SahiPay customers can reach out to SahiPay for any grievance on SahiPay services and timelines for grievance resolution through any of the various communication channels available to them.

SahiPay has a dedicated Help desk team for managing any customer queries and grievances, if any.

Customers can share their feedback or grievance, on any of the SahiPay services, towards any deficiency in service or any communication, they have had with SahiPay, on which they are not satisfied.

Following mentioned below are the channels through which customers can send in their Complaints Queries or Requests

Channel Contact Details Working Hours

Phone

SahiPay Help desk: 0124-4020060

08.00 AM to 8.00 PM

Monday to Saturday

09.00 AM to 6.00 PM

Sunday

(Excluding National Holiday)

Email

customercare@sahipay.com

08.00 AM to 08.00 PM

Monday to Saturday

09.00 AM to 6.00 PM

Sunday

(Excluding National Holiday)

Courier

Attn: Grievance Officer

09.00 AM to 06.00 PM

Manipal Business Solutions Pvt. Ltd.,

Monday to Saturday

#703-708, 7th floor, Tower-B,

Sunday

BPTP Park Centra, Sector-30

(Excluding National Holiday)

Gurgaon,

Haryana-122001

The above-mentioned channels are for redressal of SahiPay customer grievances or complaints, providing online support wherever possible, and for capturing customer feedback on SahiPay services.

SahiPay on receipt of any complaint, grievance or feedback, will reach out to the respective customer and the same will be resolved in the specified timeline as communicated below.

If any of the above complaint/grievance is not addressed to the satisfaction of the customer in the below specified timeline, then the customer can choose to escalate the same to Level 2 of the escalation level as given below, with the original complaint ticket no and the details there off, of the issue raised. The escalation process is as mentioned below in the Escalation section.

Note – escalations without an Original Complaint number will not be treated as an escalation

Customer Resolution Timelines:

No. Complaint Type Estimated Timelines (SLA)

1.

Any SahiPay Transaction related issue.

Within 10 working days of receipt of the grievance. (In case of involvement of any third parties in resolution, timelines followed by leading banks/partner would be applied and communicated to customers)

The resolution is given to customer in below mentioned steps:

1. Acknowledgement: Acknowledgement of consumer query or complaint will be sent to the customer. This will be delivered via email, based on availability of email id of the customer.

2. Resolution: Response will be sent to the consumer either in form of resolution, or for any further communication/detail required to resolve the consumer concern.

Escalation Matrix:

SahiPay ensures all customer grievances are addressed Through 3 level escalation:

Level Team Responsible Mode Escalation protocol

Level

SahiPay Helpdesk

SahiPay Help Desk:

SahiPay Help Desk team will acknowledge the complaint / grievance in the form of:

1

0124-4020060

• By sending emails

Email to:

• Answering the calls at the help desk

customercare@sahipay.com

 A reference number (Ticket No) would be provided to customer for all complaints for future communication regarding the particular case.

 The customer will also be kept informed on the progress towards the final resolution or communicate any delays in redressing the concern.

 All complaints would be closed only after receiving the customer’s feedback and acceptance of closure.

Level

SahiPay Helpdesk Manager

SahiPay Helpdesk Manager:

In case the customer is not satisfied with the

2

Email to:

• Resolution provided by Level 1 executives

ccteam.lead@sahipay.com

• Breach in the above-mentioned Service Level Agreements or timelines or Behavior of any representative or staff member at SahiPay, Level 2 team will address the issue

Level

Grievance Officer

Registered Post/Courier:Details
mentioned before

In case the customer is still not satisfied with the resolution provided or delay in response beyond the timelines communicated even after following the above-mentioned escalation steps, the customer can escalate the concern to the Grievance Officer

3

* Please note all the complaints sent to this level would be entertained only if the escalation communication contains the ticker / reference number which was shared at level 1

Email to:

grievance@sahipay.com


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