grievance redressal policy

1. Introduction

At Dreamplug Paytech Solutions Private Limited ("DPSPL"), we are committed to providing exceptional payment aggregation services. We understand that issues may arise, and we strive to address them promptly and efficiently. This Grievance Redressal Policy outlines the process for handling complaints related to our payment aggregation services.

2. Objective

The objective of this framework is as following:

  1. To establish a structured system for addressing grievances
  2. To ensure customer satisfaction through effective complaints management and timely resolution of complaints
  3. To continuously improve our services based on customer feedback

3. General Support

At the outset do note that, the Dreamplug Group believes in promptly addressing any queries / customer support requests that are received by us. Accordingly, our merchants and partners are encouraged to raise any support request to the appropriate team or person (relationship manager) within the organisation for being addressed, depending upon the classification of such customer / merchant.

We aim to ensure that the relevant team or person (relationship manager) that has established the relationship should continue the relationship in all aspects, and accordingly aim to ensure that such team becomes the first point of contact for all customer support requests. This goes a long way in ensuring a speedy and satisfactory resolution of complaints since this enables us to build trust over the long term with our customers / partners.

4. Grievance Redressal Framework

Customers, having any query, feedback or complaint, pertaining to the transactions they may have been processed or attempted to process using DPSPL platform, or with regards to the product or services offered by DPSPL, may directly reach out to DPSPL via any of the following channels:

Level 1

Any complaint can be raised by customers by writing an email to support@dpspl.co.in; DPSPL shall attempt to respond to the complaint within 7 business days from the date on which the complaint was filed. Customers are encouraged to provide complete details of their grievance, along with relevant documents (if any), in their complaint. However, in case of any trouble faced by the customer in lodging an appropriate complaint, DPSPL shall endeavour to provide guidance to the customer in this regard.

Level 2

In case the customer still has any complaint / grievance, the same may be escalated to DPSPL's Nodal Officer, the details of whom are provided as follows:

Name: Aravind Ashok
Email: nodalofficer@dpspl.co.in
Address: No. 769 and 770, 100 Feet Road, 12th Main, HAL 2nd Stage, Indiranagar, Bangalore, Karnataka - 560038

The Nodal Officer shall attempt to respond within 7 business days from the date on which grievance was filed.

Level 3

If Customer is not satisfied with the resolution provided by DPSPL, or has not received a reply within 30 days of filing the complaint with DPSPL, then he / she can file the complaint with the RBI's Integrated Ombudsman.

Complaint lodging portal of the Ombudsman: https://cms.rbi.org.in/

5. Dispute Management / Chargeback Framework

Wherever a customer wants to raise any claim for a transaction made on their account, they can raise a dispute / chargeback on the same by reaching out the issuer (financial institution with which the customer has an account). The chargeback can be for various reasons such as product / services not delivered, defective product delivered, fraudulent transactions etc.

The chargeback process would involve varied parties including customer who has paid for the transaction, the issuer financial institution, the acquirer, the processor and the merchant providing goods or services. Once the customer has reached out to their issuer financial institution and disputes the transaction made by them using their payment mode on the merchant website, the issuing bank will forward the chargeback claim to the acquirer. The acquiring partner shall send the dispute claim to us and we will review the transaction in our systems or reach out to the merchant if required for details of supporting documents. Basis the review of these details, DPSPL will respond back. If the chargeback is found to be valid, it will result into a credit in the merchant's account.

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.

6. Failed transactions and reversals

As per RBI's Notification on Harmonisation of Turnaround Time (TAT) and customer compensation for failed transactions, a 'failed transaction' is a transaction which has not been fully completed due to any reason not attributable to the customer such as failure in communication links, time-out of sessions, etc. Failed transactions shall also include the credits which could not be affected to the beneficiary account on account of lack of full information or lack of proper information and delay in initiating a reversal transaction. DPSPL shall ensure that the reversal happen within the turnaround time prescribed in RBI guidelines.