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 have developed a robust complaint handling process to strategize the disposal of customer complaints in an effective manner. This process includes clear steps for complaint logging, tracking and resolution. The ODR system optimizes the use of technology to facilitate communication, negotiation and resolution of the dispute between the customer and the merchant.

Upon successful transaction, PayuGuru shares a transaction confirmation with the Merchant/ Customer on the Merchant site/ transaction page which includes a transaction reference id. This id will be the reference to the customer/ merchant throughout the grievance.

Level 1- Reporting the Issue:

The Customer can report the issue to PayuGuru support team. PayuGuru has made available the above hyperlink to the Customer(s) on its website at all times through which the Customer may report their complaints/ grievances. A Customer/ Merchant may reach out to PayuGuru Payments for disputes arising out of any of the following grounds:

• Refund Processing;
• Unauthorised electronic fund transfer;
• Unreasonable delay (beyond the time communicated to the Customer by the Merchant) on refunding the transaction amount post refund confirmation;
• Non-adherence to any instructions/ circulars/ guidelines of the Reserve Bank of India or any applicable law to PayuGuru and/ or the merchant; or
• Any other issue pertaining to the transaction processed by PayuGuru.

The PayuGuru Support team shall respond to the grievance filed by the Customer within 5-7 working days from the date on which grievance was filed. If the Customer is not satisfied with the response provided, the Customer can go for the next level of escalation.

How to Raise a Complaint?

• A Customer/ Merchant can visit PayUGuru Support Page and can fill up forms to report an issue available on these pages to report their grievance. An option to ‘Track Payment/ Refund Status’ using a transaction reference ID, or ‘Report an Issue’ is also provided. On submission of this form, a support ticket is raised which allots a unique reference number.
• The support team shall send its first response/acknowledgement towards the complaint within 2 working days of the receipt of complaint. Such a response may either contain the resolution or an intimation that the Company requires more time to examine the complaint. Maximum time to resolve the complaint would be 9 business days from the date of lodging the complaint.
• The User will be intimated accordingly and kept updated on the progress / status of the complaint on a periodic basis till such time that the complaint is not resolved. The status of the complaint shall be informed to the Merchant by an email and a text message or can be checked by the Merchant on “Track your Query” section on the website.

If the Customer is not satisfied with the response provided, the Customer can go for the next level of escalation.

Modes of Complaint Registration-

1. Via Web portal- Customer may write to the ‘Nodal Officer’ of the Company on the following webpage: https://payu.guru/redressal_policy.asp
2. Via Email- Email the nodal officer of the company here, i.e., through a personalized form.
3. Call our customer support center on ________/ _______ (24/7).
4. Via Post/courier-
   
   To.
   The Nodal Officer
   M/s. Arena ITech Private Limited
   Address:
5. Via In-Person- Customers may visit the Arena ITech Private Limited. office and fill out the paper-based form available on the premises- M/s. Arena ITech Private Limited, Address:________.

Escalation Matrix:

If a grievance received by any of the channels is not resolved within the below mentioned days from the raising of the dispute with the concerned level, then a customer/ Merchant may escalate the to higher levels of grievance redressal.

Level 2- Assistant Nodal Officer-

In case the User wishes to further escalate the complaints/ grievances, he/she can get the grievance registered by mailing the issue to the PayuGuru Assistant Nodal Officer- grievances@ payu.guru. PayuGuru shall attempt to respond within 3-5 business days from the date on which grievance was escalated. Apart from mailing, the above-mentioned other modes of escalating can also be tapped by a user. The Customer may request for an update on the grievance in case any grievance requires more than the specified time period.

Level 3- Principal Nodal Officer

In case a user is still having any complaint/ grievance, such complaint/ grievance may be escalated to PayuGuru’s Principal Grievance Officer, the details of whom are provided below:
Principal Grievance Officer: Mr./ Mrs.______
Address: ____________________________
Nagpur, Maharashtra, 411005.
E-Mail: grievances@payu.guru

Level 4- RBI Ombudsman-

If the Customer is not satisfied with the resolution provided by PayuGuru Payments, or has not received a reply within 30 days of filing the complaint with PayuGuru, then he can file the complaint with the RBI Integrated Ombudsman located at the RBI Office in Nagpur. Complaint lodging portal of the Ombudsman: https://cms.rbi.org.in/

Toll-Free Phone No: 14448
Email ID: CRPC@rbi.org.in
Address: The Officer In-Charge, Consumer Education and Protection Cell, Reserve Bank of India, Dr. Raghavendra Rao Road, Civil Lines, P.B.No.15, Nagpur - 440 001, Telephone: 0712-2806326.Click here to lodge complaint

Refund Processing Timelines:

Adhering to the RBI circular- RBI/2019-20/67 DPSS.CO.PD No.629/02.01.014/2019-20 on "Harmonization of Turn Around Time (TAT) and customer compensation for failed transactions using authorized Payment Systems", PayuGuru 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).

• We initiate server-to-server API calls with banks on an hourly basis throughout the day to fetch the status of transactions. Such cases are sent to bank for reversal on T+1 basis.
• For banks who do not provide the API-based reconciliation mechanism, we reconcile with the offline files received from the banks the next working day. Thus, refunds for such transactions are sent the next day post reconciliation or T+1 post reconciliation.