Razorpay Software Private Limited
Customer Grievance Redressal Policy
This Customer Grievance Redressal Policy formulated by Razorpay Software Private Limited (“Razorpay”) aims at ensuring easy accessibility of the complaint facility by customers, and effect`ive and timely redressal of customer complaints / grievances.
Modes of complaint registration
The customers may raise queries / complaints with Razorpay using any of the following modes.
A customer may get in touch with the Company to submit his/ her complaint either in writing, through email or over post/courier in the following ways –
Via Web Portal
Customer may write to the ‘Nodal Officer’ of the Company on the following webpage: https://razorpay.com/support/#request
Via Post / Courier
To.
The Nodal Officer
Razorpay Software Private Limited
Address: No. 22, 1st Floor, SJR Cyber, Laskar-Hosur Road, Adugodi, Bangalore- 560030
Email
Email nodal officer of the company here
Via In-Person
Customer may visit the Razorpay office and fill the paper based form available in the premise
Razorpay Software Private Limited
Address: No. 22, 1st Floor, SJR Cyber, Laskar-Hosur Road, Adugodi, Bangalore- 560030
Escalation Matrix
2.1
Level 1 Escalation: Registering a Complaint
Customers are encouraged to provide complete details of their grievance, along with relevant documents (if any), in their complaint. However, in case of any trouble faced by the customer in lodging an appropriate complaint, the Company shall endeavor to provide guidance to the customer in this regard
Upon raising a complaint in the manner provided above, the customer shall receive acknowledgement and customer Reference Number of having received the complaint, within 24 hours of receipt of complaint via email.
Company shall send its first response / acknowledgement towards resolution of 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 10 business days from the date of lodging the complaint.
In case the complaint is not resolved or customer is not satisfied with the resolution he may escalate the complaint as under –
2.2
Level 2 Escalation: Customer Complaints Officer
In the event that the customer does not receive a proper response, within the prescribed timelines of 10 business days of lodging the complaint, it may approach the ‘Assistant Nodal Officer’ of the Company, at the following contact details
ASSISTANT NODAL OFFICER
MS. ROGINI SELVARAJ
RAZORPAY SOFTWARE PRIVATE LIMITED
ADDRESS: NO. 22, 1ST FLOOR, SJR CYBER, LASKAR-HOSUR ROAD, ADUGODI, BANGALORE- 560030
E-MAIL: Email Assistant nodal officer of the company here
The Assistant Nodal Officer shall send his/her final response to the customer within 20 business days of lodging the complaint. Such responses may either contain the resolution or an intimation that the Company requires more time to examine the complaint, along with the reason for seeking such extension.
2.3
Level 2 Escalation: Nodal Officer
In the event that the customer does not receive a proper response, within the prescribed timelines of 10 business days of lodging the complaint, it may approach the ‘Assistant Nodal Officer’ of the Company, at the following contact details
NODAL OFFICER
MR. VIJAY THAKRAL - COMPLIANCE OFFICER
RAZORPAY SOFTWARE PRIVATE LIMITED
ADDRESS: NO. 22, 1ST FLOOR, SJR CYBER, LASKAR-HOSUR ROAD, ADUGODI, BANGALORE- 560030
E-MAIL: nodal-officer@razorpay.com
GRIEVANCES PORTAL : https://razorpay.com/grievance-email/
The Nodal Officer shall send his/her final response to the customer within 30 business days of lodging the complaint. Such a response may either contain the resolution or an intimation that the Company requires more time to examine the complaint, along with the reason for seeking such extension. The maximum time to resolve the complaint is 30 business days from the date of lodging the complaint.
Escalation Matrix
Level 1
Customer support team
10 business days of lodging the complaint
Level 2
Assistant Nodal Officer
20 business days of lodging the complaint
Level 3
Nodal Officer
30 business days of lodging the complaint
SLAs
S.No
Mode of Complaint Registration
Maximum TAT for Resolution
1
Via web portal
30 days
2
Via email
30 days
3
Via post/ courier
30 days
4
Via In-person
30 days
5
Via social media
30 days
Following is the illustrative list of overall time-frame to be taken by Razorpay in resolving various types of customer complaints:
ANNEXURE 1
Glossary
“Payment Aggregator” or “PA” are entities “that facilitate e-commerce sites and merchants to accept various payment instruments from the customers for completion of their payment obligations without the need for merchants to create a separate payment integration system of their own. PAs facilitate merchants to connect with acquirers. In the process, they receive payments from customers, pool and transfer them on to the merchants after a time period.”
“Payment Gateways” or “PG” are entities “that provide technology infrastructure to route and facilitate processing of an online payment transaction without any involvement in handling of funds.”
“Customer Delight Representative” is a customer support agent from the Customer Delight team, which serves as the first point of contact for a customer who wishes to reach out to Razorpay for assistance regarding a query / complaint.
Razorpay Software Private Limited
Customer Grievance Redressal Policy
This Customer Grievance Redressal Policy formulated by Razorpay Software Private Limited (“Razorpay”) aims at ensuring easy accessibility of the complaint facility by customers, and effect`ive and timely redressal of customer complaints / grievances.
Modes of complaint registration
The customers may raise queries / complaints with Razorpay using any of the following modes.
A customer may get in touch with the Company to submit his/ her complaint either in writing, through email or over post/courier in the following ways –
Via Web Portal
Customer may write to the ‘Nodal Officer’ of the Company on the following webpage: https://razorpay.com/support/#request
Via Post / Courier
To.
The Nodal Officer
Razorpay Software Private Limited
Address: No. 22, 1st Floor, SJR Cyber, Laskar-Hosur Road, Adugodi, Bangalore- 560030
Email
Email nodal officer of the company here
Via In-Person
Customer may visit the Razorpay office and fill the paper based form available in the premise
Razorpay Software Private Limited
Address: No. 22, 1st Floor, SJR Cyber, Laskar-Hosur Road, Adugodi, Bangalore- 560030
Escalation Matrix
2.1
Level 1 Escalation: Registering a Complaint
Customers are encouraged to provide complete details of their grievance, along with relevant documents (if any), in their complaint. However, in case of any trouble faced by the customer in lodging an appropriate complaint, the Company shall endeavor to provide guidance to the customer in this regard
Upon raising a complaint in the manner provided above, the customer shall receive acknowledgement and customer Reference Number of having received the complaint, within 24 hours of receipt of complaint via email.
Company shall send its first response / acknowledgement towards resolution of 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 10 business days from the date of lodging the complaint.
In case the complaint is not resolved or customer is not satisfied with the resolution he may escalate the complaint as under –
2.2
Level 2 Escalation: Customer Complaints Officer
In the event that the customer does not receive a proper response, within the prescribed timelines of 10 business days of lodging the complaint, it may approach the ‘Assistant Nodal Officer’ of the Company, at the following contact details
ASSISTANT NODAL OFFICER
MS. ROGINI SELVARAJ
RAZORPAY SOFTWARE PRIVATE LIMITED
ADDRESS: NO. 22, 1ST FLOOR, SJR CYBER, LASKAR-HOSUR ROAD, ADUGODI, BANGALORE- 560030
E-MAIL: Email Assistant nodal officer of the company here
The Assistant Nodal Officer shall send his/her final response to the customer within 20 business days of lodging the complaint. Such responses may either contain the resolution or an intimation that the Company requires more time to examine the complaint, along with the reason for seeking such extension.
2.3
Level 2 Escalation: Nodal Officer
In the event that the customer does not receive a proper response, within the prescribed timelines of 10 business days of lodging the complaint, it may approach the ‘Assistant Nodal Officer’ of the Company, at the following contact details
NODAL OFFICER
MR. VIJAY THAKRAL - COMPLIANCE OFFICER
RAZORPAY SOFTWARE PRIVATE LIMITED
ADDRESS: NO. 22, 1ST FLOOR, SJR CYBER, LASKAR-HOSUR ROAD, ADUGODI, BANGALORE- 560030
E-MAIL: nodal-officer@razorpay.com
GRIEVANCES PORTAL : https://razorpay.com/grievance-email/
The Nodal Officer shall send his/her final response to the customer within 30 business days of lodging the complaint. Such a response may either contain the resolution or an intimation that the Company requires more time to examine the complaint, along with the reason for seeking such extension. The maximum time to resolve the complaint is 30 business days from the date of lodging the complaint.
Escalation Matrix
Level 1
Customer support team
10 business days of lodging the complaint
Level 2
Assistant Nodal Officer
20 business days of lodging the complaint
Level 3
Nodal Officer
30 business days of lodging the complaint
SLAs
Following is the illustrative list of overall time-frame to be taken by Razorpay in resolving various types of customer complaints:
S.No
Mode of Complaint Registration
Maximum TAT for Resolution
1
Via web portal
30 days
2
Via email
30 days
3
Via post/ courier
30 days
4
Via In-person
30 days
5
Via social media
30 days
ANNEXURE 1
Glossary
“Payment Aggregator” or “PA” are entities “that facilitate e-commerce sites and merchants to accept various payment instruments from the customers for completion of their payment obligations without the need for merchants to create a separate payment integration system of their own. PAs facilitate merchants to connect with acquirers. In the process, they receive payments from customers, pool and transfer them on to the merchants after a time period.”
“Payment Gateways” or “PG” are entities “that provide technology infrastructure to route and facilitate processing of an online payment transaction without any involvement in handling of funds.”
“Customer Delight Representative” is a customer support agent from the Customer Delight team, which serves as the first point of contact for a customer who wishes to reach out to Razorpay for assistance regarding a query / complaint.
Razorpay is the only payments solution in India that allows businesses to accept, process and disburse payments with its product suite. It gives you access to all payment modes including credit card, debit card, netbanking, UPI and popular wallets including JioMoney, Mobikwik, Airtel Money, FreeCharge, Ola Money and PayZapp.
RazorpayX supercharges your business banking experience, bringing effectiveness, efficiency, and excellence to all financial processes. With RazorpayX, businesses can get access to fully-functional current accounts, supercharge their payouts and automate payroll compliance.
Manage your marketplace, automate bank transfers, collect recurring payments, share invoices with customers and avail working capital loans - all from a single platform. Fast forward your business with Razorpay.
Disclaimer: The RazorpayX powered Current Account and VISA corporate credit card are provided by RBI licensed banks. Your RazorpayX powered current account is provided by our partner banks i.e, ICICI, RBL, Yes bank, in accordance with RBI regulations. RazorpayX itself is not a bank and doesn't hold or claim to hold a banking license.
ACCEPT PAYMENTS
PAYROLL
BECOME A PARTNER
DEVELOPERS
SOLUTIONS
COMPANY
HELP & SUPPORT
FIND US ONLINE
REGD. OFFICE ADDRESS
Razorpay Software Private Limited,1st Floor, SJR Cyber,22 Laskar Hosur Road, Adugodi,Bengaluru, 560030,Karnataka, India CIN:U72200KA2013PTC097389 © Razorpay 2024All Rights Reserved Razorpay Software Private Limited (RSPL) is an RBI Autorised Online Payment Aggregator
Razorpay is the only payments solution in India that allows businesses to accept, process and disburse payments with its product suite. It gives you access to all payment modes including credit card, debit card, netbanking, UPI and popular wallets including JioMoney, Mobikwik, Airtel Money, FreeCharge, Ola Money and PayZapp.
RazorpayX supercharges your business banking experience, bringing effectiveness, efficiency, and excellence to all financial processes. With RazorpayX, businesses can get access to fully-functional current accounts, supercharge their payouts and automate payroll compliance.
Manage your marketplace, automate bank transfers, collect recurring payments, share invoices with customers and avail working capital loans - all from a single platform. Fast forward your business with Razorpay.
Disclaimer: The RazorpayX powered Current Account and VISA corporate credit card are provided by RBI licensed banks. Your RazorpayX powered current account is provided by our partner banks i.e, ICICI, RBL, Yes bank, in accordance with RBI regulations. RazorpayX itself is not a bank and doesn't hold or claim to hold a banking license.
ACCEPT PAYMENTS
PAYROLL
BECOME A PARTNER
DEVELOPERS
SOLUTIONS
COMPANY
HELP & SUPPORT
FIND US ONLINE
REGD. OFFICE ADDRESS
Razorpay Software Private Limited,1st Floor, SJR Cyber,22 Laskar Hosur Road, Adugodi,Bengaluru, 560030,Karnataka, India CIN:U72200KA2013PTC097389 © Razorpay 2024All Rights Reserved Razorpay Software Private Limited (RSPL) is an RBI Autorised Online Payment Aggregator
Razorpay is the only payments solution in India that allows businesses to accept, process and disburse payments with its product suite. It gives you access to all payment modes including credit card, debit card, netbanking, UPI and popular wallets including JioMoney, Mobikwik, Airtel Money, FreeCharge, Ola Money and PayZapp.
RazorpayX supercharges your business banking experience, bringing effectiveness, efficiency, and excellence to all financial processes. With RazorpayX, businesses can get access to fully-functional current accounts, supercharge their payouts and automate payroll compliance.
Manage your marketplace, automate bank transfers, collect recurring payments, share invoices with customers and avail working capital loans - all from a single platform. Fast forward your business with Razorpay.
Disclaimer: The RazorpayX powered Current Account and VISA corporate credit card are provided by RBI licensed banks. Your RazorpayX powered current account is provided by our partner banks i.e, ICICI, RBL, Yes bank, in accordance with RBI regulations. RazorpayX itself is not a bank and doesn't hold or claim to hold a banking license.
ACCEPT PAYMENTS
PAYROLL
BECOME A PARTNER
DEVELOPERS
SOLUTIONS
COMPANY
HELP & SUPPORT
FIND US ONLINE
REGD. OFFICE ADDRESS
Razorpay Software Private Limited,1st Floor, SJR Cyber,22 Laskar Hosur Road, Adugodi,Bengaluru, 560030,Karnataka, India CIN:U72200KA2013PTC097389 © Razorpay 2024All Rights Reserved Razorpay Software Private Limited (RSPL) is an RBI Autorised Online Payment Aggregator
Razorpay is the only payments solution in India that allows businesses to accept, process and disburse payments with its product suite. It gives you access to all payment modes including credit card, debit card, netbanking, UPI and popular wallets including JioMoney, Mobikwik, Airtel Money, FreeCharge, Ola Money and PayZapp.
RazorpayX supercharges your business banking experience, bringing effectiveness, efficiency, and excellence to all financial processes. With RazorpayX, businesses can get access to fully-functional current accounts, supercharge their payouts and automate payroll compliance.
Manage your marketplace, automate bank transfers, collect recurring payments, share invoices with customers and avail working capital loans - all from a single platform. Fast forward your business with Razorpay.
Disclaimer: The RazorpayX powered Current Account and VISA corporate credit card are provided by RBI licensed banks. Your RazorpayX powered current account is provided by our partner banks i.e, ICICI, RBL, Yes bank, in accordance with RBI regulations. RazorpayX itself is not a bank and doesn't hold or claim to hold a banking license.
ACCEPT PAYMENTS
PAYROLL
BECOME A PARTNER
DEVELOPERS
SOLUTIONS
COMPANY
HELP & SUPPORT
FIND US ONLINE
REGD. OFFICE ADDRESS
Razorpay Software Private Limited,1st Floor, SJR Cyber,22 Laskar Hosur Road, Adugodi,Bengaluru, 560030,Karnataka, India CIN:U72200KA2013PTC097389 © Razorpay 2024All Rights Reserved Razorpay Software Private Limited (RSPL) is an RBI Autorised Online Payment Aggregator