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GRIEVANCE REDRESSAL

At Juspay, we value customer satisfaction and strive to provide the best possible service. However, we understand that sometimes issues may arise, and we are here to help resolve them promptly and effectively.

Users have complete authority to file a complaint/share feedback on Juspay LMP Services rendered by Juspay. You can submit Your grievances/ feedback in writing or by way of an email to the following:

  • Name: Ankan Sengupta
  • Designation: Nodal Grievance Redressal Officer
  • Address: 1st Floor, Stallion Business Center, 444, 18th Main Rd, 6th Block, Koramangala, Bengaluru, Karnataka 560095
  • Phone Number: 8447012554
  • Email Id: grievance.credit@juspay.in
Note: We strongly recommend to mention the loan/order ID along with customer phone number in the email for faster resolution

Once you've submitted your grievance, our team will review it and work towards finding a resolution. We aim to address all complaints in a timely manner and keep you informed throughout the process.

CUSTOMER GRIEVANCE CHANNEL :

A customer can email on the official grievance email id of Juspay (credit.operations@juspay.in) for the following reasons:

  1. Withdrawal of consent- Asking Juspay not to share their data
  2. Deletion of data
  3. Correction of data

For grievance raised, a ticket (containing ticket number) will be created and the same will be communicated to the Customer. The Customer can use the ticket number for the purpose of:

  1. Tracking the status of the grievance on mail.
  2. Grievance will be registered by Juspay subject to availability of appropriate details which may include Full Name, Pan Number, Registered mobile number. The email should be sent from the registered email address, attaching copies of supporting documents (wherever applicable).
  3. In case the information is not appropriately shared by the Customer, Juspay will contact the customer to provide the adequate information in order to assess the issue.
  4. Grievances can be escalated to the next/higher level as per the escalation matrix provided under the section “Escalation Matrix”.
  5. In case the customer does not respond on mail to Juspay on the resolution provided by Juspay, then escalation wouldn’t happen and the ticket can be marked as closed after 5 business days.
  6. If the grievance is not related to the deficiency at Juspay’s end, Juspay shall suitably inform and guide the Customer to the appropriate party in the hypercredit ecosystem.
Customer ActionDetailed stepWay forward
Customer mails credit.operations@juspay.in picking subject line from the above mentioned requests Customer will have to provide the following details:
  1. Full Name
  2. Pan Number
  3. Registered mobile number
  4. Loan id/ Order id
  5. Email should be sent from the registered email address
  6. Supporting documents for validation of data
Credit Grievance team would pick this up
Receipt of mailCustomer receives acknowledgement of their mailGrievance team will send an acknowledgement of mail to customer when they start working on their ticket, highlighting the ticket number and the issue type in subject.

Mail body can contain:

  1. Ticket number
  2. Issue type
  3. Customer details
Follow up mailCustomer is asked to share additional or correct details by JuspayWhen Juspay validates the data, there can be a requirement to ask additional details from the customer if the same hasn’t been provided by mail. Also, if the customer has shared wrong details or docs then they would be asked to reshare the information.
Ticket closure mailCustomer will receive a communication from Juspay that their request has been catered to/ request has been rejected.Grievance team will send a reply to the customer after validation of their request along with the data, supporting docs provided

ESCALATION MATRIX:

LevelChannelTimeline
L1 Mail to credit.operations@juspay.in with customer detailsL1 escalation: Response within 5 business days
L2 Mail to credit.operations@juspay.in with customer detailsL2 escalation: Response within 5 business days
L3 Mail to GRO grievance.credit@juspay.in with customer detailsL3 escalation (GRO): Response within 5 business days
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