Mswipe Technologies Private Limited (“herein referred to as Mswipe”) Vision is to create a state of art payment and financial ecosystem with innovative products and superior customer service.
Merchant and Customer experience is a key focus area of Mswipe. Mswipe has a holistic approach targeting consistent improvement in merchant and customer experience and quality. Mswipe aims to ensure quick and effective handling of grievances, as well as prompt corrective & preventive action to avoid recurrence.
This Policy stipulates the guiding principle, standard operating procedure, and framework for (i) customer protection; (ii) limiting customer liability in respect of unauthorized electronic payment transactions and (iii) for registering, processing and closing a customer grievance.
This policy document aims at minimizing instances of merchant and customer complaints and grievances through proper service delivery & review mechanism and also to ensure prompt redressal of merchant complaints and grievances.
We aim to provide quick and effective handling of merchants’ and customers’ grievance, as well as prompt corrective & preventive action in order to avoid recurrence.
The following terms are used in this policy with the meaning specified herein:
“Merchant” means a person who may avail both POS & digital payment facilities from Mswipe as per the existing policies of Mswipe
“Customer” means a person or consumer making a payment at a merchant's physical location using a POS (Point of Sale) terminal or avails digital payment solution offered by the merchants (via online / offline mode) using various payment options such as credit card, debit card etc.
“Grievance” shall mean complaint, resentment, dispute, disagreement etc. arising out of the practices, procedures and codes, followed by Mswipe in its merchant and customer dealings.
“Working Days” shall mean any day on which our office generally is open in Mumbai excluding 2nd, 4th Saturday, all Sundays & Bank Holidays (Maharashtra)
a. Touch points to report customer grievances
b. Touch points to report grievances by Customers:
Customer can escalate the issues to the Grievance Redressal Officer and Nodal Officer details of which are mentioned below:
c. Details of Grievance Redressal Officer and Nodal Officer
Grievance Redressal Officer contact details are as below:
Mr. Harshad Kadam
Marathon Futurex, 26th Floor, A Wing, Mafatlal Mills Compound
N.M. Joshi Marg, Lower Parel, Mumbai – 400 013
Email id: grievance@mswipe.com
Nodal Officer contact details are as below:
Ms. Farhat Shaikh
Marathon Futurex, 26th Floor, A Wing, Mafatlal Mills Compound
N.M. Joshi Marg, Lower Parel, Mumbai – 400 013
Email id: nodalofficer@mswipe.com
| Issue Type | Turn-around Time |
|---|---|
| Auto reversal for Failed card/UPI transactions for which we have received excess settlements. | T + 5 Days |
| Chargebacks | T + 120 Days (Max time frame) |
| All other issues | T + 7 Days |
The aforesaid TAT shall be complied by Mswipe to the extent applicable and may get affected due to dependencies on external factors or third parties which are beyond control of Mswipe.
The aforesaid TAT applies only to domestic transactions, i.e., where originator and beneficiary are both in India as per applicable guidelines.
Mswipe shall ensure that the mode of response is as per the mode of intimation received e.g., cases received through e-mail shall be responded to though e-mail.
Mswipe has a four-tier escalation mechanism for customer grievances, as given below:
Level 1 - Mswipe will acknowledge all formal complaints (including complaints lodged through electronic means) within three working days and work to resolve it within a reasonable period, not exceeding 30 days. The 30-day period will be reckoned after all the necessary information sought from the merchant and customer is received.
Level 2 - If a merchant is not satisfied with the resolution provided through various channels, merchant can escalate the issues to the Grievance Redressal Officer mentioning the Ticket Number or any specific detail for a resolution. Grievance Redressal Officer shall endeavor to respond to each complaint within 15 days from the date of receipt of the complaint.
Level 3 - If a merchant or customer is not satisfied with the resolution provided by the GRO, they can further escalate the issues to the Principal Nodal Officer (PNO) mentioning the Ticket Number or any specific detail for a resolution within a period of 15 (fifteen) days.
Level 4 - If the issue remains unresolved within 30 days , the merchant and customer may approach Reserve Bank of India under the Integrated Ombudsman Scheme, 2021 through the following methods:
All employees at merchant facing channels and other support departments shall be periodically trained in handling merchant grievances. This would include functional training as well as training in soft skills.
The policy has been approved by the Board and is reviewed whenever required or at least annually. These reviews shall consider the following:
The primary objective of the dispute resolution framework is to facilitate prompt and efficient resolution for disputes related to the POS system, digital payments, transactions and services provided by Mswipe.
This policy applies to all merchants and customers who utilize Mswipe's POS / digital payment system for payment processing in India.
The types of disputes covered under the policy are as follows:
Upon receiving a dispute, the Mswipe’s Helpdesk team will:
Based on the investigation, we will:
We are committed to maintaining the confidentiality and privacy of all customer and merchant information. Any personal or transactional data provided by the end user during the grievance process will be handled in accordance with applicable data protection laws and our Privacy Policy.