Frenzopay Grievance Redressal Policy

Grievance redressal is a delicate process in the payment aggregation business because merchants differ in terms of product offerings, language proficiency, and so on. Complaints, like any other service industry, if handled properly, lead to long-term satisfaction among merchants as well as "word of mouth" promotion.   


Nodal Officer Details    
Frenzopay has appointed a Nodal officer as per guidelines by the regulations for handling escalated customer complaints the details of the nodal officer are as below:-

Name of the nodal Officer-Mr Uttam Kumar

Email- ID-Nodalofficer@frenzopay.com

Contact No- +91 93102 23655    

  1. Grievance Redressal Policy

    1. Purpose

The purpose of this policy is to establish a Grievances Redressal Policy which aims at minimizing instances of customer complaints and grievances through proper service delivery, review and prompt and effective redressal mechanism. The framework includes the rules for controlling Complaints and grievances of Digidios Payments Services Private Limited (Hereafter referred to as Frenzopay).

    1. Scope

This policy applies to:

  1. All Frenzopay employees (permanent and contractual) and non-employees (contractors, consultants, suppliers, vendors, etc.).

  2. Relevant third-party personnel in charge of managing and administering Frenzopay’s infrastructure.

    1. Policy Statements

Grievance redressal is a delicate process in the payment aggregation business because merchants differ in terms of product offerings, language proficiency, and so on. Complaints, like any other service industry, if handled properly, lead to long-term satisfaction among merchants as well as "word of mouth" promotion.

Merchants raise concerns such as

  • Transaction issues

  • Refund related

  • Product / Services not delivered

A three-tiered complaint resolution mechanism is established, with clearly defined roles and responsibilities for various departments handling complaints on the backend, including onboarding, operations, sales, business, product, technical, and compliance teams. Merchant complaints are assigned to the primary (Level 1) level and can be escalated to the two subsequent levels if the merchant is dissatisfied with the previous level's resolution.

Merchant can access customer support through the following channels

-Customer Care

-Email

-Website Chat

-Social Media

Below gives a detailed representation of the support levels, TAT followed at each level, the flow of grievance requests along with the detailed description.

Support Level: Level 1: New ticket resolution

TAT Followed: 2 business days

Detailed Description: 

  1. As a first response acknowledgement within 24 hours of raising the complaint.

  2. Access to customer support through the pre-defined channels

  3. The following details are captured by the customer support channel

  • Transaction date

  • Transaction amount

  • Transaction ID

  • Description of the issues

  1. Any complaint by default is assigned and notified to Level 1 and a ticket number is assigned automatically.

  2. On registering the complaints, an email/SMS is sent to the merchant along with the ticket number.

  3. If any additional information is required, the merchant is requested to share the detail over customer support email.

  4. If the merchant is satisfied with the response, the complaint is closed and a closer email/SMS is sent to the merchant.

  5. In case, the merchant is not satisfied with the resolution, Level 2 assistance can be sought.

Support Level: Level 2: Grievance regarding existing ticket/request

TAT Followed: 2 business days

Detailed Description:

  1. Merchants get the option to escalate an existing grievance request, if not satisfied with the resolution provided by the customer support team.

  2. If any additional information is required, the merchant is requested to share the detail over customer support email.

  3. If the merchant is satisfied with the response, the complaint is closed and a closer email/SMS is sent to the merchant.

  4. If the complaint is not resolved within the defined TAT or the merchant is not satisfied with the resolution provided by level 2, the complaint will be escalated to Level 3.

Support Level: Level 3: Grievance addressed by nodal officer

TAT Followed: 3 business days

Detailed Description:

  1. Merchant grievance is addressed by a nodal officer assigned by us whose contact details are provided on the company website.

1.4 Nodal Officer Details

Frenzopay has appointed a Nodal officer as per guidelines by the regulatory for handling escalated customer’s complaints the details of the nodal officer are as below:-
Name of the nodal Officer-Mr Uttam Kumar
Email- ID-Nodalofficer@frenzopay.com
Contact No- +91 93102 23655