Preface

Focus of the customer is the central focus of our company “Ziggi Pay India ”. We strictly observe a holistic strategy in order to provide an exemplary standard, measures that are effortless to recognize and execute but are fast-tracked and result-oriented throughout a range of issues. The measures in place have been devised primarily based on the RBI's guidelines, Industry pleasant practices, and tips from our consultants to be both, Customer and Resolution Oriented.

At Ziggi Pay India we come up with an effortless and user-friendly interface that rapidly takes all applicable information and details that allow our Customer Service Team to make sure on the spot and high-quality administration of the complaint filed and as a result, provoke corrective and preventive motion to keep away from any recurrence.

To meet our objectives stated, we have outlined this board-approved coverage (framework) for redressal of customer grievances. We warrant that this policy shall be saved up to date at all instances and made accessible in its public area for effortless access.

We Shall:

Adhere to all applicable regulatory and statutory directives as issued via the RBI.
Maintain strict confidentiality in managing complaints.
To provide a user-friendly and responsive grievance administration system.
Establishing a clear Complaint dealing with procedure to all complainants.
To Provide clear accountability for grievance handling.
Render unrestricted and fair access to our Grievance Redressal Policy to all users.
To manage discrepancies in the method and continuously enhance them to make certain most purchaser aid and complaint redressal.

At Ziggi Pay India we take utmost care and manage and resolve all the concerns and grievances added to our interest by our Merchants and their clients. Our Grievance Redressal policies define and differentiate complaints from queries as

Grievances

A grievance is usually described as "An expression of dissatisfaction made to an organization, associated to its merchandise and services, or the complaints-handling procedure, where a response or decision is explicitly or implicitly expected”.

Query

Query is a question, regularly expressing doubt about something or searching for an answer/clarification from an authority. A question is

A form of questioning, in a line of inquiry
In nature of a request for facts or guidance
Where there is an expectation from the consumer – for records/clarification.

At Ziggi Pay India we apprehend that there may additionally be some consumer grievances between the guaranteed services and the ones delivered to you due to the fact of a range of unexpected instances such as conversation problems, technical glitches, net disruption, etc. Our valued clients and Merchants are welcome to share their feedback and grievances for a rapid and honest resolution.

General Issues/Complaints

About Customer:

General Queries
Issues related to Refund
Issues associated with Transaction

For Merchants:

Issues associated with Chargeback
Queries and issues associated with Transactions
Issues related to refund
Activation and deactivation requests related to payment methods.
Queries related to settlement and reports
Queries and problems associated with Integration/Tech
Queries and issues related to onboarding

If incase the clients and merchants are no longer content with the services rendered via us with the aid of an e-mail and calling our patron to assist personnel on ______________

In case if an issue or a grievance is unresolved within the time specified or the decision furnished is no longer satisfactory, then the grievance or the issue may be escalated in our structured escalation matrix to addressing the concern. Whilst we moderately accept our client care group is friendly and dedicated to resolving the issue or grievance at the very onset, we have put in place this structured escalation matrix to make sure all issues/complaints are addressed in an expert professional and well time mannered.

Registering & Escalating Issues/Complaints

In case the client does now not get hold of response inside the designated time at Level A or if the client is upset with the response received, the client may also improve the grievance to the subsequent degree as indicated below:

Level	Level Name	Contact Detail	Acknowledgment	Resolution TAT
Level 1	Customer Care		24 Hours	3 Business Days
Level 2	Manager Operations		48 Hours	7 Business Days
Level 3	Nodal & Legal Officer		48 Hours	21 Business Days

Team Sensitization

It is our sincere endeavor to make sure that our client's grievances and queries are dealt with in a gorgeous and quality manner and for this our client dealing with groups bear normal training to enhance their decision instances and responses whilst making sure clients do now not face the grievances once more constructing self-assurance and believe amongst the clients.

Turn Around Time (TAT) for the decision of failed transactions

RBI guidelines on Turn Around Time (TAT) for the decision of failed transactions issued vide DPSS.CO.PD No.629/02.01.014/2019-20 dated September 20, 2019, shall be accurately taken care of. Any future directions in this regard shall additionally be adhered to by using Ziggi Pay India.

The Operations group is the proprietor of this record and is accountable for making sure that this policy is reviewed in line with the overview necessities mentioned above.

The current version of this report is reachable to all participants of staff.

This policy was once accredited by the Director and is issued on a version-controlled underneath his/her signature.

Signature: _____________________________ Date: _____________________________

Ready to join Ziggi Pay India?

Gift Card For Wedding , Birthday Parties, Anniversary, Shopping and Group-Parties.

Customer Grievance Redressal Policy

Ready to join Ziggi Pay India?

Get In Touch

Quick Link

Location