- 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.
PRINCIPLES GOVERNING THE GRIEVANCE POLICY
- 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
- Dedicated call center – +91-22-66894444
- By writing an email to email@example.com
- 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
PROCEDURE OF ESCALATION
Level I Escalation – Registering of Grievance/Complaint
Level II Escalation - 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
Bhushan Kondurkar – Compilance & Nodal Officer
Finacus Solutions Pvt. Ltd.
ADDRESS: 7C, Senior Estate, Near Sona Udyog, Parsi Panchayat Road, Andheri (East),
Mumbai – 400 069.
Disposal of complaints
|Key Customer Complaints
|Timeline for resolution
|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
|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
|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
|After processing the refund, we share confirmation mail with ARN. Merchant can pass the same to the customer for tracking purposes
|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
- 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.