Grievance Redressal

Grievance Redressal: Making It Right for You.

Introduction

All of our merchants are valued at BILLEXPRESS SOLUTIONS PRIVATE LIMITED (Hereafter called "Billexpress Solutions" or "We"). We assure a sincere and transparent approach with our merchants. Our Grievance Policy has been implemented for the convenience of our merchants and to offer them optimum support (“Grievance Policy ”). By establishing a proper channelized approach, reviewing the grievance process, and promptly resolving all grievances from merchants, we intend to minimize instances of merchant complaints and grievances.

We understand that merchant grievances could come in various circumstances like a gap in the promised and delivered service levels. This could also be due to the genuine technical or communicative errors in the system. It is the merchant's right to voice their disappointment with the services rendered by Billexpress Solutions. By using the link below, you can send complaints/feedback/suggestions to our Merchant Care Team : https://billexpresssolutions.com/contactUs. Our tiered redressal system allows merchants to seek redress if their issues are not resolved within the appropriate time frame. Billexpress Solutions also offers several legal avenues for grievance redress if their complaint is not resolved within the given time.

Billexpress Solutions's redressal channels have been streamlined to make them more effective and meaningful. By using this system, complaints will be redressed smoothly and within the agreed timeframe.

According to this Grievance Policy, (i) a merchant refers to any person using a Money Account with Billexpress Solutions, ; and (ii) a grievance refers to any service gap, technical or otherwise.

Grievance Policy Based On The Following Principles:

  • Billexpress Solutions develops all initiatives and strategies with the merchant in mind,
  • Business growth depends on prompt and efficient merchant service,
  • Implementing smarter and newer mechanisms to receive grievances from merchants,
  • Details of grievance redressal mechanisms should be made public (website),
  • A good faith and impartial attitude is required of every employee at Billexpress Solutions,
  • We will handle grievances promptly and courteously,
  • Billexpress Solutions guarantees to resolve merchant issues effectively and in a timely manner,
  • Every merchant should be treated equally and fairly,
  • Billexpress Solutions should inform merchants about the channels to escalate complaints, concerns, and grievances,
  • No charge will be made to the merchant for filing a complaint or for resolving the issue.

Sensitization Of The Team To Complaints

Ensure that merchant queries and grievances are handled appropriately by our teams through regular training. We encourage them to work in a manner that will help us resolve consumer issues within a reasonable amount of time, thereby building the trust and confidence of consumers. Both operations and merchant communications reflect this.

Grievance Redress Mechanism Update

We constantly analyze and implement merchant feedback at Billexpress Solutions, focusing on the merchant experience. To address any concerns identified within the system at the root level, a mechanism has been established for analysis and rectification. In this way, service levels are continuously improved.

Acknowledgement

An immediate system generated response and an individual email will be sent to those who submit complaints or queries through the aforementioned link.After receiving a complaint or query over the link, the Merchant care team will acknowledge it immediately and initiate an action to resolve it. Also, the Merchant will be informed of the action taken, the progress made while resolving grievances, as well as the reasons for the delay, if any. Merchants will be informed about follow up actions taken in relation to such complaints via email and text message or through the website's "FAQ" section.

Resolution

We will resolve all complaints within 3 working days. Any complaint that takes longer than the specified resolution time will be communicated to the merchant and periodically updated on the status of the complaint until it is resolved. A merchant will be notified by email and text message about the status of the complaint or can check on the website's "FAQ" section. Please note, however, that it may take longer to resolve a complaint if assistance from external parties is required. We would be able to access all of this information through the complaints reference number within our system.

An Overview Of Revisions

A review of this document will be conducted annually by the Compliance team. Employees, contractors, and concerned personnel will be informed of the same. The policy will also be reviewed if the RBI's Policy Guidelines change.