Policies

Customer Service and Experience has always been the most important value for Aurionpro Payment Solutions Pvt. Ltd. (“the Company”, “Aurionpro Payments”, “we”) and hence, resolving customer grievances suitably and efficiently is paramount for the Company. Aurionpro Payments’ Customer Grievance Redressal Policy (this “Policy”) is reflection of its commitment towards customer satisfaction and value addition. The object of this Policy is to minimize and resolve instances of Customer complaints through proper review mechanism and service delivery and to ensure prompt redressal of Customer grievances.

This Policy document lays down the broad framework for handling Customer complaints and prompt grievances redressal. It highlights the process set by Aurionpro Payments based on RBI guidelines for timely and satisfactory resolution of all Customer grievances. The Policy also informs our customers about various channels through which they can reach out to Aurionpro Payments for sharing their concerns or unpleasant experiences and alternate avenues available with them for grievance redressal.

For the purpose of this Policy, (i) a “Customer” means an end-user availing services of the merchants on boarded on Aurionpro Payments’ platform; (ii) a “Merchant” means a user of Aurionpro Payments Services who is desirous of accepting various payment instruments from its customers as part of their payment obligation; (iii) a“grievance/ complaint” means any break or breach in the assured service levels - both the technical or communicative errors; (iv) a“Complainant” means customer and / or merchant lodging a grievance / complaint with the Company.

Key principles governing this Policy are:

• Customer-centric approach
• Prompt and complete Customer service
• Sincere intention to be honest, fair and open without any prejudice as it involves reputational risk and potential loss of business
• Grievances to be dealt with promptly in an unbiased and fair manner
• Keeping the Customer well-informed and updated of the grievance redressal mechanism by placing it in the public domain

Elements of this Policy are:

• Lodgement of Complaint & ODR
• Escalation Matrix
• Dispute Management Timeframe
• Order Cancellation/Refunds/Returns
• Indicative TAT for Complaint Resolution
• Review of Complaints
• Root Cause Analysis
• Employee Trainings
• Policy Updating

Lodgement of Complaint & ODR

At Aurionpro Payments, we want our customers to initiate a transaction with confidence via Aurionpro Payments’ Platform by actively resolving all the confronted queries. To begin with, a Customer may lodge a complaint by using any of the following modes: 1. Complaints can be lodged from the digital channel of ODR; or 2. Complaints can be lodged via email or website.

Aurionpro Payments recommends Customer to initiate direct communication with their respective Merchant for resolution of any issues pertaining to any order. In case, if the said Merchant is non-responsive or fails to offer any resolution, then Aurionpro Payments will intervene to amicably resolve the issue.

The Complainant can register their grievance through either of the following channels made available by Aurionpro Payments:

• By writing an email to support@auropay.net
• By Visiting website https://www.auropay.net/policy/redressalpolicy and registering their concerns and grievances through support form available on Aurionpro Payments’ official website under the section ‘Support’ on the homepage. The complaint form will be uploaded in this section.

While raising their grievance with Aurionpro Payments, the Complainant is required to provide the below mentioned additional details such as:

• Type of Grievance
• Transaction Date
• Transaction Amount
• Transaction ref ID
• Transaction Screenshot
• Description of the Issue
• Email/communication with the Merchant (in case of Customer raising the grievance)
• Any other details as may be requested by Aurionpro Payments

For Customer grievances that cannot be addressed by Aurionpro Payments, the Customer shall be redirected to the relevant Merchant for appropriate action. These complaints could be related to product liability, delivery, fraud claims (i.e., matters beyond the scope of Aurionpro Payments).

Grievance Redressal Mechanism for Failed Transactions

RBI had announced the introduction of “Online Dispute Resolution (ODR)” as per the Statement on Development and Regulatory Policies dated 6th August 2020. This system is aimed at resolving Customer disputes and grievances pertaining to digital payments, using a system driven and rule-based mechanism with zero or minimal manual intervention.

Currently ODR is implemented for disputes and grievances related to failed transactions pertaining to UPI, Card and ECom transactions. Failed transaction grievances will be resolved through ODR process in accordance with the ODR Circular read with the RBI TAT Circular.

Aurionpro Payments has put in place a process to address all customer grievances in relation to failed transactions. In the event of a consumer encountering a Failed Transaction, the consumer is advised to try again after some time provided money has not been debited from the account balance. However, in case of a Failed Transaction where account has been debited, the consumer is advised to raise a failed transaction grievance immediately in the manner provided below. The consumer can contact the customer service executive through the channels mentioned below.

At Aurionpro Payments, we offer a secure online platform where the Customer can submit their disputes online, under the subject-matter Customer having Transactional queries & Disputes and Chargeback queries.

The ODR platform allows Customer 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. To report and register such failed transactions Customer may visit Aurionpro Payments website and click on Support link present in the footer.Here they can raise their query/complaint. A unique ticket number (Tracker ID) will be allotted to the Customer. The Customer will thus be able to check the status of his query/complaint till resolution.

Internal mechanism to handle Customer complaints

Escalation Matrix

Aurionpro Payments has formulated an internal system of an escalation matrix to ensure that the grievances are channelled and addressed in a proper and effective manner via authorised route. The Complainant can seek the fair redressal of their grievances as per the below mentioned escalation matrix:

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	Not Applicable	180 days
Retrieval request	15 days	12 months

Dispute management timelines are subject to change as per network guidelines from time to time which will be duly intimated vide modification to this Policy.

Order Cancellation/Refunds/Returns

All the queries relating to the full or partial cancellation of orders needs to be routed to the respective Merchant at the first instance. Aurionpro Payments does not handle shipping or order dispatch, and the Customer shall directly contact the Merchant for queries regarding returns and needs to be guided as per the return & cancellation policy of the Merchant.

Indicative TAT for Complaint Resolution

Aurionpro Payments acknowledges that complaints must be seen in the right perspective and shall be analysed from all possible angles because they indirectly reveal a weak spot in the working of an entity. The Complainant can lodge complaints through prescribed channels. All efforts will be made to resolve each complaint received by Aurionpro Payments within the timeframe fixed internally as mentioned in the herein below table.

Review of Complaints

We understand the fact that periodic review of complaints provides valuable insights regarding problem areas related to quality of customer service, products, policies and overall gap between Customer’s expectations and actual service provided. Hence, complaints received through various sources are regularly evaluated and analyzed to decide corrective measures and design future course of actions. The Company at various levels review customer grievances and enhance the quality of customer service. The quality of Customer Service rendered by the Company is examined periodically.

The Policy review considers following factors:

• Internal factors such as changes in organizational structure or products and services offered.
• External factors such as changes in legislation or technological innovation.
• The results of audit, if any conducted during the year by internal/external auditors.

Root Cause Analysis

Aurionpro Payments also undertakes Root Cause Analysis (RCA) of Customer Grievances to identify the underlying causes and thereby takes necessary corrective measures to bring process/systemic improvement, with the objective to minimize the recurrence of Grievances of similar nature.

Record Maintenance

The records pertaining to Customer complaints shall be maintained for at least five (5) years from the date of resolution. Moreover, timely backup of system data of complaints shall be taken to always ensure availability of data. The Company has evolved a system for proper maintenance and preservation of complaint records in a manner that allows data to be retrieved easily and quickly whenever required or when requested by the competent authorities.

Reporting Requirement

Following Reports shall be submitted to the Board on an annual basis:

• Statement of all complaints received along with an analysis of the complaints.
• Root cause analysis of the top five complaints category.
• Results of annual survey of customer satisfaction.
• Gaps in implementation of code of conduct towards Merchants.
• Changes required in products/services/procedures to improve customer service.
• Position of complaints against the Company with Banking Ombudsman (BO) and Consumer courts (if any).
• Any adverse reporting in media with respect to customer servicing.
• Any customer service impact due to unplanned downtime of IT systems or failure of business continuity plans.

Employee Training

Aurionpro Payments provides comprehensive training to its employees from time to time. In such training programs, employees are trained on excellent customer service, and they are also trained on RBI guidelines on grievance redressal.

Policy Updating

At Aurionpro Payments, we value Customer feedback and therefore constantly analyse and implement them to improve upon our service. We believe in continuously implementing improvements in the existing process with the intent of eliminating any concerns or gap identified within the system which will help in improving the overall quality of the service.

The Board shall oversee the implementation of Aurionpro Payments’ Grievance Redressal framework and be responsible for periodic (annually) review of the Policy. In case of any changes in the regulations, an early review of the Policy will be undertaken and approved by the Board. The updated Policy will be uploaded on the Company’s site.

Disclaimer

Aurionpro Payments shall not be liable for any failure or delay in its performance under this Policy caused by force majeure events such as acts of God, acts of civil or military authorities, fires, epidemics, pandemics, floods, earthquakes, riots, sabotage or destruction of production facilities, systems failure, technical mishaps, strikes, work stoppages, or any disputes.