PAYUMONEY - CUSTOMER GRIEVANCE POLICY

PayUMoney's Customer Grievance Policy aims at minimizing instances of customer complaints and grievances through proper channelized approach, review mechanism and prompt redressal of all customer grievances. PayUMoney strongly believes in a sincere and transparent approach to its Customers.

"Customer" shall be PayUMoney Buyer using PayUMoney Services.

PayUMoney's Customer grievance redressal policy will be based on the following Principles:

• All initiatives and strategies developed by PayUMoney are made with the customer as the prime focus.
• Prompt and efficient customer service is essential for business growth.
• Constantly devising newer and smarter mechanisms to receive and redress customer grievances. The details of grievance redress mechanism to be placed in the domain of public knowledge (website).
• All employees at PayUMoney must work in good faith and without prejudice to the interests of the Customers.
• The grievances will be dealt with promptly and courteously.
• PayUMoney promises to rectify any issue faced by a customer effectively and in a timely manner.
• All users are to be treated fairly at all times.
• Users will informed about the channels to escalate their complaints, concerns and grievances within PayUMoney.

Sensitizing Staff on Handling Complaints

The PayUMoney staff undergoes regular training to ensure that Customer queries and grievances are handled properly. They are encouraged to work in a manner which helps PayUMoney to build the Customer trust and confidence. This reflects both in the operations as well as the customer communications. Top reasons behind Customer queries are analysed and worked upon in a way which aims at removal of these reasons from the root. This helps in improving the overall quality of the service levels gradually.

How to reach PayUMoney - Manner of Registering Complaints:

At PayUMoney, Customer satisfaction is our priority and we are committed to provide our customers best payment solution experience. If Customers are happy with our services, we would love to hear from them. Similarly, customer feedback helps us strengthen things that we are doing well and at the same time improve on areas where we need to do better. The customer will have the right to register his/her complaint if he/she is not satisfied with the services or finds attitudinal deficiencies when dealing with agents/ staff or finds system errors or sees gaps between standards of service promised and actual service rendered by the company, etc.

The customer can record their grievances and provide their feedback in writing or verbally. The customer can approach PayUMoney to register a complaint through any of our service touch points given hereunder and expect the highest resolution priority to escalated cases.

Level 1

The Customer can lodge a complaint in the following ways:

• Reaching out to us online. Click on 'Contact Us' and lodge a complaint online.
• If you are a merchant, contact us at help.payu.in.

These mechanisms exclusively dedicated for customer complaint redress and also for providing information regarding services.

• The customer is contacted by executive from the Customer Service team (CST) and the issue will be redressed.
• If the complaint is not resolved within the timeline given below or if he/she is not satisfied with the solution provided, he/she can refer to the escalations matrix (mentioned below) with his/her complaint for grievance escalation for further clarity.

PayUMoney recommends that the Customer sends us a query/grievance by logging in to his/her PayUMoney account and using the 'Contact us' section.

Acknowledgement of Grievances & redress on Email/Website Complaints:

• CST will acknowledge the grievance immediately and send out an auto response upon receipt of complaint and initiate action to have the grievance.
• Complaints received by e-mail or through the online website compliant mechanism shall be acknowledged by an immediate system generated response or via individual emails to the extent possible.
• The customer will also be kept informed of the action taken, the progress while redressing grievances, and/or, the reasons for delay if any, in redressing.
• The follow up action taken in respect of such complaints shall be advised to customers by e-mail.

Customer Grievance Redress Escalation:

In case the customer does not receive a response within the specified time at first level or if the customer is dissatisfied with the response received from the organization, the customer may escalate the complaint to the next level as indicated below.

Level 2

Customer can address the grievance to the below address on an email for escalations:-

Customer Care Head – PayUMoney
PayU Payments Private Limited,
9th Floor, Bestech Business Tower, Sector 48, Sohna Road,
Gurgaon: 122001
Email: carehead@payumoney.com

We will ensure that the highest resolution priority is given to escalation cases.

Level 3

Customer can address the grievance to the below address on an email for escalations:-

Business Head - PayUMoney
PayU Payments Private Limited,
9th Floor, Bestech Business Tower, Sector 48, Sohna Road,
Gurgaon: 122001
Email: businesshead@payumoney.com
We will ensure that the highest resolution priority is given to escalation cases.

It is recommended that the Customer writes his/her complaint reference number provided by our CST in all further communication with us regarding a particular issue. This enables us to get more details about the Customer and the query quickly and helps to resolve the query faster.

Level 4

If customer is still not satisfied with the resolution received, or if customer do not hear from us within specified time limit after following the above mentioned escalation steps, he/she can escalate the issue to:-

Chief Executive Officer (CEO)
PayU Payments Private Limited,
9th Floor, Bestech Business Tower, Sector 48, Sohna Road,
Gurgaon: 122001
Email: ceo@payumoney.com

Estimated time taken to address your queries, concerns, complaints

PayUMoney shall endeavour to address every complaint within the below mentioned timelines, subject to the investigation which would be involved in resolving the same:

Level 1 – Customer Service Team

• Response to a user's query/ concern - 24 Business hours
• Follow-up queries - 48 Business hours
• Customer grievances resolution process - 15 Business Days

Level 2 – Escalation cases

• Acknowledgement - 48 Business hours
• Further response - 5 Business Days

Level 3 – Escalation cases

• Acknowledgement - 48 Business hours
• Further response - 7 Business Days

Level 4 – Escalation cases

• Acknowledgement - 48 Business hours
• Further response - 7 Business Days

PayUmoney Compliance