ONLINE DISPUTE RESOLUTION POLICY FOR FAILED TRANSACTIONS

  1. Background
  1. PayU Payments Private Limited (“PayU”) has put in place a process to address all customer grievances in relation to failed transactions. Failed transactions for the purposes of the Citrus Wallet may be broadly classified into the following 3 categories (“Failed Transaction(s)”):
  1. Failed Transaction while loading the Citrus Wallet;
  2. Failed Transaction while paying through the Citrus Wallet account balance (at PayU empaneled Merchants or Bharat QR); or
  3. Failed Transaction while withdrawing money from the Citrus Wallet to registered beneficiaries (bank accounts).
  1. Raising a failed transaction grievance, resolution and escalation levels
  1. In the event a customer encounters a Failed Transaction, the customer is advised to try again after some time provided moneys have not been debited from the Citrus Wallet account balance or from the bank account or from the card.
  1. However, in case of a Failed Transaction where moneys have been debited from the Citrus Wallet account balance or from the bank account or from the card, the customer is advised to raise a failed transaction grievance (“FT Grievance”) immediately in the manner provided below.

Level 1: Send an email at citrusfeedback@payu.in

  1. The customer must raise the grievance immediately to PayU by writing an email with all the relevant and accurate details of the transaction such as the merchant name, transaction id (if available), transaction amount, name, customer id, registered mobile number and/or registered email address to the following email address: citrusfeedback@payu.in (“FT Grievance Lodgment”).
  1. Upon a successful FT Grievance Lodgment by the customer, PayU shall create a unique ticket against the corresponding FT Grievance and share the same with the customer via email and/or SMS (“Grievance Ticket Number”) for the customer’s reference. The Grievance Ticket Number shall be used by the customer care team of PayU for all future references and for supporting all queries in relation to the corresponding FT Grievance.
  1. The customer is advised to keep secure the Grievance Ticket Number. The Customer must also cite the Grievance Ticket Number in all correspondence and communications (oral or written) or as and when called upon to do so by PayU.
  1. The customer care team of PayU will addresses each Grievance Ticket Number on a first-in-first-out basis and will endeavor to resolve the FT Grievance within the turn-around time for resolution of such Grievance (“TAT”) as prescribed from time to time by the Reserve Bank of India or any other appropriate authority.
  1. The customer care team of PayU will ordinarily be able to fetch the relevant details in relation to a FT Grievance on the basis of the information shared by the customer at the time of FT Grievance Lodgment. In rare cases where the customer care team of PayU is unable to fetch the necessary details from the information furnished by the customer, PayU will contact the customer for such details.
  2. The timeline for the TAT will commence once PayU has received all necessary details in relation to the Failed Transaction for PayU to address the FT Grievance. The resolution will be provided by PayU on a T+1 day basis where T is the date on which PayU has received all necessary details in relation to the FT Grievance. In computing the TAT, public holidays and weekends shall be excluded.
  1. Once the FT Grievance is resolved, the customer shall be informed and the respective FT Grievance Ticket Number shall be closed.
  1. All information shared by the customer at the time of FT Grievance Lodgment shall be kept confidential.
  1. In case of any delays on the part of PayU (where such delays are directly attributable to any omissions on the part of PayU) in resolving an FT Grievance within the TAT committed by PayU, the applicable compensation will be remitted to the customer suo moto by PayU.

Level 2 Escalation: Nodal Officer

  1. In case the customer is dissatisfied with the response received from PayU or has not received any response within the TAT as mentioned above, the customer may escalate the FT Grievance to the next level as indicated below.

Nodal Officer: PayU

Mr. Aayush Jaiswal

PayU Payments Private Limited

Bestech Business Tower, 9th Floor

Sohna Road, Sector 48

Gurugram – 122004, Haryana.

Email: citrusnodalofficer@payu.in

Contact: +91 9311417755

  1. The Customer must also cite the Grievance Ticket Number in all correspondence and communications (oral or written) with the Nodal Officer.

Level 3 Escalation: Customer Care Head of PayU

  1. In case the customer is dissatisfied with the response received from PayU or from the Nodal Officer or has not received any response within any TAT as mentioned above or as communicated by PayU, the customer may escalate the complaint to the next level as indicated below.

Customer Care Head: PayU

PayU Payments Private Limited,

Bestech Business Tower, 9th Floor

Sohna Road, Sector 48

Gurugram – 122004, Haryana.

Email address: carehead@payu.in

  1. The Customer must also cite the Grievance Ticket Number in all correspondence and communications (oral or written) with the Customer Care Head.
  1. Customers should note that FT Grievance Lodgment by sending an email to citrusfeedback@payu.in should always be the first step as any escalations to the Nodal Officer (Level 2) or to the Customer Care Head (Level 3) shall require the customer to cite the Grievance Ticket Number.