Guidelines to Adhere in the world of Auropay
Grievance Redressal Policy
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:
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:
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:
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.
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.
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:
Dispute management timeframes
The dispute management timeframes are dependent on the card networks and is presented below:
Permissible timelines to raise
|45 days||120 days|
|15 days||120 days|
|15 days||60 days/220 days|
|20 days||120 days|
|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.
How Does it Work
Aurionpro Solutions Limited
Synergia IT Park, Plot No-R-270, T.T.C., Industrial Estate, Near Rabale Police Station, Rabale, Navi Mumbai-400701
Grievance Redressal Policy
Terms of Services
Refund and Cancellation Policy
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