Complaints are inevitable in the payment service industry and the efficient handling of any customer dissatisfaction is central to success in the financial services market. CAMSPay is committed to ensuring that our service lives up to the expectations of our merchants and customers. We believe that there are many benefits to having a clear and straightforward complaint handling process, which aims to
This document summarizes our approach to complaints handling and is designed to give an outline of the process involved, our commitment to a fair and equitable resolution. This policy defines our way of handling complaints, dispute resolution mechanism, and refund processing.
This policy covers grievances arising from Merchants,
Sponsor/Acquiring Banks, Platforms (NPCI, VISA, Mastercard), payment service
providers, Destination/Issuing banks, cardholders, and A/C holders. We store
detailed records and explanations for all types of disputes and define
procedures for dealing with complaints and disputes.
CAMSPay appointed Nodal officer and dedicated support team
address complaints and disputes. We share contact details of our Nodal officer
on our website to enable the resolution of complaints and disputes quickly and
in a fair manner.
Disposal of Complaints
We have determined the type of complaints and same get
routed to respective internal stakeholders to respond quickly. Refer to the
below methods of addressing the key complaints with the timeline for
resolution.
Key Customer Complaints |
Resolutions |
Timeline for resolution |
Transaction Status |
We provide
transaction details with transaction id, Counterparty ref number, date and
time stamp, amount, merchant URL, and exact status of the transaction |
24 – 48 Hours |
Settlement Status |
We share settlement ref id (UTR) with report, Date, and
time stamp for all successful
transactions |
24 Hours (Working days) |
Transaction level response issues |
Due to network and
other reasons, if transaction dropped in between, we perform status check/call back and share the exact status
to merchant |
24-48 Hours |
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 |
24-48 Hours |
Refund issues |
After processing the refund, we share confirmation mail
with ARN. Merchant can pass the same to the customer for tracking purpose |
24- 48 Hours |
Transaction completed but no response |
We perform drill-down search using other
UDF details to trace the transaction record |
24-48 Hours (Working days) |
Turn Around Time (TAT) - customer compensation for
failed transactions
Sl. no. |
Description of the incident |
Framework for auto-reversal and compensation |
|
Timeline for auto-reversal |
Compensation payable |
||
I |
II |
III |
IV |
1 |
Card Transaction |
||
a |
Card to card transfer Card account debited but the beneficiary card account not credited. |
Transaction to be reversed (R) latest within T + 1 day, if credit is
not effected to the beneficiary account. |
₹ 100/- per day of delay beyond T + 1 day. |
b |
Card Not Present (CNP) (ecommerce) Account debited but confirmation not received at merchant’s system. |
Auto-reversal within T + 5 days. |
₹ 100/- per day of delay beyond T + 5 days. |
2 |
Immediate Payment System (IMPS) |
||
a |
Account debited but the beneficiary account is not credited. |
If unable to credit to beneficiary account, auto reversal (R) by the
Beneficiary bank latest on T + 1 day. |
₹100/- per day if delay is beyond T + 1 day. |
3 |
Unified Payments Interface (UPI) |
||
a |
Account debited but the beneficiary account is not credited (transfer
of funds). |
If unable to credit the beneficiary account, auto reversal (R) by the
Beneficiary bank latest on T + 1 day. |
₹100/- per day if delay is beyond T + 1 day. |
b |
Account debited but transaction confirmation not received at merchant
location (payment to merchant). |
Auto-reversal within T + 5 days. |
₹100/- per day if delay is beyond T + 5 days. |
Sl. no. |
Description of the incident |
Framework for auto-reversal and compensation |
|
Timeline for auto-reversal |
Compensation payable |
||
4 |
National Automated Clearing House (NACH) |
||
a |
Delay in crediting beneficiary’s account or reversal of amount. |
Beneficiary bank to reverse the uncredited transaction within T + 1
day. |
₹100/- per day if delay is beyond T + 1 day. |
b |
Account debited despite revocation of debit mandate with the bank by
the customer. |
Customer’s bank will be responsible for such debit. Resolution to be
completed within T + 1 day. |
Card and Account holders can raise disputes for the below
reasons and based on the nature of the dispute we connect with respective
stakeholders and resolve the same with required details.
1. Transaction
and debited amount different
2. Transaction
details with Date and time stamp
3. Refund
delay
4. Refund
not credited to customer Account
5. Alleged/fraudulent
transaction
6. Product/service
not received
7. Multiple
debits for a single order
8. Damaged
goods/product/service and not as promised
9. Not
engaged/authorized for the mentioned transaction
10. Order
cancelled but amount debited
11. Any
other transaction-related disputes can be raised to CAMSPay via an available
communication channel
Only customers (card and Account holders) can raise disputes
with CAMSPay. We share the disputed transaction details to merchants via our
dashboard with timelines to submit the required details. CAMSPay applies the
below process to receive and respond to disputes.
Merchants can share the proof against the dispute/chargeback
to defend the dispute. The documents and details include transaction details,
product information, Terms & Conditions, Cancellation policy, Proof of
delivery, customer confirmation letter, refund policy, Reference number from
banks, and any other supporting documents related to the dispute. Merchants can
share those details via our dashboard or to the merchant support team. If the
merchant agrees the dispute, they can accept the chargeback and authorize the
refund.
CAMSPay evaluates the proofs and documents and shares it
with customers via banks and platforms. Based on the outcome CAMSPay closes the
dispute or chargeback to the merchant to close the dispute. If the merchant
provides all the details and decides to defend the dispute, CAMSPay defends it
with bank, and the final decision is taken by CAMSPay to resolve the
dispute.
If merchants do not share the required document or provide
insufficient documents, CAMSPay changes the status to Open & Capture Fund
(We hold the disputed amount out merchant settlement) based on the response the
amount gets refunded to customers or settled back to merchants. The entire
activity has a set of timelines at each level and the same gets updated to all
stakeholders.
CAMSPay processes the refund to the original payment method
and if the merchant and customer agree to process through the different channel
that will not be applied for this process. We have intuitive ways to process
refunds via APIs, dashboard, and ways to set autorefund for the below
scenarios.
Due to network/API communication drop and delayed response
from banks, there can be a status change of transactions, due to which amount
may get debited from customer account but service/product may not be rendered
to customers. Merchants can reverse such transactions or accept them. This is
enabled at the CAMSPay end based on merchant request. The normal merchant
agreed refunds get processed via refund APIs and CAMSPay dashboard. Merchants
can initiate the refund and CAMSPay will process the refund and adjust in
subsequent days settlement.
We also have API level and recon level processes to address
the forced success transactions from banks and the same is refunded or settled
based on the nature of business.
Level 1 |
Merchant Helpdesk |
Service Executive Email: camspaysupport@camsonline.com Phone: 044-6109 4393 |
Level 2 |
Nodal Officer Raman M |
Email: camspaynodalofficer@camsonline.com
Phone:98415 94942 |