PayGlocal  Grievance
Redressal Policy

Last Updated: July 10, 2021

Version: V 1.2

Background

PayGlocal Technologies Private Limited (herein referred as “PayGlocal”) is a company incorporated under the Companies Act 2013. It has its registered office at 6048, Prestige Shantiniketan, ITPL Main Road, Whitefields, Bengaluru, Karnataka – 560048, India. PayGlocal is a payments processing company that helps businesses process payments globally.


With this grievance redressal policy, PayGlocal offers a transparent, open, and approachable grievance redressal process for end-customers[1] & merchants[2] to connect with PayGlocal and raise valid grievances for their transaction related, onboarding, settlement, integration problems that they face using PayGlocal payment system.


This policy is structured for minimizing Customer & Merchant grievances. The policy is formed to accept grievances through proper channels and provide review mechanism and prompt redressal of all Customer & Merchant grievances.


[1] - In scope of this policy, an end-customer who will be purchasing of goods /services from the merchants by making payment via different payment instrument is defined as a (“Customer”).

[2] - In scope of this policy, all merchants who will be utilizing the services of PayGlocal for accepting payments for goods /services from their end-customers via different payment instrument is defined as a (“Merchant”).

Grievance Reporting Channels

PayGlocal accepts grievances through two primary channels - website & email.

Once a grievance is received through the above channels, PayGlocal assigns that to its internal team for redressal. If a grievance response is not received by the customer/merchant within the prescribed time frame mentioned in this policy, or the customer/merchant is not satisfied with the resolution offered, they can approach the Nodal officer appointed by PayGlocal for escalation. The escalation matrix is defined below. The Customer/Merchant is expected to read and understand this process to receive appropriate redressal support from PayGlocal.

Level 1 - Reading FAQs and Reporting a specific Issue

The Customer can visit PayGlocal website and its FAQ page and refer to questions and their resolutions available online. If the Customer has a query related to a particular issue, they can fill up forms available for specific issues on PayGlocal support website to report their grievance. PayGlocal shall respond to the grievance within 5 working days.


If the Customer does not receive a response from PayGlocal within 5 working days or is not satisfied with the response provided by PayGlocal, the Customer can go for the next level of escalation.

Level 2 - Emailing PayGlocal Support Staff

If the Customer does not receive answers to their questions from PayGlocal’s Level 1 support process, within 5 working days from filling and submitting the form, the Customer can send an email with all details about their query to [email protected]. This email should contain the customer email ID and ‘support request’ in the subject line of the email to PayGlocal support staff.


Merchants can reach out to PayGlocal for any query or issue by writing to [email protected] from their registered email ID, along with a detailed description of the issue and supporting details such as Merchant MID and transaction details. PayGlocal support staff will respond to the request within 1-2 working days.


PayGlocal will attempt to resolve the issue within 5 working days from the date on which grievance was emailed to the above email ID. The Customer/ Merchant may request for an update and PayGlocal will keep the Customer/ Merchant posted if any grievance requires more than the specified time. If the Customer/ Merchant is not satisfied with the response provided, they can go for the next level of support.

Level 3 - Escalating and Reporting to Nodal Officer

In case the Customer/Merchant still has any grievance, the Customer shall escalate such grievance to the Nodal Officer.

Grievance cum Nodal Officer
Nikhil Jain,
PayGlocal Technologies Private Limited
Corporate Address : 6048, Prestige Shantiniketan, ITPL Main
Road, Whitefields, Bengaluru, Karnataka – 560048, India.
E-mail : [email protected]

Probable Disputes and Resolutions

PayGlocal defines a robust framework to manage disputes/grievances. This framework gives an overview of the transaction lifecycle of PayGlocal system and handles issues faced by Customers and Merchants separately, with resolution guidelines specified for each dispute type. The Customer/Merchant is expected to read and understand the dispute type and resolution ownership of their grievance to receive appropriate redressal support from PayGlocal.

Transaction Lifecycle of PayGlocal System

When a Customer initiates a transaction, it is first approved by the Payment Processing Engine and then proceeds to get Authorization from the customer for Funds to be deducted from their account. Once the transaction has been authorized, it is sent for Capture by the Processing Engine, failing which the transaction is reversed and the amount is returned to the Customer account. If the Customer initiates refund for any transaction, the captured transaction is then sent for refund processing.

Based on this transaction lifecycle, PayGlocal has identified possible issues/ disputes that could arise with the Customers or Merchants and outlined a Dispute Resolution Framework that acts as a guide to support the Grievance Redressal Process.

Customer Level Issues and possible actions

PayGlocal Dispute Resolution Framework classifies customer issues into 5 types and outlines the guidelines for resolution as per dispute type.

Customer Level Issues and possible actions

Dispute
Type

Resolution Ownership

Resolution
Steps

Turn Around
Time (TAT)

Goods or
services issue

Merchant

Resolution by merchant selling the items

Merchant controlled

Transaction
Issue

Merchant / PayGlocal

Resolution to be identified between parties participating in transaction flow. Compensate customer as per guidelines with-in TAT.

5 days

Fraudulent
Transaction

Merchant / PayGlocal

Merchant and PayGlocal to implement measures to block future fraud.

5 days

Suspected
Merchant Fraud

PayGlocal

Resolution facilitated by PayGlocal to customer or customer is asked to file a chargeback; action against merchant

5 days

Chargeback
initiated by
Customer

Merchant

Merchant is to bear the chargeback. PayGlocal to adhere to the chargeback process required by our payment aggregator or banking partners.

NA

For dispute types where the TAT (Turn Around Time) is mentioned as ‘NA’, PayGlocal team will respond to the Merchant support request within 1-2 working days and mention the resolution details and TAT accordingly on a case-by-case basis.

Goods or Service Issue

If the customer grievance or dispute is due to any of the following reasons,
1 - Order not delivered.
2 - SNAD – Items Significantly Not as Described.
3 - Service not rendered.
4 - Quality issue – Damaged/ defective items.
5 - Goods/ Service delivered later than expected.
6 - Future partial service not required.
7 - Other goods or services related issues.


The Customer is advised to resolve this issue with their merchant as the first step. Merchants provide direct support to the Customers on their goods and service deliveries since PayGlocal does not take part in shipping or delivering of the products to the Customers.

The Customer should visit the Merchant’s website or App and refer to the terms & conditions, shipping policy, refund/exchange/return/cancellation policy and contact the Merchant to resolve the issue.

In most cases, the Customer must share the details of their transaction such as transaction date, amount, Order ID shared by the Merchant along with the issue they are facing with the Merchant.
Below is a detailed description of how this dispute is handled.

Resolution Owner: Merchant
Turn-around Time (TAT): Merchant Controlled

Merchant Response is Not Satisfactory

If the Customer has received a response back from the Merchant and is not satisfied with their response, the Customer can raise a chargeback with their issuing bank (for card payments). These Chargebacks will be raised with PayGlocal by the Customer’s issuing bank and PayGlocal will provide support to resolve the issue as per the chargeback guidelines.

Order Failures

In case of a transaction status mismatch, it could happen that the amount is deducted from the Customer’s card or account, but the Merchant order is not confirmed. In this case, the Customer should get the credit in their bank account within 5-7 business days. In case the Customer has not received the amount, the Customer may contact the Merchant for further details, as the refunds are initiated from Merchant's end. Below is a detailed description of how this dispute is handled.

Please note that with respect to TAT of failed transactions (5-7 days), wherever financial compensation is involved, the same shall be affected to the customer’s account suo moto, without waiting for a complaint or claim from the customer. Customer can also reach out to PayGlocal as per the grievance reporting channels mentioned in this policy in case of any compensation related issues. Further, with respect to TAT please refer to DPSS.CO.PD No.629/02.01.014/2019-20 dated September 20, 2019.

Refund not Processed

In case a Merchant declines to process the refund to the Customer for cases where services/products were not delivered by the Merchant and the Customer’s account was debited, the Customer can contact PayGlocal for resolution on the same by raising a Level 1 support request as outlined under Grievance Reporting Channels in this policy. PayGlocal then evaluates the issue and provides resolution accordingly.

Cancellation/Refund/Return related Queries

For cancellation of Orders/Refunds/Returns, the Customer should directly contact the Merchant. Merchants provide the return/refund/cancellation policy on their websites. Note that PayGlocal is a payment system provider and offers payments services to Merchants. The delivery of goods and services is managed by Merchants and PayGlocal does not handle delivery of products/services.

Reporting Fraudulent Transactions.

In case a Customer experiences that their payment instrument such as card or bank account has been used without their permission on a merchant that uses PayGlocal as their payment processing platform, the Customer can report the same to PayGlocal fraud management team on email id: [email protected]

For 3D secured transaction, PayGlocal will inform the same to the Merchant and if Merchant has not delivered the product/ services, Merchant may cancel the order and refund the amount back to the cardholder. For transactions where refund cannot be initiated, Customer may file complaint with law enforcement agency and PayGlocal will support to provide all details to them to carry out investigation of the case.

For unsecured transaction, in addition to reporting it to the [email protected], Customer can file Chargeback with its issuing bank for getting the reversal basis schemes Chargeback guidelines and PayGlocal provides resolution for the issue accordingly.

While reporting Fraudulent transaction to PayGlocal, the Customer must put this text in the Subject line “Fraudulent Transaction Reporting” when sending email to [email protected]. The Customer must provide as many details about that transaction as they can without actually sharing the card details or other sensitive information with respect to a transaction and the payment instrument used for the fraudulent transaction. Please refer to the PayGlocal FAQ page for more details on specific use cases related to a fraudulent transaction. Please note that for fraudulent transactions, customer queries will be addressed appropriately on [email protected] (as per RBI guidelines) depending on whether the transaction type is secured or unsecured.

Reporting Suspected Merchant Fraud

In case a Customer experiences fraudulent activity by a merchant such as selling goods and services not as per their website or their terms and conditions, the Customer can report that to PayGlocal via a Level 1 Support request and PayGlocal will attempt to address that in good faith by contacting the merchant and asking them to take corrective measures and addressing the issue in a reasonable timeframe. PayGlocal will keep the Customer informed on the course of action taken by the merchant on their complaint until a resolution is received.

If the Chargeback rate for a Merchant is higher than 0.5%[3] per month, PayGlocal will:


Work with merchant to improve this rate and bring chargeback rate down.

PayGlocal might stop merchant transactions on the platform if this rate remains high.

PayGlocal may stop merchant settlement per risk assessment by its Merchant Risk Management Team

[3] In scope of this policy, the threshold for Merchant Chargeback Rate (0.75%) is subject to changes basis Risk Schemes Guidelines

Customer Chargeback

A Chargeback can be initiated by the customer directly with their Issuing Bank in case of

1 - Unresolved Goods or service issue
1a - Merchant not responding (Service not Rendered)
1b - Merchant response unsatisfactory (SNAD – Items Significantly not as described)

2 - Duplicate Payment made
3 - Reporting Fraudulent Transaction
4 - Reporting Suspected Merchant Fraud

When the Customer files a Chargeback with the Issuing Bank, the Issuing Bank returns the transaction to PayGlocal’s Acquiring Bank and the Customer is refunded for the transaction by PayGlocal. The Chargeback amount is handled by the Merchant or PayGlocal as per their Agreement. Below is a detailed description on how a Chargeback is handled.

Primarily, all the chargebacks broadly fall under two reasons – Fraud Chargebacks and Service- related Chargebacks.

Common reasons for Fraud Chargebacks are mentioned below and each reason is assigned a reason code to be specified while processing the chargeback.
1 - Family/ friend/ employee use of Card
2 - Unauthorized transaction
3 - Buyer forgets about the order placed.

Common reasons for service chargebacks are mentioned below.
1 - Not received – customer claims that merchandise was never delivered.
2 - Not as described/ defective – merchandise was damaged or defective or did not match description on the website.
3 - Returns – the buyer has returned the merchandise and has not received the refund they were expecting.

In case of Service-related Chargebacks, the Merchant may choose to accept the Chargeback in which case amount is refunded back to the end customer else merchant may choose to contest the chargeback and basis the outcome of the case, money is either refunded to the end customer or reversed back to the merchant.

Merchant Level Issues and possible actions

Outlined below are possible issues/disputes that Merchants can face and guidelines on their speedy resolution.

Merchant Level Issues and possible actions

Dispute
Type

Resolution Ownership

Resolution
Steps

Turn Around
Time (TAT)

Merchant Account
Level Issues

PayGlocal

Resolution by PayGlocal upon receiving a Level 2 support request from Merchant

NA

Settlement
Related Issues

PayGlocal

Resolution by PayGlocal upon receiving a Level 2 support request from Merchant

NA

Transaction Issues

PayGlocal

Resolution by PayGlocal upon receiving a Level 2 support request from Merchant

NA

For dispute types where the TAT is mentioned as ‘NA’, PayGlocal team will respond to the Merchant support request within 1-2 working days and mention the resolution details and TAT accordingly on a case-by-case basis.

As Merchant issues differ on a case-to-case basis and require extensive support and immediate resolution, Merchants are advised to reach out to PayGlocal directly via Level 2 support channel - email to PayGlocal Support as outlined under Grievance Reporting Channels in this policy.

Merchant Account Level Issues

KYC & Application form submitted, however Account still not Activated.

Activation of an account is subject to -

Completion of KYC Form review (for which TAT is 3-5 working days from the date when KYC documents were submitted to PayGlocal)

Approval from our banking partners

(Working days do not include Saturdays, Sundays, and bank holidays)

PayGlocal team will update the Merchant on the activation status of the account upon receiving approval from banking partners.

In case the issue persists after 5-7 working days, Merchant can contact PayGlocal for resolution on the same as per the grievance reporting channels outlined in this policy. The Merchant is required to write to PayGlocal from their registered email ID as per Level 2 support of grievance reporting channels and PayGlocal will update the Merchant on resolution accordingly.

Facing Issues while integration

If the Merchant faces any issue during the integration, Merchant can contact PayGlocal for resolution on the same as per the grievance reporting channels outlined in this policy. The Merchant is required to write to PayGlocal from their registered email ID with a detailed description of the issue and PayGlocal will reach out to the Merchant for resolution accordingly.

Settlement Related Issues

Settlement Hold Issue

PayGlocal Compliance team and Partner Banks carry out routine audits of each Merchant’s transactions to identify any risky or out of pattern transactions and may temporarily pause Merchant Settlements during this time. The Merchant is advised not to worry as the Merchant is informed of the same via an email to the Merchant’s registered email ID by PayGlocal team and asked to provide any clarifications required.

Upon receiving Merchant’s response on clarifications, PayGlocal will be able to release the settlement within 2 working days and re-enable settlements for the Merchant.

Please note that the Merchant can still accept payments from end-customers.

In case of no resolution within 2 working days post submission of the requested information, Merchant can raise a Level 2 Support Request for grievance reporting as outlined in this policy. PayGlocal will reach out to the Merchant with appropriate resolution.

Merchant has not received the settlement/ Status Shown as Failed

If the Merchant has been requested by PayGlocal team to provide any information/ Clarification, the Merchant is advised to revert to the email with the necessary details.

If not, the Merchant is advised to contact PayGlocal for resolution of the same by raising a Level 2 support request for grievance reporting outlined in this policy. The Merchant is required to provide the MID and transaction details with respect to the settlement in the support request email. PayGlocal team will check the hold-up and revert to the Merchant.

Transaction Issue

Unable to Refund a payment

If the current balance in the Merchant Account is less than the amount that the Merchant is trying to refund, the Merchant is advised to initiate the refund after receiving further payments or initiate a Level 2 support request with PayGlocal team with their registered email ID along with MID and transaction details. PayGlocal team will respond to the request as per the TAT and dispute type guidelines mentioned in this policy.