mpurse), and shall contain detailed explanation of the types of disputes, the process of dealing with them, the compliance required, responsibilities of all the stakeholders, documentation, reason codes and procedures for addressing the grievance, turn-around-time for each stage, etc.
  
  

  A. Receipt of Customer Complaints/ Grievances/Concerns on 24*7 basis

  Applicant has system of receiving Customer Complaint on its toll-free number and email address duly published on Applicant's website on 24*7 basis.
  
  

  B. Three tier Grievances Redressal mechanism

  Applicant endeavors to dispose off the Customer Complaints at the earliest. The three tier Grievance Redressal Mechanism is as under:
  
  Escalations Matrix:
  
  In case of any problem please follow the below escalation matrix
  
  

  Level	Designation/ Officers	Contact details	Turn Around Time
  Level I	Customer Care	Write to us at care.pa-pg@mpurse.co.in Call us on 18005724160	24 to 48 hours
  Level II	Grievance Officer	Write to us at grievanceofficer@mpurse.co.in	3 Days
  Level III	Nodal Officer	Write to us at nodalofficer@mpurse.co.in	5 Days

  
  
  

  C. Procedure of Escalation.

  
  Level I
  
  Upon receipt of Customer Complaint, a unique Complaint ID is generated and same is provided to the customer for his reference. Stipulated resolution time within 24 hours unless the Complaint involves issue related to any third party (e.g. bank) in which case stipulated time will be within 48 hours.
  
  Level II/III
  
  In case the Customer is not satisfied with the response at Level I/ II, customer may escalate the complaint to the Level II/ III, further in case the complaint could not be duly redressed within stipulated time at the Level I/ II the same shall be automatically escalated to Level II/ III respectively.
  
  Multilevel support and nodal officer details
  
  Details of multi-level support as well as details of the Nodal Officer have been provided above who would be responsible for regulatory and customer grievance handling functions.
  
  

  DISPUTE RESOLUTION MECHANISM

  How we manage disputes at Mpurse
  
  Only the Customer or Mpurse can raise disputes. The merchant can view all disputes raised on their transactions in their Disputes Listing Page. They can also provide updates as well as submit required documents for the dispute via a 3-way messaging facility between Mpurse, the merchant and the customer.
  
  1. Supporting Documents
  
  Mpurse may request for a set of supporting documents for cases that need further investigation. These documents could include the Authorization Letter from the customer, Cancellation Policy, etc. Merchants can respond by attaching the required documents with a clarification message using our messaging facility. This can be uploaded from the Dispute Management module.
  
  2. Dispute Resolution
  
  Mpurse team can either close the dispute in the merchant's favour or allow chargeback to the customer. The Dispute status can be: 'Open', 'Chargeback', 'Closed' and 'Open and Hold'. After the dispute status has been set to 'Open', or 'Open and Hold', Mpurse can update its status to 'Closed' or 'Chargeback'. If the open dispute is confirmed as chargeback, Mpurse will debit the dispute amount in the customer's favour and set the status as 'Chargeback'. Similarly, if the open dispute is closed in favour of the merchant, Mpurse will update the dispute status as 'Closed'.
  
  3. Resolution of 'Open and Hold' Cases
  
  Mpurse designates the status as 'Open and Hold' for disputed cases that need further investigation and sets the amount as well as the end date for resolution. The amount set aside for resolution at this stage cannot be greater than the disputed amount.
  
  Different types of resolution for 'Open and Hold' cases:
  
  • When the time limit set for the 'Open and Hold' case is over and the dispute status has not changed, Mpurse will release the amount held against the dispute and close the dispute.
  • After further investigation, when Mpurse changes the status for the 'Open and Hold' case to 'Chargeback', the amount set aside for resolution (the balance amount payable) is treated as the chargeback amount and debited from the merchant's account in favour of the customer.
  • When Mpurse changes the status for the 'Open and Hold' case to 'Closed', the amount set aside for resolution is ruled in the merchant's favour i.e. credited to their account.
  
  

  REFUND PROCESSING TIMELINES

  
  Mpurse has a very 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.
  
  Mpurse take cares of the "Harmonisation of Turn Around Time (TAT) and customer compensation for failed transactions using authorised Payment Systems" as annexed to Circular DPSS.CO.PD No.629/02.01.014/2019-20 dated September 20, 2019 referred under Clause 5.5 of the Guidelines on Regulation of Payment Aggregators and Payment Gateways issued by the Reserve Bank of India dated March 17, 2020 amended from time to time, while handling refund to the extent of applicability.