- Introduction & Objectives
- Definitions & Scope
- Customer: An end-user purchasing goods/services from a Merchant via different payment instruments offered by Freecharge.
- Merchant: Any business entity or individual onboarded by Freecharge to use its payment aggregator services.
- "Grievance" or "Complaint": Any expression of dissatisfaction made by a customer or Merchant to Freecharge related to the services provided, which requires a response or resolution. This includes, but is not limited to:
- Technical issues or failures in payment processing.
- Delays in settlement of funds (beyond the standard T+1/working day cycle).
- Issues related to fee deductions, transaction limits, or incorrect data in settlement reports.
- Issues related to Lifecycle management of the merchant.
- Deficiency in service or non-conformance to agreed service levels (TAT).
- Allegations of unacceptable behaviour by Freecharge employees or representatives.
- Suspected unauthorized electronic transactions or security breaches.
- Scope: This policy applies to all Freecharge onboarded merchants and their customers, covering all regulated products and services.
- Procedure For Raising a Complaint
- Merchant/Customer Helpline: 9773579100 (Monday to Saturday: 10 AM to 7 PM)
- Email:
- Merchant: merchantsupport@freecharge.com
- Customer: care@freecharge.com
- Freecharge’s internal resolution time – 10 Business days from the date when ticket is generated.
- Resolution time does not include time taken by the customer/merchant to provide required information/documentation.
- If any case/transaction is related to third party or outside entity, then the TAT will be dependent on the respective banks/network providers/regulator/etc. Resolution time will include this TAT along with Freecharge’s internal resolution time.
- Each customer/merchant complaint will be allotted a Unique Ticket Number (UTN) which will be used to identify the customer/merchant, retrieve all history pertaining to the complaint, and help in faster resolution of the grievance.
- Customers/Merchants are required to follow the processes and provide all the required documentation as guided by Freecharge so as to provide a resolution to the customer/merchant.
- In cases where Law Enforcement Agencies, Regulators, Governments, Card Networks, Courts, Banks, etc. are involved for the purpose of investigation or providing resolution, the customer/merchant needs to adhere to the processes and documentation requirements shared by the said participants and the resolution to the customer/merchant may depend upon these participants.
- Resolution time/Turn-around-time for redressing grievances/disputes has been mentioned under the section “Escalation Matrix”.
- Resolution Process
- We aim to resolve all your concerns and complaints in our Level 1 matrix within the timelines stated.
- In the event your concern remains unresolved or not resolved to your satisfaction, and you wish to escalate your concern to the next level, you need to ensure that you have already exhausted the previous level(s). You are also required to hold a valid ticket number before approaching each level.
- Please note that due to technical or operational reasons there may be delay in resolving your complaint. Further, if the issue/grievance is related to a third party, then the afore-stated timelines may change. The delay/increased timelines may be dependent on the respective third party including but not limited to the clearing house/banks /network providers/regulator. In these cases, we will inform you promptly of such delays and increased timelines.
- If merchant initiates a refund due to services not provided to a customer, you will receive instant approval. However, it may take 3-10 business days for the refunded amount to be reflected in the customer's account.
- In the event of a dispute between a merchant and Freecharge, it will be handled as per the agreed Terms and Conditions and the relevant clauses agreed by the parties in the merchant agreement.
- Dispute Management & Chargebacks
- Notification: Upon receiving a dispute from the bank, Freecharge notifies the Merchant to submit supporting evidence (e.g., Proof of Delivery).
- Resolution Outcomes:
- Acceptance: Merchant accepts the claim; funds are credited to the Customer and debited from the Merchant.
- Contestation: Merchant provides proof of service; Freecharge represents the case to the bank.
- Deemed Accepted: If the Merchant fails to respond within the stipulated timeline, the chargeback is automatically accepted.
- Refunds & Failed Transactions
- Refunds: Merchants can initiate refunds for services not provided. Once initiated, it typically takes 3–10 business days for the amount to reflect in the customer’s account.
- Turn Around Time for Failed Transaction: Failed transaction grievances are resolved in accordance with the RBI circular on “Harmonization of Turn Around Time (TAT) and customer compensation for failed transactions using authorized Payment Systems.”
- Fraud Alerts from Law Enforcement Agencies (LEA)
- Immediate Action: Freecharge shall take reasonable steps to stop the transaction at the Merchant’s end and recover funds (TAT for LEA complaints varies from immediate to 24 hours depending on the nature of complaint).
- Verification: Freecharge will request the Merchant to provide proof that goods/services were provided in good faith.
- LEA Nodal Officer: A dedicated team handles these requests to ensure full compliance with LEA instructions.
- The Reserve Bank - Integrated Ombudsman Scheme, 2021
- Policy Review & Update
Merchant Grievance Redressal Policy, also known as the Dispute Management Framework, outlines the mechanism for receiving and addressing customer & merchant grievances promptly and providing superior customer & merchant experience.
The company focuses on providing best-in-class experience to the customers & merchants and has implemented a suitable mechanism to handle any kind of queries, responses, complaints, or feedback leveraging on people, process, and system strengths.
This policy is applicable for all Freecharge onboarded merchants & their customers (both offline and online).
The primary objective of this policy is to ensure that all customer & merchant grievances are addressed in a fair, timely, and efficient manner in accordance with RBI guidelines.
The grievance redressal process is structured into three levels of escalation to ensure that all issues are given due attention and resolved effectively.
Level 1: Merchant/Customer Support
Resolution Time/Turn-Around Time (TAT)
Level 2: Grievance Officer
If your issue/grievance remains unresolved even after contacting Customer/Merchant Support (Level 1), you can escalate the matter to our Grievance Officer.| Contact Method | Contact Details | Expected Response Time |
|---|---|---|
| Email / Phone / Postal | Megha Khatri, Designated Grievance Officer Phone: 9773840200 Email: merchant.grievanceofficer@freecharge.com Postal: Freecharge Payment Technologies Private Limited, DLF Cyber Green, 10th Floor, Tower-C, DLF Cyber City, DLF Phase-3, Gurugram-Haryana-122002, India | Within 5 business days from the date of escalation (excluding time taken by the customer/merchant to provide required information/documentation) for resolution/response Working Hours: 9:30 AM to 6:30 PM (Monday–Friday; except bank holidays) |
Level 3: Nodal Officer
In the unlikely event that your grievance remains unresolved to your satisfaction despite escalating to our Grievance Officer (Level 2), you can reach out to our Nodal Officer.| Contact Method | Contact Details | Expected Response Time |
|---|---|---|
| Email / Phone / Postal | Imran Ansari, the designated Nodal officer Phone: 9773974200 Email: merchant.nodalofficer@freecharge.com Postal: Nodal Officer, Freecharge Payment Technologies Private Limited, DLF Cyber Green, 10th Floor, Tower-C, DLF Cyber City, DLF Phase-3, Gurugram-Haryana-122022, India | Within 5 business days from the date of escalation (excluding time taken by the customer/merchant to provide required information/documentation) for resolution/response Working Hours: 9:30 AM to 6:30 PM (Monday–Friday; except bank holidays) |
Note
| Description of the incident | Timeline for auto-reversal | Compensation payable |
|---|---|---|
| CNP (ecommerce) — debited but no confirmation | Auto-reversal within T + 5 days | ₹100/- per day beyond T + 5 days |
| UPI — debited but no confirmation | Auto-reversal within T + 5 days | ₹100/- per day beyond T + 5 days |
Note: 'T' is the day of the transaction. Payment mode–specific turnaround timelines shall be as prescribed under applicable regulatory frameworks, details of which are available through the external references cited in this Policy.
In the event Freecharge receives alerts from LEAs (e.g., NCRP portal, Income Tax, MHA) regarding unauthorized transactions:
In case you have not received a reply within 30 days of filing your complaint with us or if you are not satisfied with the reply, you may reach out to the RBI Ombudsman as per The Reserve Bank - Integrated Ombudsman Scheme, 2021.
| Action | Details | URL |
|---|---|---|
| Scheme Details | Specifies grounds on which a complaint can be filed. | Click here |
| Online Complaint Filing | Portal for registering complaints under the Scheme. | Click here |
| Grievance Resource | Sachet portal for investor education and protection. | Click here |
This policy will be reviewed by the Board as and when required or at least annually to incorporate regulatory updates/changes, if any. An updated Policy shall also be uploaded on Freecharge’s website.
