Customer grievance redressal policy
Introduction
Zoho Payments Technologies is a payment aggregator that allows businesses to accept payments from their customers online. At Zoho Payments, we are committed to providing our users with the best possible payment experience. However, in case there's a grievance that needs to be addressed, we've set up a robust customer grievance redressal mechanism to ensure that your issues are resolved in a fair and timely manner.
Registering complaints
Customers might have issues with the merchant (business) in case of delays, suspected fraud, unauthorized purchases, poor product or service delivery, refunds, and compliance.
If merchants or their customers have a grievance and they want to raise a complaint, they can contact Zoho Payments through the following channels and escalate them as per the mechanism below.
Phone
Call us on our toll-free number 1800 309 8845 and share your concerns.
Once Zoho Payments receives the complaint, the team will acknowledge the request and provide a response.
Grievance redressal mechanism
Zoho Payments has devised its grievance redressal mechanism in multiple levels so customers can escalate them accordingly.
Level 1
Write to our customer support
Customers or merchants can write to our customer support team at support@zohopayments.com with the details of their orders. Our support team is available to assist customers from Monday - Friday (9:00 AM - 7:00 PM IST). An automated acknowledgment will be sent to the customer, and a ticket ID will be assigned within the next 24 hours. A customer support representative will then follow up on the same ID and provide a response in seven business days. If customers are not satisfied with the response provided, they can escalate it to Level 2.
Level 2
Escalate customer support
If the response in Level 1 was unsatisfactory, customers can escalate the request for additional assistance by writing to escalations@zohopayments.com. Customers should request an escalation with their ticket details and the response provided previously. Another support executive will analyze the grievance and provide a response within seven business days.
Level 3
Contact our grievance or nodal officer
If customers are still not satisfied with the resolution provided after escalating their request, they can write to the Zoho Payments's grievance or nodal officer. Details for the Grievance Officer: Name: Shashank Krishnan P
Email: grievances@zohopayments.com
Address: Zoho Payment Technologies Private Limited,
Old 173/2, New 361, Avvai Shanmugam Salai, Gopalapuram,
Chennai, Tamilnadu - 600086 The officer will review the grievance and provide a response. The response time may vary if the grievance requires them to contact external parties, such as banks and other financial institutions.
Email: grievances@zohopayments.com
Address: Zoho Payment Technologies Private Limited,
Old 173/2, New 361, Avvai Shanmugam Salai, Gopalapuram,
Chennai, Tamilnadu - 600086 The officer will review the grievance and provide a response. The response time may vary if the grievance requires them to contact external parties, such as banks and other financial institutions.
Level 4
Approach the RBI Ombudsman
If there is still no resolution within 30 days from Zoho Payments after following the above steps, customers can register a complaint with the RBI Ombudsman as per The Reserve Bank - Integrated Ombudsman Scheme, 2021, issued by the Reserve Bank of India. Customers can file a complaint online (through the portal or email) or write to the ombudsman.
Details for the RBI Ombudsman: Grievances portal: https://cms.rbi.org.in/
Email: CRPC@rbi.org.in
Toll-free number: 14448
Address: Centralized Receipt and Processing Center,
Reserve Bank of India, 4th Floor, Sector 17,
Chandigarh - 160017 Note: Customers can seek redressal outside Zoho Payments only if they haven't received a resolution within 30 days after filing a grievance.
Email: CRPC@rbi.org.in
Toll-free number: 14448
Address: Centralized Receipt and Processing Center,
Reserve Bank of India, 4th Floor, Sector 17,
Chandigarh - 160017 Note: Customers can seek redressal outside Zoho Payments only if they haven't received a resolution within 30 days after filing a grievance.
Dispute Management/ Chargebacks Mechanism
The Cardholder/Customer can claim a chargeback for various reasons, such as,
- 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
In case of any of the above issues, customer should visit the Merchant website and refer to the terms & conditions, shipping policy, refund/exchange/return/cancellation policy and contact the Merchant to resolve the issue.
The Customer can initiate communication directly with the Merchant to resolve issues pertaining to a specific order through Merchant’s Website under the contact us (email or call support) option. The Customer can share the details of the transaction such as date of transaction, amount of transaction, Order ID shared by the Merchant, description of the problem with the Merchant.
In case the Customer do not get a satisfactory response or Merchant does not respond to Customer’s emails & phone calls within 3-5 working days from the date of transaction made by the Customer, then the Customer can contact Zoho Payments to mediate and amicably resolve the issue. The Customer may provide Zoho Payments with the following details:
- Date of transaction
- Amount of transaction
- Transaction ID
- Order ID
- Description of the problem
- Details of email communication with the Merchant (Screenshot of the communication)
Once a complaint is raised, the support team would respond to the issue as per the timeline specified in the escalation matrix under the Grievance redressal mechanism.
In the event, the Customer is not satisfied with the Merchant’s response, then the Customer can raise a chargeback with its issuing bank as a second option. These chargebacks will be raised with Zoho Payments by the Customer’s issuing bank and Zoho Payments shall assist to amicably resolve the issue.
Chargeback Process
The Chargeback or refund shall be processed as per the set processes of Facility Providers as denoted:
- Issue Raised: Once an Issue/Dispute is raised by the customer and Zoho Payments is intimated of the same, we shall notify our Merchant about the issue/dispute with the relevant details as provided by the bank regarding the transaction.
- Assess the Chargeback: Merchant would then be required to assess the dispute and provide a detailed explanation regarding the product/service delivery. If in case the product/service has NOT been provided, the Merchant would be responsible to review the situation and determine if the customer is still willing to accept the product/service delivery. If in case the product/service has been delivered, then the Merchants shall be responsible to share 'Proof of Delivery', Invoices and other legally acceptable proofs of product/service delivery.
- Rendering Proofs: Once the issue/dispute has been assessed by the Merchant, it is the sole responsibility of the Merchant to timely render all documents regarding the transactions in order to contest the Dispute as Facility Providers generally provide a window of 5 working days to represent the Chargeback. Failure to do so within the specified time frame may result in the Merchant losing the Chargeback.
Cancellation of Orders / Refunds / Returns
In cases of queries related to the cancellation of Orders/Refunds/Returns the Customer should directly contact the Merchant and follow instructions as specified in the return/refund/cancellation policy on the Merchant Website. Please note that Zoho Payments only facilitate online payments for Merchants and do not handle shipping or order dispatch.
In cases of failed transaction, order not generated at the time of transaction on Merchant’s Website or refund is initiated, then the Customer should get the credit in its 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.
In case the Merchant declines to process the refund to the Customer for cases where services/products were not delivered by the Merchant, the Customer may contact Zoho Payments for resolution on the same. The contact details and timelines specified in the escalation matrix under the Grievance redressal mechanism.
All refunds shall be made to the original method of payment.
Reporting potential fraud or unauthorized transactions or fraudulent merchant
The Customer can immediately write to the Nodal Officer (details specified under the Grievance redressal mechanism) with respect to the transaction that was not authorized by the Customer or reporting about the fraudulent Merchant with a subject line “Reporting Fraud”. The Customer also has an option to raise a chargeback for such unauthorized transaction.
Best-practices for hassle-free transactions
As mentioned above, communication with the merchant is the best recourse to prevent disputes. You can also follow these tips to avoid disputes:
- Clearly understand the product service description before making a purchase.
- Make sure to review the T&C, return & cancellation, refund policies on the merchant website before making a payment.
- Wait 7-10 business days for the delivery of tangible items or services, and one business day for the - delivery of digital items (from the date of transaction) before filing a complaint.
- Follow the seller’s instructions to return your purchase. Remember to keep a copy of your return shipping receipt.
- Only enter details on secure sites. Look for an https connection and valid security certificates.
- Don't enter credit card details on suspicious merchant websites as it may be a phishing attempt.
- Keep your antivirus software and browsers up to date
- If your item is defective and it is under warranty, you must contact the manufacturer for repair or replacement.
- In case of issues related to bank processing, you should wait for 5-7 business days & check for refund status in your bank statement. In case the refund is not reflecting in your bank account then you may contact Zoho Payments for refund related queries.