Grievance Redressal Policy

Mswipe Technologies Private Limited (“Mswipe”) Vision is to create a state of art payment and financial ecosystem for small and medium businesses with innovative products and superior customer service.

Merchant/Customer experience is a key focus area of Mswipe. Mswipe has a holistic approach targeting consistent improvement in merchant experience and quality. Mswipe aims to ensure quick and effective handling of merchant grievance, as well as prompt corrective & preventive action (including correction of the process, wherever required) in order to avoid recurrence.

The Policy on “Mswipe- Customer Protection, Customer Liability, and Grievance Redressal Policy” stipulates the guiding principle, standard operating procedure, and framework for (i) customer protection; (ii) limiting customer liability in respect of unauthorised electronic payment transaction and (iii) for registering, processing and closing a customer grievance.

1. Definitions

The following terms are used in this policy with the meaning specified herein:

“Merchant”/ “Customer”, means all who may avail both POS & digital payment facilities from Mswipe, as per the existing policies of Mswipe

“Grievance” shall mean complaint, resentment, dispute, disagreement etc. arising out of the practices, procedures and codes, followed by Mswipe in its merchant dealings

“Working Days” shall mean any day on which our office generally is open in Mumbai (including 1st & 3rd Saturday), excluding Sunday’s.

2. Introduction

We aim to provide quick and effective handling of merchant’s/customer’s grievance, as well as prompt corrective & preventive action (including correction of the process, wherever required) in order to avoid recurrence.

This policy document aims at minimizing instances of merchant complaints and grievances through proper service delivery & review mechanism and also to ensure prompt redressal of merchant complaints and grievances.

3. Modes of Compliant Registration:

The Customer Grievance Redressal Policy formulated by Mswipe Technologies Pvt. Ltd. aims at ensuring easy accessibility of the compliant facility by customers, and effective and timely redressal of customer complaints/grievances.

  • a. Touch points to report customer grievances: Merchants will be informed about the channels available for referring/seeking redressal of grievances.

  • b. Recording and tracking of merchant grievances: Any grievance received by Mswipe - either verbally, by email or in writing, must be recorded and tracked for end-to-end resolution through CRM.

    Acknowledgement is provided for every grievance logged in the form ticket number.

    With this Mswipe shall not only ensure that all the issues are recorded and resolved, but shall also ensure effective monitoring /escalation mechanism to the senior functionary responsible in case of the grievance not being resolved within defined timelines.

  • c. Turnaround time: The time frame for responding to a complaint is

      i. Depending on the nature of the grievance, specific timelines have been set for different categories. Grievances shall be resolved in a proper and time bound manner with detailed communication to the merchant.
      ii. The merchant shall be kept informed in case of any delay by Mswipe.

    Issue Type Turn-around Time
    Auto reversal for card payments T + 5 Days
    Auto reversal for UPI payments T + 1 Day
    Chargebacks T + 120 Days
    All other issues T + 7 Days

  • d. Mode of response: Mswipe shall ensure that the mode of response is as per the mode of merchant intimation received e.g., cases received through e-mail shall be responded though e-mail.

  • e. Escalation of grievances: Mswipe has a four-tier escalation mechanism for customer grievances, as given below:

      i. Level 1: Mswipe merchant app / Helpdesk / Email.
      ii.Level 2: Grievance Redressal Officer (GRO).
      iii.Level 3: Principal Nodal Officer (PNO).
      iv. Level 4: Ombudsmen for Digital Transactions.

  • 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 (including the time for escalation and examination of the complaint by the highest ranking internal official responsible for grievance redressal). The 30-day period will be reckoned after all the necessary information sought from the merchant 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 for a resolution.

    Grievance Redressal Officer contact details are as below:

    Ms. Wasifa Shaikh
    Marathon Futurex, 26th Floor, A Wing, Mafatlal Mills Compound
    N.M. Joshi Marg, Lower Parel, Mumbai – 400 013
    Email id:
    Grievance Redressal Officer shall endeavour to respond to each complaint within one month from the date of receipt of the complaint.

    Level 3 - If a merchant is not satisfied with the resolution provided by the GRO, merchant can further escalate the issues to the Principal Nodal Officer (PNO) mentioning the Ticket Number for a resolution.

    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:

    Level 4 - In the highly unlikely event of our Principal Nodal Officer not meeting your expectations, within a period of 30 (thirty) days, the Merchant may further appeal to:

    Ombudsmen for Digital Transactions contact details are as below:

    The Officer-in-Charge,
    Ombudsmen for Digital Transactions, Mumbai (I)
    C/o Reserve Bank of India 4th Floor, RBI Byculla Office Building
    Opp. Mumbai Central Railway Station, Byculla, Mumbai-400 008

    f. Employee training and awareness: 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

4. Review & Oversight of monitoring customer grievances
    i. Place in public domain its merchant grievance redressal policy, including the grievance redressal procedure available for the merchant.
    ii. Ensure to have a robust and responsive grievance redressal procedure and clearly indicate the grievance resolution authority who shall be approached by the merchant.
    iii. Make grievance redressal mechanism easily accessible to merchant.
    iv. Advise the merchant about how to make a complaint, to whom such a complaint is to be made, when to expect a reply and what to do if the merchant is not satisfied with the outcome.
    v. Display name, address and email ids of the Grievance Redressal officer / Principal Nodal Officer. The time limit for resolution of complaints will be clearly displayed / accessible at all public domains.
    vi. Inform the complainant of the option to escalate his complaint to the Ombudsmen for Digital Transactions if the complaint is not redressed within the pre-set time.
    vii. Place in public domain information about Ombudsmen for Digital Transactions.