This Customer Grievance Redressal Policy formulated by Razorpay Software Private Limited (\u201cRazorpay\u201d) aims at ensuring easy accessibility of the complaint facility by customers, and effect`ive and timely redressal of customer complaints \/ grievances. <\/p>\n
The customers may raise queries \/ complaints with Razorpay using any of the following modes.<\/p>\n
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 –<\/p>\n
\u25cf Via Web portal<\/p>\n
Customer may write to the \u2018Nodal Officer\u2019 of the Company on the following webpage: https:\/\/razorpay.com\/support\/#request<\/a><\/p>\n \u25cf Via Email<\/p>\n <\/b>Email nodal officer of the company here<\/i><\/u><\/a><\/p>\n \u25cf Via Post \/ courier<\/p>\n To.<\/p>\n The Nodal Officer<\/p>\n Razorpay Software Private Limited<\/p>\n Address: No. 22, 1st Floor, SJR Cyber, Laskar-Hosur Road, Adugodi, Bangalore- 560030<\/p>\n <\/p>\n \u25cf Via In-Person<\/p>\n Customer may visit the Razorpay office and fill the paper based form available in the premise<\/p>\n Razorpay Software Private Limited<\/p>\n Address: No. 22, 1st Floor, SJR Cyber, Laskar-Hosur Road, Adugodi, Bangalore- 560030<\/p>\n 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<\/p>\n 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. <\/p>\n 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. <\/p>\n d. In case the complaint is not resolved or customer is not satisfied with the resolution he may escalate the complaint as under \u2013<\/p>\n 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 \u2018Assistant Nodal Officer\u2019 of the Company, at the following contact details:<\/p>\n <\/p>\n 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.<\/p>\n 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: <\/p>\n 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.<\/p>\n Escalation Matrix<\/p>\n<\/td>\n<\/tr>\n Level 1<\/p>\n<\/td>\n Customer Support Team<\/p>\n<\/td>\n 10 business days of lodging the complaint<\/p>\n<\/td>\n<\/tr>\n Level 2<\/p>\n<\/td>\n Assistant Nodal Officer<\/p>\n<\/td>\n 20 business days of lodging the complaint<\/p>\n<\/td>\n<\/tr>\n Level 3<\/p>\n<\/td>\n Nodal Officer<\/p>\n<\/td>\n 30 business days of lodging the complaint<\/p>\n<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n Following is the illustrative list of overall time-frame to be taken by Razorpay in resolving various types of customer complaints:<\/p>\n Sr. No.<\/p>\n<\/td>\n Mode of Complaint Registration<\/p>\n<\/td>\n Maximum TAT for resolution<\/p>\n<\/td>\n<\/tr>\n 1<\/p>\n<\/td>\n Via Web portal<\/p>\n<\/td>\n 30 days<\/p>\n<\/td>\n<\/tr>\n 2<\/p>\n<\/td>\n Via Email<\/p>\n<\/td>\n 30 days<\/p>\n<\/td>\n<\/tr>\n 3<\/p>\n<\/td>\n Via Post \/ courier<\/p>\n<\/td>\n 30 days<\/p>\n<\/td>\n<\/tr>\n 4<\/p>\n<\/td>\n Via In-person<\/p>\n<\/td>\n 30days<\/p>\n<\/td>\n<\/tr>\n 5<\/p>\n<\/td>\n Via Social media<\/p>\n<\/td>\n 30 days<\/p>\n<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n <\/p>\n Annexure 1<\/p>\n i. \u201cPayment Aggregator\u201d or \u201cPA\u201d are entities \u201cthat 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.\u201d<\/p>\n ii. \u201cPayment Gateways\u201d or \u201cPG\u201d are entities \u201cthat provide technology infrastructure to route and facilitate processing of an online payment transaction without any involvement in handling of funds.\u201d<\/p>\n iii. \u201cCustomer Delight Representative\u201d 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.<\/p>\n","protected":false},"excerpt":{"rendered":" RAZORPAY SOFTWARE PRIVATE LIMITED Customer Grievance Redressal Policy This Customer Grievance Redressal Policy formulated by Razorpay Software Private Limited (\u201cRazorpay\u201d) aims at ensuring easy accessibility of the complaint facility by customers, and effect`ive and timely redressal of customer complaints \/ grievances. 1. MODES OF COMPLAINT REGISTRATION The customers may raise queries \/ complaints with Razorpay […]<\/p>\n","protected":false},"author":0,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"open","template":"","meta":{"footnotes":""},"class_list":["post-3894","page","type-page","status-publish","hentry"],"yoast_head":"\n2. ESCALATION MATRIX<\/h1>\n
2.1. Level 1 Escalation: Registering a Complaint<\/h2>\n
2.2. Level 2 Escalation: Customer Complaints Officer<\/h2>\n
ASSISTANT NODAL OFFICER
<\/h5>\nMS. ROGINI SELVARAJ<\/h5>\n
ASSISTANT NODAL OFFICER<\/h5>\n
RAZORPAY SOFTWARE PRIVATE LIMITED<\/h5>\n
ADDRESS: NO. 22, 1ST FLOOR, SJR CYBER, LASKAR-HOSUR ROAD, ADUGODI, BANGALORE- 560030<\/h5>\n
E-MAIL: Email Assistant nodal officer of the company here<\/a><\/i><\/u><\/h5>\n
2.3. Level 3 Escalation: Nodal Officer<\/h2>\n
NODAL OFFICER<\/h5>\n
MR. VIJAY THAKRAL – COMPLIANCE OFFICER<\/h5>\n
RAZORPAY SOFTWARE PRIVATE LIMITED<\/h5>\n
ADDRESS: NO. 22, 1ST FLOOR, SJR CYBER, LASKAR-HOSUR ROAD, ADUGODI, BANGALORE- 560030<\/h5>\n
E-MAIL: Email Nodal officer of the company here<\/a><\/u><\/i><\/h5>\n
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\n \n \n \n \n \n \n \n \n \n \n \n \n \n 3. SLAs<\/h1>\n
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\n \n \n \n \n \n \n \n \n \n \n \n \n \n \n \n \n \n \n \n \n \n \n \n GLOSSARY<\/h1>\n