Grievance Redressal Policy

Paysharp Private Limited, a company incorporated under the Companies Act 2013, having its registered office at 1st floor, #83, 2nd street, Sowmiya Nagar, Perumbakkam, Chennai - 600100 Tamil Nadu. Paysharp (hereinafter referred as “Paysharp”) is a payment aggregator / payment gateway that helps merchants collect payments from their end-customers.

Paysharp values all it's all end-customers and merchants. For the convenience of our merchants and customers Paysharp has set up an unified grievance redressal mechanism and implemented this grievance policy. This grievance policy helps Paysharp to review all complaints and provide prompt redressal of all grievances.

A merchant or customer can lodge the complaint via email. If a complaint received by any of the above channels is not resolved within the prescribed time frame or merchant / customer is not satisfied with the resolution provided, then they can escalate to the next level or contact the Nodal officer appointed by Paysharp.

For the purpose of this Grievance Policy, (i) an end-customer is known as who is making payment to merchants for product or service (ii) a merchant is onboarded by Paysharp on platform to use Paysharp’s payment solution to collect payments from end-customers

Customer Complaint

To lodge a customer complaint, following information is required from the end-customer

  1. Transaction date
  2. Transaction amount
  3. Transaction mode
  4. Remitter account details
  5. Unique transaction ID (UTR)
  6. Transaction ID provided by merchant
  7. Order ID provided by merchant
  8. Complaint details
  9. Screenshot
  10. Previous communication history (if applicable)
  11. Customer Contact No.

Merchant Complaint

To lodge a merchant complaint, following information is required from the merchant

  1. Merchant Login ID
  2. Complaint details
  3. Screenshot
  4. Unique transaction ID (UTR)
  5. Details relevant to the complaint

Level 1 Support

The Customer or merchant can send email to support@paysharp.in with the specific issue related to their grievance. The customer / merchant should provide all the necessary details related to grievance. Paysharp team will respond within 3 to 5 working days. Paysharp may ask for additional details regarding the complaint to the customer/merchant, to provide better service the customer / merchant should respond to the same email thread. If the customer or merchant is not satisfied with the final resolution they can escalate to the next level.
Email: support@paysharp.in

Level 2 Support

If customer or merchant not happy with level 1 support can escalate the grievance to the Level 2 support, To lodge the complaint, they should forward/attach the previous communications to the complaints@paysharp.in Paysharp usually responds within 5 to 7 working days for the Level 2 complaint. If the customer / merchant is not satisfied with the solution provided, the customer can go for the next level of escalations.
Email: complaints@paysharp.in

Level 3 Support / Nodal Officer

In case, grievance of customer / merchant not resolved, they shall escalate such grievance to the Nodal Officer

Nodal Officer:

Mr. Prakash Ravindran
Paysharp Private Limited
1st floor, #83, 2nd street, Sowmiya Nagar,
Perumbakkam
Chennai - 600100.
Email: nodalofficer@paysharp.in