Customer Grievance Redressal Policy

Introduction

Cashfree Payments India Private Limited, a company incorporated under the Companies Act 2013, having its registered office at No. 612/1, 4th floor, Lotus Building 80 feet road, Koramangala 4th Block Bangalore -560034 Karnataka. Cashfree (herein after referred as “Cashfree”) is a payment gateway that helps businesses collect and disburse payments.

Cashfree values all its Customers, and endeavours to provide a sincere and transparent approach with all our Customers. For the convenience of our Customers and to offer optimum support, Cashfree has set up a grievance redressal mechanism and implemented this Grievance Policy. This Grievance Policy outlines a structured mechanism for grievance redressal and the various channels available. This policy aims at minimizing Customer grievances and grievances through proper channelized approach, review mechanism and prompt redressal of all Customer grievances.

A Customer can lodge his/her grievance – through website & email. If a grievance received by any of the above channel are not resolved within the prescribed time frame or he/she is not satisfied with the resolution offered, he/she can approach Nodal officer appointed by Cashfree.

For the purpose of this Grievance Policy, (i) an end-customer who will be purchasing of goods /services from the merchants by making payment via different payment instrument is defined as a (“Customer”); (ii) a merchant (“Merchant”) shall be a user of Cashfree Services for accepting various payment instruments from the Customers for completion of their payment obligation.

Grievance Redressal

Cashfree has formulated an escalation matrix to assure that the Customer grievances are routed and addressed in a proper and reasonable manner. The Customer is requested to read and understand the below escalation matrix to ensure a timely redressal of their grievances.

Level 1 –

The Customer can visit Cashfree Support Page- Support and refer to specific query/issue related to their grievance. The Customer can fill up forms available for specific issue to report their grievance. Cashfree shall respond to the grievance filed by the Customer within 4-5 working days.
If the Customer is not satisfied with the response provided, the Customer can go for next level of escalations.

Level 2 –

In case the Customer wishes to further escalate the grievance, the Customer can get the grievances registered by e-mailing: support@cashfree.com

Cashfree shall attempt to respond within 4-5 working days from the date of the on which grievance was filed. The Customer may request for update on grievance in case if any grievance requires more than the specified time period and the Customer shall be kept updated on the status of the grievance.

If the Customer is not satisfied with the response provided, the Customer can go for next level of escalations.

Level 3 –

In case the Customer still has any grievance, the Customer shall escalate such grievance to the Nodal Officer.

Grievance cum Nodal Officer:

Mr. Naveen Borawar

CASHFREE PAYMENTS INDIA PRIVATE LIMITEDADDRESS: 612/1, 4th Floor, 80 Feet Rd,
Koramangala 4th Block, Koramangala,
Bengaluru, Karnataka 560034
Phone No.0803069334
E-MAIL: customerescalations@cashfree.com

Dispute Resolution

Complaint regarding Customer Order:

Case 1

In case the Customer does not receive the services/products even after the stipulated time period or if the products received are different, defective or damaged, then the Customer should visit the Merchant website and refer to the terms & conditions, shipping policy, refund/exchange/return/cancellation policy and contact the Merchant to resolve the issue.

The Customer can initiate communication directly with the Merchant to resolve issues pertaining to a specific order through Merchant’s Website under the contact us (email or call support) option. The Customer can share the details of the transaction such as date of transaction, amount of transaction, Order ID shared by the Merchant, description of the problem with the Merchant.

Case 2

In case the Customer do not get a satisfactory response or Merchant does not respond to Customer’s emails & phone calls within 10 working days from the date of transaction made by the Customer, then the Customer can contact Cashfree to mediate and amicably resolve the issue. The Customer may provide Cashfree with the following details:

  • 1. Date of transaction
  • 2. Amount of transaction
  • 3. Transaction ID
  • 4. Order ID
  • 5. Description of the problem
  • 6. Details of email communication with the Merchant( Screenshot of the communication)

Once a complaint is raised, the Cashfree Investigation Team would respond to the issue as per the timeline specified in escalation matrix under Customer Grievance Policy.

In the event, the Customer is not satisfied with Merchant’s response then the Customer can raise a chargeback with the its issuing bank as a second option. These chargebacks will be raised with Cashfree by the Customer’s issuing bank and Cashfree shall assist to amicably resolve the issue.

In the event, the Customer is not satisfied with Merchant’s response then the Customer can raise a chargeback with the its issuing bank as a second option. These chargebacks will be raised with Cashfree by the Customer’s issuing bank and Cashfree shall assist to amicably resolve the issue.

Case 3

Cancellation/Refunds/Returns:

In cases of queries related to the cancellation of Orders/Refunds/Returns the Customer should directly contact the Merchant and follow instructions as specified in the return/refund/cancellation policy on the Merchant Website. Please note that since Cashfree is a payment gateway, Cashfree only facilitate online payments for Merchants. Cashfree do not handle shipping or order dispatch.

In cases of failed transaction, order not generated at the time of transaction on Merchant’s Website or refund is initiated, then the Customer should get the credit in its bank account within 5-7 business days. In case the Customer has not received the amount, the Customer may contact the Merchant for further details, as the refunds are initiated from Merchant's end.

In case the Merchant declines to process the refund to the Customer for cases where services/products were not delivered by the Merchant, the Customer may contact Cashfree for resolution on the same.

Case 4

Reporting potential fraud or unauthorized transactions or fraudulent Merchant:

The Customer can immediately write to the Nodal Officer with respect to the transaction that was not authorized by the Customer or reporting about the fraudulent Merchant with a subject line “Reporting Fraud”. The Customer also has an option to raise a chargeback for such unauthorized transaction.

Note: The abovementioned cases are more specifically available over Cashfree Support Page - Support .


Chargeback is the return of funds to a customer, initiated by the issuing bank of the payment mode used by a consumer. Chargeback is a dispute against a particular transaction raised by the cardholder (end-user), and reported to their card issuing bank. A chargeback is a provision by banks and card networks such as Visa & MasterCard to protect Customers from unauthorized or fraudulent payments. Once the cardholder files a complaint, the bank reports the same to Cashfree and initiates an investigative procedure.