HARIPAY PRIVATE LIMITED

This Policy establishes a transparent, accessible and documented framework for receiving, registering, investigating, resolving and escalating customer grievances relating to HARIPAY's gift cards, gift vouchers and virtual gift products.

• Purchase and payment issues
• Gift card/voucher delivery
• Activation
• Redemption
• Expiry
• Refunds and cancellations
• Chargebacks/disputes
• Unauthorised transactions
• Fraud complaints
• Account/access issues
• Merchant/brand issues
• Partner/issuer/payment issues
• Privacy and service complaints

• Accessibility
• Fair and consistent treatment
• Timely acknowledgement
• Evidence-based resolution
• Clear communication
• Confidentiality
• Non-retaliation
• Escalation where necessary
• Continuous improvement

HARIPAY shall publish appropriate customer-support and grievance channels on its applicable website, app, order confirmation or product communication.

• Email/support channel
• Website/app support
• Written communication where applicable
• Partner escalation channel

Each material grievance shall receive a unique reference number and be recorded with sufficient information to investigate and respond.

• Customer name/contact
• Date/time
• Issue category
• Order/transaction reference
• Product/card/voucher reference where appropriate
• Description
• Supporting evidence
• Assigned owner

• Payment
• Gift-card delivery
• Activation
• Redemption
• Refund
• Chargeback
• Unauthorised transaction
• Fraud
• Technical issue
• Merchant/brand
• Privacy/data
• Partner service
• Other

Customers shall receive an acknowledgement through the available communication channel, including a reference number and, where appropriate, an indication of the next step.

• Review transaction/order records
• Verify customer/account information
• Check payment status
• Check activation/redemption status
• Review refund/chargeback history
• Review relevant communications
• Coordinate with issuer/bank/payment/merchant partner
• Record findings

Resolutions shall be based on applicable product terms, transaction evidence, partner rules, applicable law and the facts of the complaint.

• Explanation of outcome
• Refund/reversal where approved
• Correction of service issue
• Account/voucher protection
• Partner escalation
• Decline with reason where appropriate

Grievances shall be escalated when they involve material financial impact, suspected fraud, repeated failure, regulatory concerns, data-security incidents, vulnerable customers, legal notices or unresolved partner dependencies.

Unauthorised transaction complaints shall be handled under the Unauthorised Transaction Policy and Fraud Prevention & Transaction Monitoring Policy, with appropriate evidence preservation and partner escalation.

Refund and chargeback grievances shall be coordinated under the Refund, Cancellation & Chargeback Policy. Customers shall receive appropriate status information without misleading commitments.

Where resolution depends on a PPI issuer, bank, payment gateway, merchant or other partner, HARIPAY shall coordinate internally and communicate with the customer through an appropriate channel rather than unnecessarily transferring the customer between parties.

• Clear and understandable language
• Accurate information
• Relevant evidence
• No unsupported promises
• Reasoned decision
• Appropriate escalation route

Grievance information shall be accessed only by authorised personnel and handled under HARIPAY's Data Protection, Privacy & Retention Policy.

Where a complaint indicates heightened customer vulnerability or risk, staff shall use appropriate care, clear communication and escalation without discrimination.

A grievance may be reopened where new evidence is provided, the customer identifies a material unresolved issue, or an internal review identifies an error.

Material or recurring complaints shall be analysed to identify root causes and opportunities for improvement.

• Product defect
• Payment process
• Partner failure
• Communication gap
• Fraud pattern
• Training gap
• Technology issue

• Complaint volume
• Complaint categories
• Resolution status
• Ageing
• Escalations
• Refund/chargeback complaints
• Fraud-related complaints
• Partner-related complaints
• Recurring root causes
• Corrective actions

Management shall periodically review grievance performance, including response quality, ageing, unresolved cases and recurring customer-impacting issues.

• Grievance reference
• Customer communications
• Evidence
• Investigation notes
• Resolution
• Escalation
• Partner correspondence
• Corrective action
• Closure date

Customer-facing and grievance-handling staff shall receive periodic training on complaint registration, communication, fraud escalation, privacy, refund processes and partner coordination.

Legal notices, regulatory communications, law-enforcement requests and other formal notices shall be routed promptly to the designated Compliance/Legal/Management function.

Exceptions to this Policy shall be documented, approved and time-bound. No exception may override applicable law or mandatory customer-protection requirements.

This Policy shall be reviewed at least annually and after material changes in products, partner arrangements, customer journeys, legal requirements or complaint trends.