Policies

Through this grievance redressal policy, auropay will seek to resolve complaints, grievances and doubts of customers in a timely and efficient manner.

The policy comprises the following aspects:

• Resolution of Complaints
• Managing and address of Grievances
• Managing of Chargebacks
• Refunds

Disposal of Complaints

Auropay has implemented a process for managing and tracking complaints raised by customers.

The objectives for complaint management are to ensure the adequacy of complaint response, acceptable response times for addressing the complaint, closure of the complaint and analysis of complaint related trends or any recurring issues.

All customer communication that is received is analysed and in case of service led deficiency, it is classified as a complaint.
A listing of the common queries and its resolution approach is presented in the table below:

Handling of Grievances

Customers can raise complaints or record a query through following mechanisms:

Email: customer@auropay.net

Customers can also track the status of the complaint through auto-generated complaint number.

A unique complaint number is assigned to each query or complaint and the customer receives an SMS and email communication with the details of the complaint number.

Register your query or complaint here or track status here.

Alternatively, the customer can also contact auropay through the tiered approach as described below:

Banking Ombudsman

An aggrieved party may also make a complaint to the RBI Ombudsman under the RBI Ombudsman Scheme for Digital Transactions, 2019 that includes the purpose of the Ombudsman scheme and contact details of the Ombudsman. For additional details, please refer the link url

Management of Chargebacks

A chargeback is a reversal of a card or UPI transaction and usually occurs when a customer raises a dispute with their financial institution (also known as the issuer) in relation to a purchase made on their card or UPI account.

Chargeback types

Generally, chargebacks can be associated with unsatisfactory customer service/ product or poor service delivery experience from the merchant. Chargebacks can also be filed if the customer suspects any fraudulent activity on their card.

A list of the most common reasons of chargeback (as defined by the networks) and the general remedy is described in the table below.

Chargeback handling:

Auropay has created an online chargeback management system to manage the chargebacks. This system is accessible to all participants namely, the Acquirer, auropay and merchants. Participants can resolve all issues related to chargebacks on this system. Appropriate roles and responsibilities for resolution of disputes are defined as per the network guidelines to ensure that the appropriate supporting documents are made available to the issuer.

Once a cardholder files a complaint with the issuer, the dispute is forwarded by the network to the acquirer who in turn raises the dispute to the merchant to initiate an investigation.

The merchant has to now provide documentary evidence to contest or defend the dispute. In this respect, the following processes are followed:

• Obtaining supporting documents: The merchant is notified about the dispute through the auropay chargeback management system mentioning the payment ID, reason for chargeback, TAT of representtment, etc. The merchant may then respond with the relevant documentation and explanation in the chargeback management system.
• Resolving the dispute: The dispute resolution team at auropay will represent the dispute along with documents (if any) as received from the merchant, on the chargeback management system to the acquirer. The acquirer generally provides a representment window to represent the chargeback and a failure to do so within the specified window may lead to a chargeback debit to the merchant.
• Final resolution of the chargeback – The issuer may continue to dispute the transaction (progressive dispute) in the event that the cardholder is not satisfied with the merchant response or representment. The network may also further pursue the dispute.
• In case of an unsuccessful re-presentment by the merchant, as per the decision of the issuer and based on network guidelines, the disputed amount is debited to the merchant’s account
• Should the merchant accept the chargeback, the disputed amount is debited to the merchant’s account
• If the dispute was successfully represented by the merchant, the dispute is closed in favour of the merchant with no debit towards the disputed amount.
• Given that most of the chargebacks result from miscommunication between the buyer and the seller, some of the recommended practices for merchants during payment processing/ settlement to avoid disputes or chargebacks are described below:
  1. Transparent Return Policy - merchants to make sure that the return policies are clearly mentioned on the website.
  2. Constant and Clear Communication – merchants to keep customers updated regarding the status of order/delivery.
  3. Proof of Delivery – merchants to share tracking numbers, invoices and other order related documents and references with customers to avoid ambiguity.

The dispute management timeframes are dependent on the card networks and is presented below:

Card Type	Chargeback Representment Network timelines	Permissible timelines to raise dispute from Transaction date
Master Card	45 days	120 days
Visa Card	15 days	120 days
Rupay Card	15 days	60 days/220 days
Amex Card	20 days	120 days
Onus Dispute	NA	180 days
Retrieval request	15 days	12 months

Dispute time frames are subject to change as per network guidelines from time to time.

Processing of Refunds

Refunds are originated due to one of the following scenarios:

• Merchant initiates the refund to the customer due to an inability to provide the service or the goods purchased, or owing to a customer complaint about the service

• Customer bank initiates the refund to the customer due to a failed transaction. These pertain to cases where the customer account was debited online, but the status of the transaction was not sent to the merchant or biller

• Refunds initiated by auropay for billers where auropay is the Biller Operating Unit

Auropay service delivery processes are designed to handle both the above scenarios through a well-designed refund mechanism as described below:

• Merchant or biller is provided with an API or batch mechanism to initiate complete or partial refunds for transactions

• Daily Reconciliation is done with the banks on to identify failed transactions and are either reported to merchants or billers (for service delivery) or reported to banks (for initiating refunds to customer accounts)

• Timely reporting of refund requests from billers into the NPCI Canvas portal, and timely processing of the refunds initiated by NPCI for the agents

Refunds received from the merchant/ biller/ NPCI or refunds that are identified through the reconciliation process are initiated within T+5 working days with the bank payment partner. T – Date of receipt of the refund request from the merchant/ biller/ NPCI or date of identification of the failed transaction.