CCAvenue

CCAvenue's board-approved policies for handling grievances of customers are classified as under:

• Disposal of Complaints
• Dispute Resolution Mechanism
• Refund Processing Timelines

All of the above policy matters bind all participants i.e. Customer, Merchant and Payment Aggregator (CCAvenue), and shall contain detailed explanation of types of disputes, process of dealing with them, compliance, responsibilities of all the parties, documentation, reason codes and procedures for addressing the grievance, turn-around-time for each stage, etc.

Multilevel support and nodal officer details
We have also furnish the details of multi-level support as well as of the Nodal Officer who would be responsible for regulatory and customer grievance handling functions.

At Infibeam Avenues Limited (IAL) we try to address customer concerns and grievances to the fullest of our capacity. This process of resolving and closing customer issues is termed as Disposal of Complaints. It involves taking of appropriate actions to attend to customer complaints and to provide a resolution for the same, assuring customer satisfaction.

We accept customer complaints through various communication channels such as phone call, e-mail, chat, ticket, Online Dispute Resolution system and RBI's Complaint Management System. Our team at IAL tracks, investigates and resolves these complaints within the defined Turn-Around-Times as specified below.

Our support team consists of dedicated professionals who are imparted comprehensive training on handling customer’s complaints empathetically. The Learning and Development process at IAL is constant.

At IAL, the customer complaints are categorized as various types of queries that are periodically examined to check for persistent or repetitive queries. In such cases an in-depth analysis of the query is conducted in order to rectify the issues using corrective measures and to prevent future complaints. The process of disposal of complaints involves the following key steps:

Listing of common queries and resolutions with TATs:
As per the RBI regulation: RBI/2020-21/21 DPSS.CO.PD No.116/02.12.004/2020-21 around "Online Dispute Resolution (ODR) System for Digital Payments", we have developed a robust complaint handling process to strategize the disposal of customer complaints in an effective manner. This process includes clear steps for complaint logging, tracking and resolution. As a Token Requestor for Card on File Transactions (COFT) & Guest checkout Transactions (GCOT) , this ODR provides a platform to facilitate communication, negotiation and resolution of the dispute between the customer and the merchant digitally.

At CCAvenue, we offer a secure online platform where the customers can submit their disputes online, under the categories "Customer having Transactional queries " & " Disputes and Chargeback queries"

The ODR platform allows customers to reach out to us via online platform at ease and thus expedites the resolution process. A major advantage of ODR is its accessibility and convenience. It eliminates the need for physical presence and allows parties to participate in the process from anywhere through an internet connection for faster resolution.

The process for Dispute Resolution is elaborated below:

Customers can raise dispute on shipped orders for the following reasons.

• Transaction amount is different
• Request is made for the copy of the Receipt
• Alleged fraudulent transaction investigated by the acquiring bank
• Multiple charges for the same order
• Merchant agreed to issue refund on merchandise returned or for any other reason
• Customer did not engage in or authorize this transaction
• Cardholder is not in possession of the card used for the transaction
• Service not received from merchant
• Customer paid for the order using other payment method.

How we manage disputes at CCAvenue
Once the customer raises a dispute, CCAvenue reaches out to the merchant to resolve the dispute. CCAvenue may request for a set of supporting documents for cases that need further investigation. These documents could include the Authorization Letter from the customer, Cancellation Policy, etc. Merchants can respond by sharing the proof of delivery to prove that services are provided.

Dispute Resolution
CCAvenue team can either close the dispute in the merchant's favor if all relevant document is provided to customers satisfaction or recommend a chargeback to the customer. We have a dedicated Chargeback team specialized in handling such chargebacks.

To abide by RBI/2019-20/67 DPSS.CO.PD No.629/02.01.014/2019-20 "Harmonisation of Turn Around Time (TAT) and customer compensation for failed transactions using authorised Payment Systems", CCAvenue has coined 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). Detailing the process below:

As per merchant's line of business, they can opt to configure their account to reverse such transactions or get it updated as a successful transaction post reconciliation, and provide services.

We can reconcile dropped transactions in 2 ways: