Grievance Redressal Policy

1. Introduction

Resilient Payments Private Limited (RPPL or company) is committed to providing a seamless payment experience. This Grievance Redressal Policy ("Policy") is designed to ensure that all customer grievances are addressed promptly, fairly, and in accordance with the regulatory framework prescribed by the Reserve Bank of India (RBI).

Definitions

For the purpose of this Policy, a "Customer" includes:

  • End-Customer: An individual or entity making payments to merchants for products or services.
  • Merchant:A business entity onboarded on the Company's platform to accept payments from customers for goods or services.
  • Dispute: Means any disagreement or claim raised by a customer or merchant relating to a payment transaction, including but not limited to failed transactions, unauthorized transactions, duplicate debits, or non-receipt of goods/services.
  • Business day — Means a day on which banks in India are open for normal business operations, excluding weekends and public holidays, unless specified otherwise

2. Core Design Principles

The Company's grievance machinery is governed by the following pillars:

  1. Customers shall be treated equitably at all times.
  2. Courtesy: All complaints shall be handled with professional courtesy and within stipulated timelines.
  3. Efficiency: Resolution shall be effective, satisfactory, and provided within the prescribed Turnaround Time (TAT).
  4. Awareness: Customers shall be fully informed of escalation matrices and their rights to alternative remedies.
  5. Compliance: All resolutions shall align strictly with RBI Guidelines.

3. Escalation Matrix

The Company provides a structured, four-tier mechanism for the disposal of complaints.

Level 1: Customer Support

To register a formal complaint, please contact our support team via email.

Level 2: Escalation Support

In the event the grievance remains unresolved to the satisfaction of customer/merchant, they may reach out to the Level 2 escalation desk:

Level 3: Grievance / Nodal Officer

In the event the grievance remains unresolved to the satisfaction of customer/merchant, they may reach out to the designated Nodal Officer.

  • Nodal Officer: Mr. Tushar Deshpande
  • Email: nodal.officer@bharatpex.com
  • Contact: +91 9930061991 | Tel: 0124-44202216
  • Address: 12th Floor, 8C DLF, Cyber City, Phase 2 Road, Sector 25A, Gurugram, Haryana - 122008.
  • Working Hours: Monday to Friday, 10:00 AM to 7:00 PM.
  • Resolution TAT: Within 15 business days.

Level 4: RBI Integrated Ombudsman

If the Customer is dissatisfied with the final response, they may approach the RBI Integrated Ombudsman.

  • Portal: https://cms.rbi.org.in/
  • Toll-Free No: 14448
  • Address: Centralized Receipt and Processing Center (CRPC), Reserve Bank of India, 4th Floor, Sector 17, Chandigarh.

4. Dispute Resolution Mechanism

The Company shall maintain a robust, transparent, and time-bound dispute resolution mechanism for handling payment-related disputes arising from transactions facilitated by it, in compliance with applicable regulatory guidelines including those issued by the Reserve Bank of India (RBI).

The mechanism shall cover, but not be limited to:

  • Failed / declined transactions where customer account is debited but confirmation is not received
  • Unauthorized or fraudulent transactions
  • Merchant-related disputes impacting payment settlement
  • Duplicate or multiple debits
  • Chargeback Disputes

All disputes shall be logged through the Company's designated customer grievance channels. An acknowledgment shall be provided to the complainant within defined timelines.

4.1 Dispute Handling

  • ➢ Disputes shall be categorized based on type (e.g., failed transaction, refund, chargeback, fraud-related).
  • ➢ Cases shall be routed to the relevant internal team or external stakeholder (partner bank, card network, merchant) for resolution.

4.2 Resolution Process

  • The Company shall undertake necessary investigation, including:
    • Transaction log analysis, reconciliation and settlement records.
    • Coordination with partner banks / payment networks
    • Merchant confirmation where applicable
  • Resolution shall be based on established rules, network guidelines, and regulatory requirements.

4.3 Turnaround Time (TAT)

The Company shall adhere to RBI-prescribed Turnaround Time (TAT) for resolution of failed transactions and related disputes. Auto-reversal of failed transactions shall be completed within T+5 days.

Any delay beyond prescribed timelines shall be handled in accordance with RBI guidelines — DPSS circular DPSS.CO.PD No.629/02.01.014/2019-20 dated September 20, 2019 (as amended from time to time).

4.4 Refunds

Refunds shall be initiated:

  • Through Reconciliation for eligible failed transactions, or
  • Post-validation in case of dispute-based claims

Refunds shall be credited to the original source of payment, unless otherwise required. End-to-end tracking of refund status shall be maintained.

Refunds are initiated by the Merchant. Once a request is accepted, the Company propagates the data to acquiring banks via APIs.

All funds are routed back through the Company's Escrow Account to the original payment method.

4.5 Chargeback Handling

A chargeback occurs when a Customer disputes a transaction through their issuing bank. We adhere to the guidelines set by Card Networks and NPCI.

4.5.1 Common Chargeback Grounds
  • Fraudulent transactions.
  • Non-delivery of products/services.
  • Defective goods or services.
  • Duplicate billing/double debits.
4.5.2 Chargeback Lifecycle
  1. First Level: The Merchant is notified and must provide valid evidence (e.g., Proof of Delivery) to contest the claim.
  2. Pre-Arbitration:If the customer re-disputes the merchant's evidence, additional documentation is required. Fees may apply.
  3. Arbitration: The final stage where the Card Network rules on the case. The losing party bears the arbitration and processing fees.
4.5.3 Outcomes
  • Acceptance: Merchant accepts the claim; funds are permanently debited from the Merchant and credited to the Customer.
  • Contestation: Merchant provides evidence; the case is represented to the bank for review.
  • Deemed Accepted:If no response is received from the Merchant within the network's TAT, the claim is automatically ruled in favor of the Customer.

4.6 Law Enforcement Agency (LEA) Alerts

The Company shall address fraud-related complaints and requests from Law Enforcement Agencies (LEAs) on a priority basis, in compliance with applicable regulatory and legal requirements.

Fraud complaints, including unauthorized transactions, shall be promptly reviewed in coordination with relevant stakeholders. Where required, information and supporting documents shall be obtained from the Merchant, and appropriate action, including customer refund or continuation of settlement, shall be taken based on the outcome of such review.

Requests from LEAs shall be handled through a designated nodal point against valid legal requisitions, ensuring secure handling of information and confidentiality. The Company shall maintain adequate records of such cases for audit and regulatory purposes.

5. Administrative Provisions

  • Monitoring and Compliance: The Company shall monitor:
    • TAT adherence
    • Volume and nature of disputes
    • Aging and backlog

    Periodic reviews shall be conducted to identify systemic issues and implement corrective actions. RCA with complaints in top 5 categories and corrective action plan shall be presented to the Senior Management of the Company.

  • Record Maintenance: All complaint records and redressal details are preserved for a minimum of five (5) years.
  • Policy Review: This policy is reviewed annually by the Board of Directors to ensure alignment with evolving RBI mandates.