Handling Customer Grievances
Introduction
CCAvenue's board-approved policies for handling grievances of customers are classified as under:
  • Disposal of Complaints
  • Dispute Resolution Mechanism
  • Refund Processing Timelines

All of the above policy matters bind all participants i.e. Customer, Merchant and Payment Aggregator (CCAvenue), and shall contain detailed explanation of types of disputes, process of dealing with them, compliance, responsibilities of all the parties, documentation, reason codes and procedures for addressing the grievance, turn-around-time for each stage, etc.

Multilevel support and nodal officer details
We have also furnish the details of multi-level support as well as of the Nodal Officer who would be responsible for regulatory and customer grievance handling functions.

Disposal of Complaints
At Infibeam Avenues Limited (IAL) we try to address customer concerns and grievances to the fullest of our capacity. This process of resolving and closing customer issues is termed as Disposal of Complaints. It involves taking of appropriate actions to attend to customer complaints and to provide a resolution for the same, assuring customer satisfaction.

We accept customer complaints through various communication channels such as phone call, e-mail, chat, ticket, Online Dispute Resolution system and RBI's Complaint Management System. Our team at IAL tracks, investigates and resolves these complaints within the defined Turn-Around-Times as specified below.

Our support team consists of dedicated professionals who are imparted comprehensive training on handling customerís complaints empathetically. The Learning and Development process at IAL is constant.

At IAL, the customer complaints are categorized as various types of queries that are periodically examined to check for persistent or repetitive queries. In such cases an in-depth analysis of the query is conducted in order to rectify the issues using corrective measures and to prevent future complaints. The process of disposal of complaints involves the following key steps:

Listing of common queries and resolutions with TATs:
Customer Queries Resolution TAT
Transaction status We provide all the details like Order no., PA reference number, date of transaction, amount of transaction, merchant URL and status of transaction. 24 hours (for queries received between 10 am-7 pm; Monday to Sunday)
Transaction successful, but no response from merchant We provide all the information to the customer, including the merchant details. Additionally, we forward the same mail to the service providing merchant with the customer in CC.
Refund issues We provide all the refund details to the customers, with bank reference number and ARN number for them to further verify with their concerned bank.
Customer claims of refund not reflecting in his account We recheck fund status and raise an issue with the concerned bank. The updates received are then shared with the customer.
Amount debited but transaction not found We search for the transaction with details such as:
  • Mail id used while performing the transaction,
  • Date and amount of transaction,
  • In case if the details are still not found, we ask the customers to contact their concerned bank for information.
Dispute Resolution Mechanism
As per the RBI regulation: RBI/2020-21/21 DPSS.CO.PD No.116/02.12.004/2020-21 around "Online Dispute Resolution (ODR) System for Digital Payments", we have developed a robust complaint handling process to strategize the disposal of customer complaints in an effective manner. This process includes clear steps for complaint logging, tracking and resolution. The ODR system optimizes the use of technology to facilitate communication, negotiation and resolution of the dispute between the customer and the merchant.

At CCAvenue, we offer a secure online platform where the customers can submit their disputes, merchants can share documentation, and engage in negotiations to promote resolution. CCAvenue acts as a neutral third party or mediator to facilitate communication and guide the parties through the process to arrive at a resolution.

The ODR platform allows both parties to upload and share relevant documents, evidence, and arguments to support their case. This helps in presenting a comprehensive picture of the dispute to the neutral third party and thus expedites the resolution process.

A major advantage of ODR is its accessibility and convenience. It eliminates the need for physical presence and allows parties to participate in the process from anywhere through an internet connection for faster resolution.

The process for Dispute Resolution is elaborated below:

Customers can raise dispute on shipped orders for the following reasons.
  • Transaction amount is different
  • Request is made for the copy of the Receipt
  • Alleged fraudulent transaction investigated by the acquiring bank
  • Multiple charges for the same order
  • Merchant agreed to issue refund on merchandise returned or for any other reason
  • Customer did not engage in or authorize this transaction
  • Merchandise has not been delivered
  • Cardholder is not in possession of the card used for the transaction
  • Service not received from merchant
  • Customer paid for the order using other payment method

How we manage disputes at CCAvenue
Only the Customer or CCAvenue can raise disputes. The merchant can view all disputes raised on their transactions in their Disputes Listing Page. They can also provide updates as well as submit required documents for the dispute via a 3-way messaging facility between CCAvenue, the merchant and the customer.

1. Supporting Documents
CCAvenue may request for a set of supporting documents for cases that need further investigation. These documents could include the Authorization Letter from the customer, Cancellation Policy, etc. Merchants can respond by attaching the required documents with a clarification message using our messaging facility. This can be uploaded from the Dispute Management module.

2. Dispute Resolution
CCAvenue team can either close the dispute in the merchant's favour or allow chargeback to the customer. The Dispute status can be: 'Open', 'Chargeback' , 'Closed' and 'Open and Hold'.

After the dispute status has been set to 'Open', or 'Open and Hold', CCAvenue can update its status to 'Closed' or 'Chargeback'. If the open dispute is confirmed as chargeback, CCAvenue will debit the dispute amount in the customer's favour and set the status as 'Chargeback'. Similarly, if the open dispute is closed in favour of the merchant, CCAvenue will update the dispute status as 'Closed'.

3. Resolution of 'Open and Hold' Cases
CCAvenue designates the status as 'Open and Hold' for disputed cases that need further investigation and sets the amount as well as the end date for resolution. The amount set aside for resolution at this stage cannot be greater than the disputed amount.

Different types of resolution for 'Open and Hold' cases:
  • When the time limit set for the 'Open and Hold' case is over and the dispute status has not changed, CCAvenue will release the amount held against the dispute and close the dispute.
  • After further investigation, when CCAvenue changes the status for the 'Open and Hold' case to 'Chargeback', the amount set aside for resolution (the balance amount payable) is treated as the chargeback amount and debited from the merchant's account in favour of the customer.
  • When CCAvenue changes the status for the 'Open and Hold' case to 'Closed', the amount set aside for resolution is ruled in the merchant's favour i.e. credited to their account.
Refund Processing Timelines
To abide by RBI/2019-20/67 DPSS.CO.PD No.629/02.01.014/2019-20 "Harmonisation of Turn Around Time (TAT) and customer compensation for failed transactions using authorised Payment Systems", CCAvenue has coined a very stringent mechanism to deal with refunds of failed transactions (transactions charged to customer but not returned to Payment Aggregator and in turn to merchant, hence no services are rendered). Detailing the process below:

As per merchant's line of business, they can opt to configure their account to reverse such transactions or get it updated as a successful transaction post reconciliation, and provide services.

We can reconcile dropped transactions in 2 ways:
a) We initiate server-to-server API calls with banks on an hourly basis throughout the day to fetch the status of transactions. Such cases are sent to bank for reversal on T+1 basis.
b) For banks who do not provide the API-based reconciliation mechanism, we reconcile with the offline files received from the banks the next working day. Thus refunds for such transactions are sent the next day post reconciliation or T+1 post reconciliation.
Multilevel Support and Nodal Officer
Level I
Vishakha Solanki
Phone: 022-35155072
Level II
Arbaaz Khan
Phone: 022-35155072

Regulatory Nodal Officer
Level I
Aniket Shirkar
Phone: 022-35155072
Level II
Rupali Yengde
Phone: 022-35155072

For RBI Integrated Ombudsman Scheme: Click Here.


     
Regulatory Nodal officer RBI Integrated Ombudsman Scheme