Razorpay Software Limited
Customer Grievance Redressal Policy
This Customer Grievance Redressal Policy formulated by Razorpay Software Limited (formerly known as Razorpay Software Private Limited) (“Razorpay”) aims at ensuring easy accessibility of the complaint facility by customers, and effective 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 Limited (formerly known as Razorpay Software Private Limited)
Address: No. 22, 1st Floor, SJR Cyber, Laskar-Hosur Road, Adugodi, Bangalore- 560030
Email
E-MAIL Nodal officer of the company: https://razorpay.com/pa-nodal-email/
Via In-Person
Customer may visit the Razorpay office and fill the paper based form available in the premise
Razorpay Software Limited (formerly known as Razorpay Software Private Limited)
Address: No. 22, 1st Floor, SJR Cyber, Laskar-Hosur Road, Adugodi, Bangalore- 560030
Escalation Matrix
1.1
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 –
1.2
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 LIMITED (FORMERLY KNOWN AS RAZORPAY SOFTWARE PRIVATE LIMITED)
ADDRESS: NO. 22, 1ST FLOOR, SJR CYBER, LASKAR-HOSUR ROAD, ADUGODI, BANGALORE- 560030
E-MAIL: https://razorpay.com/grievance-email/
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.
1.3
Level 3 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 LIMITED (FORMERLY KNOWN AS RAZORPAY SOFTWARE PRIVATE LIMITED)
ADDRESS: NO. 22, 1ST FLOOR, SJR CYBER, LASKAR-HOSUR ROAD, ADUGODI, BANGALORE- 560030
E-MAIL: https://razorpay.com/pa-nodal-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 Limited
Customer Grievance Redressal Policy
This Customer Grievance Redressal Policy formulated by Razorpay Software Limited (formerly known as Razorpay Software Private Limited) (“Razorpay”) aims at ensuring easy accessibility of the complaint facility by customers, and effective and timely redressal of customer complaints / grievances.
Escalation Matrix
1.1
Level 1 Escalation: Customer Support Team
Customers are encouraged to provide complete details of their grievance, along with any relevant documents, through any of the methods outlined in Section 7 of this policy. Should a customer encounter difficulties in lodging a complaint, the Company shall provide guidance and support.
Upon submission of a complaint, the customer shall receive an acknowledgment and a customer reference number via email within 24 hours of receipt.
The Company shall issue its initial response and/or acknowledgment towards resolution within 2 working days of receiving the complaint. This response may include a resolution or an indication that further time is required for examination. The maximum timeframe for resolving a complaint at this level is 10 business days from the date of lodging the complaint.
Resolution of your complaint may get delayed due to operational or technical reasons. In such a scenario, you will be proactively informed of the timelines during which your complaint will be addressed
If the complaint remains unresolved or the customer is dissatisfied with the resolution provided, the customer may escalate the matter as described in the subsequent sections.
Support Portal: https://razorpay.com/support/#request
1.2
Level 2 Escalation: Assistant Nodal Officer
In the event a customer does not receive a satisfactory response within 10 business days of lodging their complaint at Level 1, they may escalate the matter to the Assistant Nodal Officer of the Company. The contact details for the Assistant Nodal Officer are as follows:
Ms.Rogini Selvaraj
Assistant Nodal Officer
Razorpay Software Limited
Address: No. 22, 1st Floor, SJR Cyber, Laskar-Hosur Road, Adugodi, Bangalore- 560030Grievances Portal: https://razorpay.com/support/#grievance
The Asst .Nodal Officer shall issue their final response to the customer within 20 business days of complaining about Level 2. This response may include either the resolution or an intimation that the Company requires additional time to examine the complaint, along with a clear explanation for seeking such an extension.
1.3
Level 3 Escalation: Nodal Officer
In the event a customer does not receive a satisfactory response within 20 business days of lodging their complaint at Level 2, they may escalate the matter to the Nodal Officer of the Company. The contact details for the Nodal Officer are as follows:
Mr.Vijay Thakral
Nodal Officer
Razorpay Software Limited
Address: No. 22, 1st Floor, SJR Cyber, Laskar-Hosur Road, Adugodi, Bangalore- 560030
Nodal Portal : nodal-officer@razorpay.com
The Nodal Officer shall issue their final response to the customer within 30 business days of lodging the complaint at Level 3. This response may include either the resolution or an intimation that the Company requires additional time to examine the complaint, along with a clear explanation for seeking such an extension.
Note: The customers can raise a complaint along with the payment ID or the transaction reference number so that our team can track the transaction and provide the possible resolution from our end as early as possible within the given TAT.
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
Modes of complaint registration
Customers may submit queries or complaints to Razorpay through the following modes, other than the portal/support channels:
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
Written complaints may be sent to the following address:
The Nodal Officer
Customer Grievance Redressal and Dispute Management
Razorpay Software Limited
Address: No. 22, 1st Floor, SJR Cyber, Laskar-Hosur Road, Adugodi, Bangalore- 560030
Via On-Premise Paper Form:
Customers may visit the Razorpay office and complete a paper-based form available on-site at the following address:
Razorpay Software Limited
Address: No. 22, 1st Floor, SJR Cyber, Laskar-Hosur Road, Adugodi, Bangalore- 560030
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.