Grievance Redressal
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INTRODUCTION
For sustained business growth, Finacus (“Company” or “Finacus”) strives to ensure that its customers receive exemplary service at all times. This policy for Customer Grievance Redressal, Dispute Management Framework and Timelines for Processing Refunds (“Policy”) describes how complaints are resolved through a structured grievance redressal process.
OBJECTIVE
Finacus values all of its customers and merchants and is committed to exceeding their expectations. Finacus has implemented this grievance policy and a unified grievance redressal mechanism. A mechanism is outlined in this policy for receiving customer grievances and resolving them in a courteous, timely, and satisfactory manner.
It is important to have a clear and straightforward complaint handling process that aims to:
- Ensure that our customers receive the level of service they deserve.
- We can learn from our mistakes if we allow ourselves to do so.
- Maintain our leadership position and reputation in the market.
SCOPE
Finacus operations offer a variety of products and services, and this policy should be read in conjunction with related operational guidelines issued periodically.
PRINCIPLES GOVERNING THE GRIEVANCE POLICY
Finacus’s policy on grievance redressal is governed by the following principles:
- Customer shall be treated fairly at all times.
- Complaints raised by customers shall be attended with courtesy and in time.
- Customers are provided with effective and satisfactory resolution within an acceptable time period.
- Customers are fully informed of avenues to escalate their complaints / grievances within the organization and their rights to alternative remedy, if they are not fully satisfied with the response to their complaints.
GRIEVANCE REGISTRATION PROCESS
Modes of Grievance Registration
Our customers can register their grievances with us through various touch points:
- Dedicated call center – +91-22-66894444
- By writing an email to info@finacus.co.in
- Raise a Ticket by visiting our website https://www.finacus.co.in/contact-us/
Estimated timelines at various levels of queries/escalations
- First response to a customer’s query/concern – within 48 working hours
- Follow-up queries – 3 working days (Post 1st Response to customer)
- Escalated cases – 7 working days (Post follow up queries TAT)
- Customer grievances raised to Nodal officer – 30 working days
Customers are encouraged to provide complete details of their grievance, along with relevant documents (if any), in their complaint.
PROCEDURE OF ESCALATION
Level I Escalation – Registering of Grievance/Complaint
Upon receipt of Customer Complaint, a unique Complaint ID is generated and same is provided to the customer for his reference. Stipulated resolution time within 24 hours unless the Complaint involves issue related to any third party (e.g. bank) in which case stipulated time will be within 48 hours.
Level II Escalation - Customer Care Head/Grievance Officer
In case the Customer is not satisfied with the response at Level I, customer may escalate the complaint to the Level II, further in case the complaint could not be duly redressed within stipulated time at the Level II the same shall be automatically escalated to Level III respectively.
With this multi-layered and robust grievance redressal mechanism, Finacus not only focuses on redressal but also ensures that the gaps in process are identified and are rectified at grass root level.
Responsibilities of Customer Care Head/Grievance Officer
- Review the grievances received and resolve in co-ordination with departmental heads.
- Liaise with respective functions for speedy closure of complaint.
- Regularly review and suggest revisions (if needed) in the grievance handling procedures.
- CC Head would share findings and relevant gaps in the existing processes and work with process owners to put in place corrective actions.
- To ensure that the Grievance Redressal Team is promptly handling all grievances received.
Level III Escalation – Nodal Officer
In the event that the customer does not receive a proper response, within the prescribed timelines of lodging the complaint, he/she may approach the Nodal Officer of the Company, at the following contact details:
NODAL OFFICER
Bhushan Kondurkar – Compilance & Nodal Officer
Finacus Solutions Pvt. Ltd.
ADDRESS: 7C, Senior Estate, Near Sona Udyog, Parsi Panchayat Road, Andheri (East),
Mumbai – 400 069.
E-MAIL: info@finacus.co.in
Providing Customer or Merchant representation within Finacus, a Nodal Officer ensures appropriate resolution. The Nodal Officer will respond to the customer within 30 business days of receiving the complaint. In such a response, the company may either resolve the complaint or indicate that more time is needed to examine it. It takes 30 business days for the complaint to be resolved from the date of filing.
Disposal of complaints
In order to respond quickly, we have determined the type of complaints and referred them to the appropriate internal stakeholders. Please refer to the below timeline for resolving the key complaints.
| Key Customer Complaints | Resolutions | Timeline for resolution |
|---|---|---|
| Transaction Status | We provide transaction details with transaction id, Counterparty ref number, date and time stamp, amount, merchant URL, and exact status of the transaction | 24 to 48 hours |
| Settlement Status | We share settlement ref id (UTR) with the report, Date, and time stamp for all successful transactions | 24 Hours (Working days) |
| Transaction level response issues | Due to network and other reasons, if a transaction dropped in between, we perform a status check/call back and share the exact status with the merchant | 24-48 Hours |
| Card/Account holders’ complaints – Amount debited but no response received from Merchant | We provide exact transaction status with reference number to customer CC to merchant | 24-48 Hours |
| Refund issues | After processing the refund, we share confirmation mail with ARN. Merchant can pass the same to the customer for tracking purposes | 28-168 Hours |
| Transaction completed but no response | We perform a drill-down search using other UDF details to trace the transaction record | 24-48 Hours (Working days) |
DISPUTE RESOLUTION MECHANISM
How do we manage disputes at Finacus
Only the Customer or Finacus can file a dispute. Merchants can view all disputes raised on their transactions in their Disputes Listing Page. They can also provide updates and submit required documents for the dispute via a 3-way messaging facility between Finacus, the merchant and the customer.
- Supporting documents
Finacus may request supporting documents for cases that require further investigation. Documents such as the Authorization Letter from the customer and the Cancellation Policy could be included. Our messaging facility allows merchants to respond by attaching the required documents with a clarification message. You can upload this from the MMS portal.
- Dispute Resolution
Finacus has the option of closing the dispute in the merchant’s favor or allowing a chargeback to the customer, depending on the circumstances. Dispute statuses include: ‘Open’, ‘Chargeback’, ‘Closed’, and ‘Open and Hold’. Finacus can update the dispute status from ‘Open’ to ‘Closed’ or ‘Chargeback’ after the dispute has been set to ‘Open’ or ‘Open and Hold’. Finacus will debit the dispute amount in the customer’s favor if the dispute is confirmed as a chargeback. Finacus will update the dispute status to ‘Closed’ if the open dispute has been resolved in the merchant’s favor.
- Resolution of ‘Open and Hold’ Cases
Disputed cases that need further investigation are designated as “Open and Hold” by Finacus. It sets the amount and the end date for resolution. The amount set aside for resolution at this stage cannot be much higher than the disputed amount.
Different types of resolution for 'Open and Hold' cases:
- When the time limit set for the ‘Open and Hold’ case is over and the dispute status has not changed, Finacus will release the amount held against the dispute and close the dispute.
- After further investigation, when Finacus changes the status for the ‘Open and Hold’ case to ‘Chargeback’, the amount set aside for resolution (the balance amount payable) is treated as the chargeback amount and debited from the merchant’s account in favor of the customer.
- When Finacus changes the status for the ‘Open and Hold’ case to ‘Closed’, the amount set aside for resolution is ruled in the merchant’s favor i.e. credited to their account.
TIMELINE FOR REFUND PROCESSING
Finacus has a very stringent mechanism to deal with refunds of failed transactions (transactions charged to customer but not returned to Payment Aggregator and, in turn, to merchant, hence no services are rendered).
Finacus processes the refund to the original payment method and if the merchant and customer agree to process through a different channel that will not be applied for this process. We have intuitive ways to process refunds via APIs, dashboard, and ways to set auto-refund for the below scenarios.
REFUND PROCESS FOR FAILED TRANSACTIONS
As a result of network/API communication drops and delayed responses from banks, the status of transactions may change, and the amount may be debited from the customer’s account but the service/product may not be delivered. Such transactions can be reversed or accepted by merchants. Finacus enables this based on merchant requests. Refunds are processed via refund APIs and Finacus dashboards as per merchant agreements. Merchants can initiate the refund and Finacus will process the refund and adjust it in the subsequent day’s settlement.
We also have API level and recon level processes to address the forced success transactions from banks and the same is refunded or settled based on the nature of business.