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 AvenuesAI we try to address customer concerns and grievances to the fullest of our capacity. This process of resolving and closing customer complaints and queries is termed as Disposal of Complaints. It involves taking of appropriate actions to attend to customer complaints and queries to provide a resolution for the same, assuring customer satisfaction.
We accept customer complaints and queries through various communication channels such as
- Phone call
- E-mail
- Chat
- Ticket
- Online Dispute Resolution system
- RBI's Complaint Management System
At AvenuesAI, the customer complaints and queries are categorized as various types that are periodically examined to check for persistent or repetitive queries. In such cases an in-depth analysis of the complaint and query is conducted in order to rectify the issues using corrective measures and to prevent future complaints. The process of disposal of complaints and queries involves the following key steps:
Listing of Types of Queries / Complaints and resolutions with TATs:
| Categorization |
Resolution Process |
Type |
Response TAT |
Resolution TAT |
| Transaction Status Check |
To address Transactional queries we furnish comprehensive details including:
- Order number
- CCAvenue reference number
- Transaction date
- Transaction amount
- Merchant URL
- Status of transaction.
This ensures customer queries are addressed satisfactorily.
If status is in "pending" or "awaited", we wait for the recon process to complete and inform accordingly.
|
Query |
24-48 hours (for complaints received between 10 am-7 pm; Monday to Sunday) |
30 days |
| Refund status |
We ensure clear communication by providing customers with all refund details, including:
- Bank reference number
- ARN (Acquirer Reference Number).
These details allows customers to verify the refund status directly with their respective banks, facilitating transparency and clarity throughout the refund process.
If the refund does not received to customer within the expected timeframe, we will upgrade the ticket to Complaint to investigate further*
|
Query |
24-48 hours (for complaints received between 10 am-7 pm; Monday to Sunday) |
30 days |
| Refund complaint* |
We conduct a thorough recheck of the fund status and promptly escalate any issues to the concerned bank.
Customer is notified of all the updates from the banks immediately, thus keeping them informed throughout the resolution process.
This proactive approach helps maintain transparency and building trust with our customers regarding their refund.
|
Complaint |
24 hours (for queries received between 10 am-7 pm; Monday to Sunday) |
30 days |
| Transaction successful, but no response from merchant |
In cases a transaction is successful but there is no response from the merchant post the agreed delivery policy of the merchant. Our procedure involves :
- Provide the customer with all relevant information, including detailed merchant contact details.
- Additionally, we ensure transparency by forwarding the same email to the merchant's support team, with the customer included in CC. This approach facilitates direct communication between the customer and the merchant, aiming for swift resolution and customer satisfaction.
|
Complaint |
24 hours (for queries received between 10 am-7 pm; Monday to Sunday |
30 days |
Online 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 and query handling process to strategize the disposal of customer complaints and queries in an effective manner. This process includes clear steps for complaint logging, tracking and resolution. As a Token Requestor for Card on File Transactions (COFT) & Guest checkout Transactions (GCOT) , this ODR provides a platform to facilitate communication, negotiation and resolution of the dispute between the customer and the merchant digitally.
At CCAvenue, we offer a secure online platform where the customers can submit their disputes online, under the categories "Customer having Transactional queries" & "Disputes and Chargeback queries"
The ODR platform allows customers to reach out to us via online platform at ease 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:
1) How We Manage Disputes
Once the customer raises a dispute, CCAvenue reaches out to the merchant to resolve the dispute. 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 sharing the proof of delivery to prove that services are provided.
2) Dispute Resolution
CCAvenue team can either
close the dispute in the merchant's favor if all relevant document is provided to customers satisfaction or recommend a
chargeback to the customer. We have a dedicated Chargeback team specialized in handling such chargebacks.
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 reconcile dropped transactions in 2 ways:
| a) |
Initiate server-to-server API calls with banks on a periodic 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 T+1 post reconciliation. |
Multilevel Support and Nodal Officer
For RBI Integrated Ombudsman Scheme: .
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