DPSPL (Dreamplug Paytech Solutions Private Limited/We/Us), is a payment aggregator authorized by the Reserve Bank of India (RBI). Payment aggregators are essentially payment facilitators that enable merchants/businesses to accept online payments from their customers. We pool the funds received by us from the customers and transfer them to the respective merchants. We also provide payment gateway/orchestration services to certain merchants.

We have implemented robust safeguards to protect the systems against unauthorized access and data breaches, and we adhere to international security standards, including ISO 27001 and PCI DSS, to ensure a secure payment ecosystem.

A chargeback occurs when a customer directly raises a dispute with the payment providers (such as banks, card networks, etc.) against a merchant. In the case a chargeback event occurs, we will reach out to the merchant, and as a merchant, you will have the option to accept or appeal the chargeback.

We will help you at each step in the process, including sharing necessary documentation with the banks, etc. However, the final decision is made solely by the banks after investigation and hence, if the chargeback event is decided against the merchant, the merchant shall be responsible for all costs and penalties.

We settle the payments received by us to the merchant’s bank account on a T+ 1 or as agreed in the merchant onboarding form, however no later than the timelines prescribed by RBI to process settlements promptly and securely. Yes, the settlement amounts may be adjusted for fees, chargebacks, refunds, or other liabilities.

Refunds are initiated by the merchant, and upon receiving a refund request, the request is immediately forwarded to the banks for processing and the refund amount is adjusted from the next merchant settlement.

Service Fee is a fee charged by us for facilitating the transactions. Typically, the fee is a percentage of the transaction value and depends upon the mode of payment of the customer.

As a merchant, you are required to provide accurate business information and update it as necessary, use the aggregator exclusively for their designated platform, ensure the security and integrity of your systems, comply with applicable laws and regulations, notify us in case of any breaches, address and resolve customer complaints related to their products or services, etc. The detailed list of obligations can be found in the merchant onboarding form and the merchant terms available on our website.

As per RBI directives, a payment aggregator or a merchant cannot store the card details of a customer. However, the customer may face friction if they have to enter their card details every time. To solve this, RBI has approved a tokenization process where the sensitive payment details are securitized into a unique token for each card. We are a token requestor in compliance with RBI guidelines, enhancing payment security for both customers and merchants.

For technical or operational queries, you can reach out to your key account managers or raise a query on the dashboard.