Ezetap Mobile Solutions Private Limited
Customer Grievance Redressal Policy
Customer Grievance Redressal Policy
This Customer Grievance Redressal Policy formulated by Ezetap Mobile Solutions Private Limited aims at ensuring easy accessibility of the complaint facility by customers, and effective and timely redressal of customer complaints / grievances.
Modes of complaint registration
Modes of complaint registration
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 by clicking here
Via Post / Courier
To,
Mr. Praveen Pandey
The Nodal Officer
Customer Grievance Redressal and Dispute Management
Ezetap by Razorpay - Payment Solutions
#153, 9th Main Road, HSR Layout - Sector 6, Bengaluru, Karnataka 560102
Via Email
Customer may write to the ‘Nodal Officer’ of the Company using the following E-mail Portal: https://razorpay.com/pos-grievance-email/
Escalation Matrix
Escalation Matrix
2.1
2.1
Level 1 Escalation: Registering a Complaint
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 through any of the modes mentioned in Section 7 of this policy. 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
2.2
Level 2 Escalation: Customer Complaints Officer
Level 2 Escalation: Customer Complaints Officer
In the event that the customer does not receive a proper response, within 10 business days of lodging the complaint, it may approach the ‘Assistant Nodal Officer’ of the Company, at the following contact details:
Ganesh R.
Assistant Nodal Officer
Customer Grievance Redressal and Dispute Management
Ezetap by Razorpay - Payment Solutions
#153, 9th Main Road, HSR Layout - Sector 6, Bengaluru, Karnataka 560102
E-Mail Portal : https://razorpay.com/pos-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.
2.3
2.3
Level 3 Escalation: Nodal Officer
In the event that the customer does not receive a proper response, within 20 business days of lodging the complaint, it may approach the Nodal Officer of the Company, at the following contact details:
Mr. Praveen Pandey
Nodal Officer
Customer Grievance Redressal and Dispute Management
Ezetap by Razorpay - Payment Solutions
#153, 9th Main Road, HSR Layout - Sector 6, Bengaluru, Karnataka 560102
E-Mail ID: nodalofficer-pos@razorpay.comThe 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.
Note: The customers can raise a complaint along with the TID/MID or the Device Serial 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 receipt of the complaint
Level 2
Assistant Nodal Officer
20 business days of receipt of the complaint
Level 3
Nodal Officer
30 business days of receipt of the complaint
SLAs
SLAs
S.No
Mode of Complaint Registration
Maximum TAT for Resolution
1
Via web portal
10 days
2
Via email
10 days
3
Via post/ courier
10 days
Following is the illustrative list of overall time-frame to be taken by Ezetap in resolving various types of customer complaints:
Glossary
Glossary
“Payment Aggregator” or “PA” are entities “that facilitate 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 Support Representative” is a customer support agent from the Customer support 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.
Ezetap Mobile Solutions Private Limited
Customer Grievance Redressal Policy
This Customer Grievance Redressal Policy formulated by Ezetap Mobile Solutions Private Limited aims at ensuring easy accessibility of the complaint facility by customers, and effective and timely redressal of customer complaints / grievances.
Modes of complaint registration
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 by clicking here
Via Email
Customer may write to the ‘Nodal Officer’ of the Company using the following E-mail Portal: https://razorpay.com/pos-grievance-email/
Via Post / Courier
To,
Mr. Praveen Pandey
The Nodal Officer
Customer Grievance Redressal and Dispute Management
Ezetap by Razorpay - Payment Solutions
#153, 9th Main Road, HSR Layout - Sector 6, Bengaluru, Karnataka 560102
Escalation Matrix
2.1
Level 1 Escalation: Registering a Complaint with Customer Support Team
Customers are encouraged to provide complete details of their grievance, along with relevant documents (if any), in their complaint through any of the modes mentioned in Section 7 of this policy. 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: Assistant Nodal Officer
In the event that the customer does not receive a proper response, within 10 business days of lodging the complaint, it may approach the ‘Assistant Nodal Officer’ of the Company, at the following contact details:
Ganesh R.
Assistant Nodal Officer
Customer Grievance Redressal and Dispute Management
Ezetap by Razorpay - Payment Solutions
#153, 9th Main Road, HSR Layout - Sector 6, Bengaluru, Karnataka 560102E-Mail Portal : https://razorpay.com/pos-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.
2.3
Level 3 Escalation: Nodal Officer
In the event that the customer does not receive a proper response, within 20 business days of lodging the complaint, it may approach the Nodal Officer of the Company, at the following contact details:
Mr. Praveen Pandey
Nodal Officer
Customer Grievance Redressal and Dispute Management
Ezetap by Razorpay - Payment Solutions
#153, 9th Main Road, HSR Layout - Sector 6, Bengaluru, Karnataka 560102
E-Mail ID: nodalofficer-pos@razorpay.comThe 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.
Note: The customers can raise a complaint along with the TID/MID or the Device Serial 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 receipt of the complaint
Level 2
Assistant Nodal Officer
20 business days of receipt of the complaint
Level 3
Nodal Officer
30 business days of receipt of the complaint
SLAs
Following is the illustrative list of overall time-frame to be taken by Ezetap in resolving various types of customer complaints:
S.No
Mode of Complaint Registration
Maximum TAT for Resolution
1
Via web portal
10 days
2
Via email
10 days
3
Via post/ courier
10 days
Glossary
“Payment Aggregator” or “PA” are entities “that facilitate 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 Support Representative” is a customer support agent from the Customer support 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
Ezetap Mobile Solutions Private Limited 1st Floor, SJR Cyber, 22 Laskar Hosur Road, Adugodi, Bengaluru, 560030, Karnataka, India CIN: U64203KA2011PTC059891
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
Ezetap Mobile Solutions Private Limited 1st Floor, SJR Cyber, 22 Laskar Hosur Road, Adugodi, Bengaluru, 560030, Karnataka, India CIN: U64203KA2011PTC059891
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
Ezetap Mobile Solutions Private Limited 1st Floor, SJR Cyber, 22 Laskar Hosur Road, Adugodi, Bengaluru, 560030, Karnataka, India CIN: U64203KA2011PTC059891
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
Ezetap Mobile Solutions Private Limited 1st Floor, SJR Cyber, 22 Laskar Hosur Road, Adugodi, Bengaluru, 560030, Karnataka, India CIN: U64203KA2011PTC059891
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
Ezetap Mobile Solutions Private Limited 1st Floor, SJR Cyber, 22 Laskar Hosur Road, Adugodi, Bengaluru, 560030, Karnataka, India CIN: U64203KA2011PTC059891