Grievance Redressal

  • Introduction
  • Objective
  • Scope
  • Principles Governing the Grievance Policy
  • Grievance Registration Process
  • Escalations Matrix
  • Procedure of Escalation
  • Dispute Resolution Mechanism
  • Different types of resolution for 'Open and Hold' cases
  • Timeline for Refund Processing
  • Refund Process for Failed transactions


Customer service is extremely important for sustained business growth and as an organization, Xsilica Software Solutions Private Limited (“Company” or “Xsilica” or “PayG”) strives to ensure that the customers of the Company receive exemplary service at all points of time. Customer complaints constitute an important voice of customer, and this policy for Customer Grievance Redressal, Dispute Management Framework and Timelines for Processing Refunds (“Policy”) details complaint handling through a structured grievance redressal framework.


PayG values all its end-customers and merchants and is committed to ensuring that our service lives up to their expectations. PayG has set up an unified grievance redressal mechanism and implemented this grievance policy. This policy details a mechanism for receiving and redressing Customer grievances courteously, promptly and satisfactorily.

We believe that there are many benefits to having a clear and straightforward complaint handling process, which aims to:-

  • Ensure that we provide the level of service deserved by our customers.
  • Allow us to learn from our mistakes.
  • Preserve our reputation in the marketplace and maintain leadership.


This policy is applicable to all products and services offered by PayG operations and should be read in conjunction with the related operational guidelines issued from time to time.

Further, Xsilica Software Solutions does not warrant or make any representations concerning the accuracy, likely results, or reliability of the use of the materials on its website or otherwise relating to such materials or on any sites linked to this site.

Principles Governing the Grievance Policy

PayG’s policy on grievance redressal is governed by the following principles:

  • Customer shall be treated fairly at all times;
  • Complaints raised by customers shall be attended with courtesy and in time.
  • Customers are provided with effective and satisfactory resolution within an acceptable time period
  • Customers are fully informed of avenues to escalate their complaints / grievances within the organisation and their rights to alternative remedy, if they are not fully satisfied with the response to their complaints.

Grievance Registration Process

Modes of Grievance Registration:-

Our customers can register their grievances with us through various touch points:

Escalations Matrix

In case of any problem, please follow the below escalation matrix:-

Level Designation/Officers Contact Details Turn Around Time
Level I Customer Care Write to us at
Call us on +91 7337327109
24 to 48 hours
Level II Customer Care(CC) Head/Grievance Officer Write to us at 7 Working Days
Level III Nodal Officer Write to us at 30 Working Days

Estimated timelines at various levels of queries/escalations:

  • 1. First response to a customer’s query/concern – within 48 working hours
  • 2. Follow-up queries - 3 working days (Post 1st Response to customer)
  • 3. Escalated cases - 7 working days (Post follow up queries TAT)
  • 4. Customer grievances raised to Nodal officer - 30 working days

Customers are encouraged to provide complete details of their grievance, along with relevant documents (if any), in their complaint.

Procedure of Escalation

Level I Escalation – Registering of Grievance/Complaint

Upon receipt of Customer Complaint, a unique Complaint ID is generated and same is provided to the customer for his reference. Stipulated resolution time within 24 hours unless the Complaint involves issue related to any third party (e.g. bank) in which case stipulated time will be within 48 hours.

Level II Escalation - Customer Care Head/Grievance Officer

In case the Customer is not satisfied with the response at Level I, customer may escalate the complaint to the Level II, further in case the complaint could not be duly redressed within stipulated time at the Level II the same shall be automatically escalated to Level III respectively.

With this multi-layered and robust grievance redressal mechanism, PayG not only focuses on redressal but also ensures that the gaps in process are identified and are rectified at grass root level.

Responsibilities of Customer Care Head/Grievance Officer:-

  • Review the grievances received and resolve in co-ordination with departmental heads.
  • Liaise with respective functions for speedy closure of complaint.
  • Regularly review and suggest revisions (if needed) in the grievance handling procedures for Pine Labs
  • CC Head would share findings and relevant gaps in the existing processes and work with process owners to put in place corrective actions.
  • To ensure that the Grievance Redressal Team is promptly handling all grievances received.

Level III Escalation – Nodal Officer

In the event that the customer does not receive a proper response, within the prescribed timelines of lodging the complaint, he/she may approach the Nodal Officer of the Company, at the following contact details:

ADDRESS: Unit No 4, 3rd Floor, Sy No 144, Kapil Kavuri Hub IT Block, Nanakramguda,
Serilingampally Mandal, Hyderabad 500032, Telangana

Nodal Officer is a representative of Customer/ Merchant and ensures appropriate resolution by interfacing with different functions within PayG. The Nodal Officer shall send his/her final response to the customer within 30 business days of lodging the complaint. Such a response may either contain the resolution or an intimation that the Company requires more time to examine the complaint, along with the reason for seeking such extension. The maximum time to resolve the complaint is 30 business days from the date of lodging the complaint.

Disposal of Complaints

We have determined the type of complaints and the same gets routed to respective internal stakeholders to respond quickly. Refer to the below methods of addressing the key complaints with the timeline for resolution.

Key Customer Complaints Resolutions Timeline for resolution
Transaction Status We provide transaction details with transaction id, Counterparty ref number, date and time stamp, amount, merchant URL, and exact status of the transaction 24 to 48 hours
Settlement Status We share settlement ref id (UTR) with the report, Date, and time stamp for all successful transactions 24 Hours (Working days)
Transaction level response issues Due to network and other reasons, if a transaction dropped in between, we perform a status check/call back and share the exact status with the merchant 24-48 Hours
Card/Account holders’ complaints – Amount debited but no response received from Merchant We provide exact transaction status with reference number to customer CC to merchant 24-48 Hours
Refund issues After processing the refund, we share confirmation mail with ARN. Merchant can pass the same to the customer for tracking purposes 28-168 Hours
Transaction completed but no response We perform a drill-down search using other UDF details to trace the transaction record 24-48 Hours (Working days)

Dispute Resolution Mechanism

How we manage disputes at PayG

Only the Customer or PayG can raise disputes. The merchant can view all disputes raised on their transactions in their Disputes Listing Page. They can also provide updates as well as submit required documents for the dispute via a 3-way messaging facility between PayG, the merchant and the customer.

1. Supporting Documents

PayG 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 attaching the required documents with a clarification message using our messaging facility. This can be uploaded from MMS portal.

2. Dispute Resolution

PayG team can either close the dispute in the merchant's favour or allow chargeback to the customer. The Dispute status can be: 'Open', 'Chargeback', 'Closed' and 'Open and Hold'. After the dispute status has been set to 'Open', or 'Open and Hold', PayG can update its status to 'Closed' or 'Chargeback'. If the open dispute is confirmed as chargeback, PayG will debit the dispute amount in the customer's favour and set the status as 'Chargeback'. Similarly, if the open dispute is closed in favour of the merchant, PayG will update the dispute status as 'Closed'.

3. Resolution of 'Open and Hold' Cases

PayG designates the status as 'Open and Hold' for disputed cases that need further investigation and sets the amount as well as the end date for resolution. The amount set aside for resolution at this stage cannot be greater than the disputed amount.

Different types of resolution for 'Open and Hold' cases:

  • When the time limit set for the 'Open and Hold' case is over and the dispute status has not changed, PayG will release the amount held against the dispute and close the dispute.
  • After further investigation, when PayG changes the status for the 'Open and Hold' case to 'Chargeback', the amount set aside for resolution (the balance amount payable) is treated as the chargeback amount and debited from the merchant's account in favour of the customer.
  • When PayG changes the status for the 'Open and Hold' case to 'Closed', the amount set aside for resolution is ruled in the merchant's favour i.e. credited to their account.

Timeline for Refund Processing

PayG has a very stringent mechanism to deal with refunds of failed transactions (transactions charged to customer but not returned to Payment Aggregator and, in turn, to merchant, hence no services are rendered).

PayG processes the refund to the original payment method and if the merchant and customer agree to process through a different channel that will not be applied for this process. We have intuitive ways to process refunds via APIs, dashboard, and ways to set auto-refund for the below scenarios.

Refund Process for Failed transactions

Due to network/API communication drop and delayed response from banks, there can be a status change of transactions, due to which amount may get debited from customer account but service/product may not be rendered to customers. Merchants can reverse such transactions or accept them. This is enabled at the PayG end based on merchant request. The normal merchant agreed refunds get processed via refund APIs and PayG dashboard. Merchants can initiate the refund and PayG will process the refund and adjust in the subsequent day's settlement.

We also have API level and recon level processes to address the forced success transactions from banks and the same is refunded or settled based on the nature of business.