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.
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.
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: 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
- 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
- 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)
- 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.
- 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.