Newbazaar Technologies Private Limited ('ShopSe' or 'We' or 'the Company') offers a range of payment services, including Payment Aggregator (PA) services and ancillary financial technology offerings.
Objective
To ensure customer satisfaction through effective complaint resolution, ShopSe has framed this Customer Grievance Redressal Policy in line with the Reserve Bank of India (RBI) PA Guidelines dated March 17, 2020. This policy, approved by the Board of Directors, outlines procedures to handle customer grievances efficiently.
Guiding Principles
Customer-first focus across all service strategies
Prompt, fair, and courteous grievance redressal
DMAIC (Define, Measure, Act, Improve & Control) framework for timely complaint handling
No charges for lodging complaints
Accessibility
The policy is publicly accessible on https://www.getshopse.com.
Definitions
Bank or Financial Institution: Contracted entities offering banking, cards, or prepaid services.
Customer/Merchant: Interchangeably used for any stakeholder in ShopSe's transaction lifecycle.
Grievance Redressal Mechanism
Registration Channels
Email: care@getshopse.com
Phone: 080 6980 9292
WhatsApp: 9560946771
Mail:
Rajat Saxena
Newbazaar Technologies Pvt Ltd
208, B Wing, BOOMERANG Building, Yadav Nagar, Chandivali, Powai, Mumbai - 400072
Acknowledgement & Resolution
Acknowledgment within T+2 working days
Delays involving external parties will be communicated to the customer
Records maintained in centralized systems
Escalation Matrix
Level | Contact | TAT |
|---|---|---|
1 | 48 working hours | |
2 | 4 working days | |
3 | 7 working days |
Nodal Officer Contact:
Name: Rajat Saxena
Phone: 080 6980 9292
Email: nodal-officer@getshopse.com
If unresolved, customers may approach the Ombudsman for Digital Transactions via https://cms.rbi.org.in/.
Team Training
Continuous training and documentation are in place to ensure first-time resolution and effective partner coordination.
Review & Updates
Policy will be reviewed annually or as required and approved by the Board.
Lending Partner Grievance Links
Kotak Mahindra Bank
ICICI Bank
HDFC Bank
Axis Bank
Additional
RBI Sachet Portal: https://sachet.rbi.org.in/