RAZORPAY SOFTWARE PRIVATE LIMITED

Customer Grievance Redressal Policy

1. 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 Email

Email nodal officer of the company here

●        Via Post / courier

To.

The Nodal Officer

 Razorpay Software Private Limited

Address: No. 22, 1st Floor, SJR Cyber, Laskar-Hosur Road, Adugodi, Bangalore- 560030

●        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

2. ESCALATION MATRIX

2.1. Level 1 Escalation: Registering a Complaint

a.   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

b.   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. 

c.   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. 

d.   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

a.   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

ASSISTANT NODAL OFFICER

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

b.   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

a.   In the event that the customer does not receive a proper response, within the prescribed timelines of 20 business days of lodging the complaint, it may approach the 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/

b.   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.

3. SLAs

 Following is the illustrative list of overall time-frame to be taken by Razorpay in resolving various types of customer complaints:

Annexure 1

 GLOSSARY

        i.         “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.”

      ii.         “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.”

     iii.         “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.

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