Customer Grievance Redressal System

Overview of Easebuzz Customer Grievance Redressal Policy

Easebuzz promotes a holistic approach on risk management process from Merchant Onboarding to handling dispute resolution or chargeback. We have clearly defined the roles and responsibilities for each team as well as the escalation structure. This allows all parties to take appropriate and prompt actions to resolve any disputes and ensure seamless user experience.

Easebuzz published a customer grievance redressal procedure to guarantee prompt and complete resolution of customer queries, grievances, and complaints.

  • The dispute management process is handled by Operations team headed by Nodal officer through different verticals –

  • Chargeback and dispute management team

  • Support Team – settlement and reconciliation

  • Legal Team in case any litigation

  • The policy encompasses the following key aspects –

  • Grievances Handling

  • Management of chargebacks and frauds

  • Processing of refunds

Considering the best interest of card holder and regulatory guidelines Easebuzz has a clearly defined policy regarding dispute resolution, handling chargebacks and refunds. Our automated ticket management system and dedicated helpdesk allow us to offer seamless service to both the aggrieved parties and merchants.

Grievances Handling

Overview

Easebuzz has mentioned the contact details for raising the disputes on their website https://easebuzz.in/contact

Mode of raising dispute

Contact point

Email 24x7

grievances@easebuzz.in

IVR

1800 891 8297

Chat Bot 24x7

https://helpdesk.easebuzz.in/Troubleshooting

 

Alternatively, Customers can contact Easebuzz via the Online Dispute Resolution mechanism- Helpdesk (https://helpdesk.easebuzz.in/Troubleshooting) and submit their complaint or query. This ODR mechanism allows customers to track the status of their complaint. Each query or complaint is assigned a unique ticket number. Customers receive an email and SMS with all detail.

Apart from helpdesk, customers can reach us through Phone Call, Email, WhatsApp, Chatbot and IVR to raise their issues.

The team is facilitated to act within 24 hours on resolution with action that could be majorly related to the follows –

Customer grievances Resolution
Enquiry about failed or duplicate transaction Transaction details and confirmation on status of transaction is given to the customer. Merchant is also informed about the grievance which is being handled
Refund related query Information on ARN number with refund date is informed to the customer
Refund has been conducted but amount still not reflecting in customer’s bank account Refund status is confirmed with the concerned bank and status is shared with the customer
Services have not been received by merchant The status of payment is verified as successful and then the customer is informed about the merchant so that he can contact him. Merchant is also informed about the unsatisfied customer
Receipt has not been generated or received Transaction status is checked and the customer gets another copy of receipt from the system. Merchant is also informed about the same so that the receipt could be regenerated.

The above complaints are time bound and is auto registered within our internal “Salesforce” CRM for operational support. Each ticket has to be replied within 24 hours or it gets escalated as per escalation matrix below.

Escalation Matrix

There is a tiered approach in terms of customer escalation matrix where at each level there is a defined responsibility mentioned as below –

S.No

Department

Level-I

Level-II

Level-III

1

General Support

Email:Support@easebuzz.in

Surendra Shinde

Azim Landge

Phone:18008918297/8275303542

Phone : 18008918297

Phone:18008918297

 

surendra.shinde@easebuzz.in

azim.landge@easebuzz.in

2

Chargeback

 

Surendra Shinde

Satyapal Salve

 

Phone : 18008918297,chargeback@easebuzz.in,

Phone:18008918297

 

surendra.shinde@easebuzz.in

satyapal.salve@easebuzz.in

3

Fraud

 

Mohini Jadhav

Dhammanand Nagrale

 

Phone:18008918297,

Phone:18008918297

 

fraud.alert@easebuzz.in

anand@easebuzz.in

 

mohini.jadhav@easebuzz.in

 

4

Risk/Underwritting

 

Risk Intelligence & Control team

Ajay Swami

 

Phone:18008918297

Phone: 18008918297

 

ric@easebuzz.in

ajay.swami@easebuzz.in

5

Onbording

 

Punam Gite

Dhammanand Nagrale

 

Phone:18008918297

Phone:18008918297

 

punam.gite@easebuzz.in

anand@easebuzz.in

6

Sales

 

Sales Team

Mayur Amrutphale

 

Phone: 18008918297

Phone: 18008918297

 

sales@easebuzz.in

mayur.amrutphale@easebuzz.in

7

Documentation compliance

 

Risk Intelligence & Control team

Ajay Swami

 

Phone:18008918297

Phone: 18008918297

 

ric@easebuzz.in

ajay.swami@easebuzz.in

8

Technical queries

 

Punam Gite

Rizwankha Azharkha

 

Phone:18008918297

Phone:18008918297

 

punam.gite@easebuzz.in

rizwankha.pathan@easebuzz.in

9

Settlement & Finance Issues

 

Joydeep Biswas

Jitendra Kushvaha

 

18008918297

Phone: 18008918297

 

joydeep.biswas@easebuzz.in

Email:jitendra.kushvaha@easebuzz.in

10

Merchant Support

 

Surendra Shinde

Azim Landge

 

Phone : 18008918297

Phone:18008918297

 

surendra.shinde@easebuzz.in

azim.landge@easebuzz.in

Management of chargebacks and fraudulent alerts

A chargeback is a return of money to a payer of a transaction especially when a customer raises a dispute in their financial institution in relation to a purchase made with their card or UPI.

Chargeback Types

Commonly chargebacks can be associated with unsatisfactory customer service/product or unsatisfactory service delivery corresponding to a merchant. A list of common types of chargebacks and remedies have been described below -

Sr. No

Dispute Type

Description

Resolution

Category

 1

Product is not received

The customer claims that the product has not been given by the merchant as per the expected date of delivery

There is a query raised to the merchant. There is a legitimate signed copy of the invoice that is received or a proof of delivery acknowledged by the customer. The same is then submitted to the issuer bank.
In case the merchant is unable to provide with legitimate copy of the invoice, then the merchant has to initiate a refund and the same is informed to the issuer bank and customer

Consumer dispute

 2

Duplicate transaction

There are 2 transactions done for the same product and there is a chargeback raised for refund related to any of these 2 transactions

Details of the invoice copies for both these orders have to be sufficed at the representment stage.
If duplicate transactions are identified, then merchant has to process refund corresponding to one of the duplicate transactions.
When the refund is processed, merchant dashboard and system is reconciled automatically with webhook calls on their server with details on ARN number for that 1 transaction and also the customer is informed automatically that the refund has been successfully processed.

Processing error

 3

Credit has not been processed to the cardholder

The card holder has confirmed that cardholder cancelled the transaction for which refund is due to the cardholder

In this case the terms and conditions with cancellation policy is clearly showcased to the issuer bank. The same is also displayed on the payment page where customer has to compulsorily agree. This is done during the representment stage.
The refund details are then processed to the original source account.

Consumer dispute

 4

Good and services not satisfactory

The card holder claims that the goods and services have not been provided as per what was shown over the website

In the case of ecommerce transaction, merchant has to ensure that the details of the merchandise have to be match with details that has been delivered to the customer.
Merchant is communicated about the unsatisfactory response from the customer. Merchant has to provide a rebuttal letter to remedy the risk investigation in case the cardholder is a suspected fraud.
Refund is processed to the original card holder (Issuing bank) in case it has been agreed that customer is unhappy with the merchandise received and merchant has to be provided with the funds.

Consumer dispute

5

Fraud or no authorization

Cardholder states that he has not authorized the transaction

i. Description of goods and services ordered.

ii. Cardholder authorization letter Signed Invoice and Charge slip copy

Fraud

Declined reason code

Code No

Reason

Explanation

0

Transaction Approved Successfully

The transaction is approved and completed successfully.

1

Refer To Card Issuer

The transaction is refused by the issuer, so the cardholder should contact the issuing bank to clarify the situation. Cardholder is advised to use a separate card or try again after resolving the issue with their bank.

3

Invalid Merchant Number

This error indicates that the entered details are incorrect or your merchant facility is non-functional.

4

Pick Up Card

The transaction is declined by the issuing bank that requested for retaining the card as it could be reported as lost or stolen. Ask the customer for using a separate card or contact their bank to resolve the issue.

5

Do Not Honour

The issuing bank is unwilling to accept the transaction. Ask the customer for a separate card to complete the transaction or ask them to contact the bank for more details.

6

Error

When the code occurred for a one-time transaction, don’t run the card again and don’t provide any more goods or services to the cardholder. For the recurring or scheduled transaction, make sure that the card wasn’t incorrectly flagged as fraudulent. Ask a customer to contact their bank or update their payment details with a new card.

12

Invalid Transaction

An error occurred while processing the card. Make sure that payments are correctly configured.

13

Invalid Amount

Double check what is entered and make sure it wasn’t negative or included incorrect symbols.

14

Invalid Card Number

The card issuing bank has declined the transaction because of an incorrectly entered a credit card number or a number that doesn’t exist. Double check the card details and try processing again.

15

No Issuer

The customer’s card issuer doesn’t exist. Double check the card number and try processing the transaction again. The card number should start with 3 (AMEX), 4 (Visa), 5 (MasterCard), or 6 (Discover).

22

Suspected Malfunction

The issuing bank is not responding during the transaction. The cardholder should check the card information and try processing again.

30

Format Error

Double check the setup on your merchant account, as it may be incorrect.

31

Bank Not Supported By Switch

The customer’s bank has declined the transaction because it doesn’t allow using the card for mail/telephone, fax, email or internet orders.

The error usually comes with the Discover card, so the customer should use a separate card. If a Discover card wasn’t used, ask the cardholder to contact their bank.

34

Suspected Fraud, Retain Card

The transaction is declined by the issuing bank as there is suspected fraud on this credit card number.

Monitor subsequent transactions to check for fraudulent transactions on alternate cards. If there are multiple fraudulent transactions, please contact us.

37

Contact Acquirer Security Department

The customer’s card issuer has declined the transaction and requested to retain your customer’s card. The customer should use an alternate card or contact their bank.

After receiving this particular error, monitor subsequent transactions for fraudulent transactions on alternate cards.

41

Lost Card

The issuing bank has declined the transaction as the owner of the card reported it as lost or stolen. In this case, don’t retry the transaction and don’t provide any goods or services to the cardholder. Validate the customer authenticity and refer the cardholder to the issuer.

42

No Universal Account

The transaction is declined by the issuing bank as the account type is not valid for this card number. Ask the customer to use a separate card or to contact their bank.

43

Stolen Card

The issuing bank has declined the transaction as the credit card owner has reported this card as stolen. Don’t try the transaction again and stop providing any goods or services to the customer, and report the transaction attempt to the relevant issuing bank.

49

The Card Was Declined

The customer’s card issuer has declined the transaction as the credit card is not enabled for online transactions.

The customer should use an alternate card or contact their bank.

51

Insufficient Funds

The transaction is denied by the issuing bank as there aren’t enough funds in the associated bank account to complete this payment or the transaction will put the customer’s credit card over the limit. Request a different card from a customer or ask them to contact their issuing bank.

54

Expired Card

The card is expired and no longer valid to use. Ask a customer to correct or switch the card.

56

No Card Record

The transaction is declined by the issuer, as the credit card number doesn’t exist. The customer should use a separate credit card.

57

Function Not Permitted to Cardholder

The issuing bank has declined the transaction as this card cannot be used for this type of transaction.

Ask the customer for using another card or contacting their bank. When the bank confirms it will process correctly, attempt the transaction again.

58

Function Not Permitted To Terminal

The code appears when the card cannot be used for this type of transaction or when the merchant processing account is not properly configured. The response usually appears when test cards are used on the live gateway.

59

Suspected Fraud

The transaction is declined by the issuer because it appears fraudulent. Monitor all the transactions processed after the error occurred.

61

Withdrawal Limit Exceeded

The issuer has declined the transaction because it will exceed the customer’s card limit. Ask the customer to use another card.

62

Restricted Card

The card is invalid in a certain region or country or the customer tried to pay online with a card that doesn’t support your online payments.

67

Capture Card

The transaction is declined by the issuing bank because the card is suspected to be counterfeit. The customer’s card issuer has requested that your customer’s credit card is retained by you.

Ask the customer to use a different card or to contact their bank.

91

Card Issuer Unavailable

There was a problem contacting the issuing bank to authorize the transaction. The customer should attempt to process this transaction again. If the problem persists, the cardholder should contact their bank.

92

Unable To Route Transaction

The customer’s card can’t be found for routing and the code is mostly used for a test credit card number. The cardholder should try to complete a transaction again.

Process of handling chargebacks and Fraud

All the chargeback and fraud alerts are raised to chargeback@easebuzz.in

Easebuzz has an internal dispute management system with operations team responsible to handle each query that gets forwarded from the network to the acquirer who in turn raises the dispute to the merchant to initiate an investigation.

  • The following escalation matrix is followed -

  • Level 1 - Operations team on email ID – chargeback@easebuzz.in

  • The first level of chargeback is sent across to the above email ID where the operations team has to send this to the merchant asking for document to support the case. In the case of turnaround time, the case is submitted to acquirer within maximum 7 working days from the day of chargeback complaint received from the acquiring bank.

  • Level 2 -Nodal Team on email ID - grievances@easebuzz.in

  • If the complaint is not resolved or when the case is further disputed from the network then the case is moved to our Nodal Officer whose details are listed below.

  • Name - Mr. Dhammanand Nagrale Email id - grievances@easebuzz.in

  • Address - THE SOCIAL STREET, ‘B’ Block/Building 2nd Floor, Survey No.32/2 & 32/3 Opposite Vivanta Hotel, Hinjewadi, Hinjawadi Village, Wakad, Pune, Maharashtra 41105. Phone number - 8275303542

  • We have created a threshold of 1.5% CTS. Any merchant TID which crosses this threshold is permanently deactivated.

SOP – Chargeback Handling

Sr. No.

Process Step

Ownership

TAT

System

Details

1

Dispute / Retrieval Request Process

Chargeback Team

T+1

Email

Based on dispute received from acquiring bank investigation findings and case requirements, the chargeback team will raise a request through our internal CRM to initiate Charge-back/ Retrieval Request on the case.
Chargeback team to action the request and inform the time-lines for closure.

This is the first step in the disputes resolution process for transactions raised through acquiring bank/ Card network.

Chargeback Team investigates and initiates the dispute request to
merchants for documents that need to be retrieved for a particular case. Details are –

i.                     Transaction ID

ii.                   Name of the customer

iii.                 Reason for chargeback

iv.                 TAT for representment

2

Initiating the process of sending Intimation Emails to merchants and sales team

Chargeback Team

T+1

Excel

Once chargeback is raised in the system, team will initiate the dispute to the merchant and ask for listed documents for re- presentment as per chargeback reason code.

3

Review of Merchant feedback and

response to Bank with scanned supporting documents

Chargeback Team

Tr+1

Excel

For cases wherein, Dispute team has to fulfil /shared the scanned copy of the supporting documents depending on reason code with the acquiring bank within T+7 days as per TAT.

If documents are not
submitted within the specified time frame, then chargeback stands invalid and the case will be closed in customer favour or will take on good faith basis

For fulfilment of documents:

1) Cross Check the Issuing fulfilment cases updated in Master Chargeback reports

2) Scan the valid documents to be sent to the bank for presenting the case as per the Card guidelines. Document includes:

a) Copy of Tax Invoice

b) Proof of delivery of goods and/or customer satisfaction confirmation

c) Refund date and ARN number showing refund has been successfully processed,

d) Logs of the card holder in certain segments.

4

Banks Report on Chargeback raised by Dispute Team

N/A

N/A

N/A

Bank can accept or reject the chargeback.
If the merchant doesn't represent the case within time period of 45 Days from the date of chargeback settlement the case is deemed accepted and the credits are
passed to the card holder's account .

On the other hand, Bank can reject the case by representing the chargeback with the supporting documents showing "Valid Transaction" on good faith basis as a proof by attaching the documents.

5

For rejected/ represented chargebacks Downloading Re-presentment documents Analysis & further action.

Nodal Officer/ Grievance Cell

Tr+1

Excel

The merchant should provide supporting documents within 5-7 days from the date of re-presentment for transactions.

Check & Analyse the fulfilment as per Card Guidelines.

In case of receipt of valid representment
documents Represent the dispute to acquiring bank with documents and close the case.


In case of non-receipt or invalid re-presentment from merchant- Customer Bank will raise the 2nd chargeback i.e., documents raise Pre arbitration for 2nd level
representation cases and 2nd chargeback for another 30 days' time frame is required for further resolution of the case.

For the 2nd level chargeback, we ask merchants for the customer satisfaction email or accept the chargeback.

6

For Accepted chargebacks:
Credit to card holders account (refund)

Operations Team

-

Excel

Amount will be processed to the Card account for the cases which are accepted by the Merchant bank as per guidelines.

Once the merchant accepts the dispute, we will pass permanent debit entries to his account and intimate the bank to reverse credit to the card account.
CB team will also update remarks as dispute accepted and credit reversed for individual dispute ID in system.

7

Update the chargeback file, Close the dispute.

Chargeback Team

T+7

Excel

Update the chargeback Master file and update the closure remarks in the dispute file to close the case.
Also send closure mail confirmation to
merchants.

*Note

T - Date of dispute received from Acquirer Bank .

Tr - Date of response receipt from Merchant

In case of Chargeback received post business working hour - TAT starts from Next day morning

Dispute Resolution Clause

In the event of a dispute in connection with Agreement between merchant and Eazebuzz, the same shall be referred to arbitration in accordance with the Arbitration & Conciliation Act, 1996.

The arbitration shall be held at Pune, India and the arbitration shall be conducted in the English language.

This Agreement thereof shall be governed by laws of India and courts of Pune shall have exclusive jurisdiction to entertain a dispute in connection herewith

Obligations of Merchant

Below are the sample clauses from the agreements formulated with merchants, outsourced agencies, and other stakeholders endorsing adherence to dispute resolution mechanism:

“The Merchant agrees to notify Easebuzz of any Third Party claim that the Merchant’s use of the Easebuzz Services conflicts with or infringes upon or violates any rights of such Third Party.

Merchant may promote Easebuzz Services in its Website and may endeavour but not be obligated to promote Easebuzz Services in other advertisements, publications.

Merchant undertakes to provide all the information and assistance as is required by Easebuzz or if the same is required to be provided to government or judicial/quasi-judicial authorities by Easebuzz.

The Merchant shall be responsible towards all the refunds and chargebacks and shall be a point of contact for all the refund request and/or the disputes raised by the customers.”

Banking Ombudsman

If the issue is yet not resolved or the customer do not get any clarity, a party aggrieved may also file a complaint to RBI Ombudsman under its RBI Ombudsman Scheme for Digital Transactions 2019, which includes the Ombudsman scheme's purpose and contact information. Please refer to the following link for more information. OSDT31012019.pdf (rbi.org.in).

Refund Management

Because most chargebacks stem from miscommunication between buyer and seller, the following are some recommended practices for merchants when processing payments/ settlements to avoid chargebacks or disputes.

  • Transparent Return Policy – Merchants should ensure that all 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 ambiguity, merchants should share tracking numbers, invoices, and other order-related documents with customers.

  • The processing of refunds is initiated to the source account only.

  • Refunds are initiated due to the following 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.

  • There are duplicate transactions and one of the duplicate transactions has to be refunded

  • Customer bank initiates a refund due to failed transaction. These pertain to cases where the customer account was debited online, but the status of the transaction was not sent to the merchant

  • Once a refund has been initiated, Easebuzz manages the flow of refund to the source account as follows –

  • Merchant is provided with a refund API or batch mechanism to initiate complete or partial refund

  • Customer is notified about the refund initiation via the same API where merchant can trigger a response to the customer on his email ID or phone number

  • Batch file is processed by the payout team at Easebuzz 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 ARN and the same is reflected on merchant dashboard and payout file on the merchant’s registered email ID

  • Maximum TAT defined for refund is “T”+ 5 working days, “T” being the date of initiation of refund from the merchant.

  • In case there are issues or queries related to any of the details related to refund, then the merchant can reach out to Easebuzz on tollfree number available with support between 9:30 am to 7 PM everyday (Including weekends) which is published on website - https://easebuzz.in/contact

Sensitizing operating staff on handling complaints

Training on matters relating to customer service, adherence to Bank Policy and RBI’s policy is imparted to staff members at all cadres periodically during our training session. We are also engaging the services of guest faculty from Nodal Banks for handling sessions on clean note policy and the facility for exchange of soiled notes to the public.

Turn Around Time and Customer Compensation in failed transactions

Sl. no.

Description of the incident

Framework for auto-reversal and compensation

Timeline for auto-reversal

Compensation payable

I

II

III

IV

1

Card Transaction

a

Card Not Present (CNP) (e- commerce)

Account debited but confirmation not received at merchant’s system.

Auto-reversal within T + 5 days.

₹ 100/- per day of delay beyond T + 5 days.

2

Immediate Payment System (IMPS)

a

Account debited but the beneficiary account is not credited.

If unable to credit to beneficiary account, auto reversal (R) by the Beneficiary bank latest on T + 1 day.

₹100/- per day if delay is beyond T + 1 day.

3

Unified Payments Interface (UPI)

a

Account debited but the beneficiary account is not credited (transfer of funds).

If unable to credit the beneficiary account, auto reversal (R) by the Beneficiary bank latest on T + 1 day.

₹100/- per day if delay is beyond T + 1 day.

b

Account debited but transaction confirmation not received at merchant location (payment to merchant).

Auto-reversal within T + 5 days.

₹100/- per day if delay is beyond T + 5 days.

4

National Automated Clearing House (NACH)

a

Delay in crediting beneficiary’s account or reversal of amount.

Beneficiary bank to reverse the uncredited transaction within T

+ 1 day.

₹100/- per day if delay is beyond T + 1 day.

b

Account debited despite revocation of debit mandate with the bank by the customer.

Customer’s bank will be responsible for such debit. Resolution to be completed within T + 1 day.