Important: This policy outlines the framework for addressing grievances and complaints from our merchants and business partners. CES Pay is committed to providing timely and effective resolution to all concerns raised.
CES Pay has a network of KYC compliant authorised/ designated merchants, through whom various financial activities are facilitated to customers.
This policy will apply to Merchants and will also act as guiding tool to the Merchants availing service of Bill Payment and other products/ services facilitated by CES Pay.
Definition: For the purpose of this Policy, the term 'Merchant(s)' shall mean the Merchant, availing service of Bill Payment and Merchants availing other products/ services facilitated by CES Pay.
CES Pay shall disclose all important terms and conditions in clear and simple language to the Merchants while issuing the merchant ID. These disclosures shall include:
CES Pay shall put in place a formal, simply disclosed Merchant grievance redressal framework, including designating a nodal officer to handle the Merchant complaints / grievances, the escalation matrix and turn-around-times for complaint resolution. The complaint facility, if made available on website / mobile, shall be clear and easily accessible. The framework shall include, at the minimum, the following:
CES Pay shall disseminate the information of Merchant protection and grievance redressal policy in simple language.
CES Pay shall clearly indicate the Merchant care contact details, including details of nodal officials for grievance redressal.
CES Pay shall provide specific complaint numbers for the complaints lodged along with the facility to track the status.
CES Pay shall initiate action to resolve any Merchant complaint / grievance expeditiously, preferably within 48 hours.
CES Pay shall create sufficient awareness and educate Merchants in the secure use of the CES Pay platform, including the need for keeping passwords confidential, procedure to be followed in case of loss or theft of card or authentication data or if any fraud / abuse is detected, etc.
CES Pay shall provide an option for the Merchants to generate / receive CES Pay account statements for at least past 6 months. The account statement shall, at the minimum, provide details such as date of transaction, debit / credit amount, net balance and description of transaction. Additionally, the CES Pay shall provide transaction history for at least 10 transactions.
CES Pay shall ensure transparency in pricing and the charge structure as under:
CES Pay shall be responsible for addressing all Merchant service-related queries.
CES PAY shall also display Frequently Asked Questions (FAQs) on its website / mobile app related to the platform.
Definition of Terms:
Failed transaction: A transaction which has not been fully completed due to any reason not attributable to the Merchant such as failure in communication links, non-availability of cash in an ATM, time-out of sessions, etc.
T: The day of transaction and refers to the calendar date.
R: The day on which the reversal is concluded, and the funds are received by the issuer / originator.
Visit the "Contact Us" section on our website:
Fill in the details of your query and submit the form.
Call our Merchant care number:
9284560953
Available between 10:00 AM and 06:00 PM on working days.
Suitable timelines have been set for every complaint depending upon the investigations which would be involved in resolving the same. Here are the estimated timelines at various levels of queries/escalations.
| Details | Turnaround Time (TAT) |
|---|---|
| First response to a merchant's query/ concern | 24 hrs |
| Follow-up queries | 48 hrs |
| Resolution of escalated cases | 7 days |
| Resolution of Merchant grievances | 15 days |
| Concern raised to Nodal officer | 15 days |
CES Pay will try to address Merchant's feedback, queries and complaints to the best effort basis.
If you are not satisfied with the initial resolution provided, you may escalate your concern through the following channels:
Contact the Merchant care supervisor through the same channel you initially used (website, email, or phone).
If unresolved after 7 days, request to escalate to the Nodal Officer through any of our contact channels.
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