Version 2
28/03/2024

The policy has undergone changes pursuant to issuance of Payment Aggregator-Cross Border guidelines issued by Reserve bank of India (RBI/2023-24/80 CO.DPSS.POLC.No.S- 786/02-14-008/2023-24). Hence PA-CB shall be read as Payment Aggregator-Cross Border (PA-CB) for the purpose of this document.

Introduction: The primary goal of our grievance redressal policy at BRISKPE is to deliver timely and comprehensive resolutions to customer complaints, queries, and grievances. This policy is designed to encompass critical aspects, including the disposal of complaints, handling of grievances, management of chargebacks, and processing of refunds.

Disposal of Complaints:

1. Customer Complaint Management Process:
2. We have implemented a systematic process for tracking and promptly resolving customer complaints at BRISKPE.
3. Our objectives include ensuring adequate complaint responses, acceptable response times, complaint closure, and continuous analysis of trends for
4. Customer queries, when service-led deficiencies are identified, are categorized as complaints, and resolved according to the following table:

4. Complaints are monitored for resolution within a time-bound manner with regular updates provided to the
5. Targeted Turn Around Times (TATs) for responses are managed within 2 working days, and resolutions within 5 to 7 working days from the date of

Handling of Grievances:

1. Customers can write to us using online query form at briskpe.com to register their complaints.
2. A unique ticket number is assigned for each query or complaint, and customers an email
3. Customers can register or track their queries on support@briskpe.com
4. In our tiered approach for grievance resolution:

Level I: Service First – Executive Email: support@briskpe.com Resolution within 1 to 2 working days.

Level II: Nodal Officer

Name: Rohan Dani

Email: rohan.dani@briskpe.com | Phone: +91- Resolution within 5 to 7 working days.

Management of Chargebacks:

1. Chargebacks, the reversal for local payment methods/SWIFT transactions initiated by customers, are managed comprehensively at BRISKPE as per the Master Direction on Export of Goods and Services
2. Types of chargebacks and associated remedies are clearly defined.

3. For Account-to-Account payments, Chargeback request processing is subject to availability of funds in the collection A/C
4. For Card payments, BRISKPE Chargeback Management System shall oversees dispute stages and participant access (To be developed before product launch).
5. Roles and responsibilities are defined per collection rails providers/bank’s

guidelines for appropriate dispute resolution.

6. Dispute resolution process includes obtaining supporting documents, resolving disputes, and final resolution based on bank’s/payment rail’s

Processing of Refunds:

1. Refunds, originating from various scenarios, are efficiently handled at
2. Refunds initiated     by      merchants      processed      within                       payment     service provider/Bank’s timelines
3. Daily reconciliation is conducted with payment service providers and banks to identify failed transactions and report them