Introduction
Rechargekit Fintech's board-approved policies for handling grievances of customers are classified as under:
All of the above policy matters bind all
participants i.e. Customer, Merchant and (Rechargekit
Fintech Pvt Ltd Disposal of Complaints At Rechargekit
Fintech Pvt Ltd(RKIT) we try to address customer concerns and grievances to the
fullest of our capacity. This process of resolving and closing customer issues
is termed as Disposal of Complaints. It involves taking of appropriate actions
to attend to customer complaints and to provide a resolution for the same,
assuring customer satisfaction. Our support team consists of dedicated
professionals who are imparted comprehensive training on handling customer’s
complaints empathetically. The Learning and Development process at RKIT
is constant. Customer Queries Resolution TAT Transaction status We provide all the details
like Order no., PA reference number, date of transaction, amount of
transaction, merchant URL and status of transaction. 24 hours (for queries
received between 10 am-7 pm; Monday to Sunday) Transaction
successful, but no response from merchant We provide all the
information to the customer, including the merchant details. Additionally, we
forward the same mail to the service providing merchant with the customer in
CC. Refund issues We provide all the
refund details to the customers, with bank reference number and ARN number
for them to further verify with their concerned bank. Customer claims of
refund not reflecting in his account We recheck fund
status and raise an issue with the concerned bank. The updates received are
then shared with the customer. Amount debited but
transaction not found We search for the
transaction with details such as:
), and shall contain detailed explanation of types of
disputes, process of dealing with them, compliance, responsibilities of all the
parties, documentation, reason codes and procedures for addressing the
grievance, turn-around-time for each stage, etc.
We accept customer complaints through various communication channels such
as phone call, e-mail, ticket, Online Dispute Resolution
system . Our team at
RKIT tracks, investigates and solves these complaints within the defined
Turn-Around-Times as specified below.
At RKIT, the customer complaints are categorized as various types of
queries that are periodically examined to check for persistent or repetitive
queries. In such cases an in-depth analysis of the query is conducted in order
to rectify the issues using corrective measures and to prevent future
complaints. The process of disposal of complaints involves the following key
steps:
Listing of common queries and resolutions with TATs:
The process for Dispute Resolution is
elaborated below:
Customers can raise dispute on shipped orders for the following reasons.
How we manage disputes at Rechargekit Fintech Once the customer
raises a dispute, Rechargekit Fintech Private Limited reaches out to the
merchant to resolve the dispute. Rechargekit Fintech Private Limited may
request for a set of supporting documents for cases that need further
investigation. These documents could include the Authorization Letter from the
customer, Cancellation Policy, etc. Merchants can respond by sharing the proof
of delivery to prove that services are provided.
Dispute Resolution
Rechargekit Fintech Private Limited team can either close the dispute in the
merchant's favor if all relevant document is provided to customers satisfaction
or recommend a chargeback to the customer. We have a dedicated Chargeback team
specialized in handling such chargebacks.
Multilevel Support
|
Level I |
Email: helpdesk@rechargkitmail.com |
|
Level II |
Email: info@rechargkitmail.com |
