Grievance Redressal Procedure
Building trust with our merchants is essential to our success, which is why we at Lemonpay adhere to a set of core principles that shape every aspect of our operations. As such, we take pride in our straightforward, simple approach to grievance redressal and are dedicated to providing a transparent, user-friendly grievance resolution process.
Goals
I. Give our customers access to a structured grievance redressal process; and
II. Offer a fair, transparent, and timely grievance resolution process.
II. Offer a fair, transparent, and timely grievance resolution process.
This policy will be implemented for all customers who use our Payout and UPI services.
Approaches of Complaint
Clients may register their concerns and seek remedies via any of the following channels.
I. Web portal: https://lemonpay.tech
II. Customer Support Email: grievance@lemonpay.tech
II. Customer Support Email: grievance@lemonpay.tech
Escalation Matrix Grievance Registration
To file a grievance, a customer must supply the following details:
I. The customer’s full name and contact information;
II. A description of the grievance that includes any pertinent transaction details;
III. Any supporting papers or evidence.
II. A description of the grievance that includes any pertinent transaction details;
III. Any supporting papers or evidence.
Grievance Acknowledgment
After a customer registers a complaint, Lemonpay will email or SMS them an acknowledgment within one working day. This acknowledgment will include a unique reference number that they can use to track their grievance.
Turnaround Time (TAT): All grievances must be resolved within five business days of the date of receipt, with a thirty-day maximum.
The escalation matrix for non-redressal of grievances is as follows
I. Escalation Level 1 Chief Grievance Redressal Officer Name: Parvathi Natraj, parvathi@lemonpay.com
II. Escalation Level 2 Chief Grievance Redressal Officer: Padma Srinivas, padma@lemonpay.com
III. Escalation Level 3 Chief Grievance Redressal Officer: Skanda Shankar, sr@lemonpay.com
II. Escalation Level 2 Chief Grievance Redressal Officer: Padma Srinivas, padma@lemonpay.com
III. Escalation Level 3 Chief Grievance Redressal Officer: Skanda Shankar, sr@lemonpay.com
An appeal against the relevant entity may be made to the Ombudsman by any merchant whose issue has not been addressed by the entity within thirty days of the grievance being submitted.