Dispute Resolution Policy

This Dispute Resolution Policy outlines the procedures for resolving disputes related to payments processed through Tamilarasi Pay's payment gateway services.

Types of Disputes

We handle the following types of payment disputes:

• Failed Transactions: Payments that were deducted but not credited to the merchant.
• Double Charges: Multiple charges for the same transaction.
• Incorrect Amount: Charges that do not match the agreed-upon amount.
• Unauthorized Transactions: Payments made without your consent.
• Service Not Received: Payments made for services or products that were not delivered.
• Refund Issues: Refunds that were approved but not processed or delayed.

Dispute Resolution Process

Our dispute resolution process consists of the following steps:

1. Submission: Submit a dispute through our "Raise Dispute" form on our website or by contacting our customer support team.
2. Acknowledgment: We will acknowledge receipt of your dispute within 24 hours and provide you with a case reference number.
3. Investigation: Our team will investigate the dispute by reviewing transaction logs, payment gateway records, and communication with the relevant payment processor or merchant.
4. Resolution: Based on our investigation, we will provide a resolution within 5-7 business days for standard cases. Complex cases may take longer.
5. Implementation: If a refund or adjustment is warranted, we will process it according to our Refund Policy.

Required Information

To expedite the dispute resolution process, please provide the following information when submitting a dispute:

• Transaction ID or Reference Number
• Date and time of the transaction
• Amount involved
• Payment method used
• Detailed description of the issue
• Any supporting documentation (screenshots, receipts, communication with the merchant, etc.)

Timeframe for Submitting Disputes

Disputes should be submitted within 30 days of the transaction date. Disputes submitted after this period may still be investigated, but the resolution may be limited by the policies of the payment processors and merchants involved.

Escalation Process

If you are not satisfied with the resolution provided, you can escalate the dispute by:

1. Requesting a review by a senior member of our team
2. Providing additional information or evidence that may not have been considered initially
3. Contacting our dedicated escalation team at escalations@tamilarasi.com

Third-Party Mediation

In cases where a resolution cannot be reached through our internal process, we may suggest third-party mediation. This would involve an independent mediator reviewing the case and providing a recommendation.

Chargebacks

If you have made a payment using a credit or debit card, you have the right to initiate a chargeback through your card issuer as a last resort. However, we encourage you to first attempt to resolve the dispute directly with us or the merchant.

Contact Us

If you have any questions about our Dispute Resolution Policy, please contact us at:

Email: disputes@tamilarasi.com
Phone: [Your Phone Number]
Address: [Your Company Address]