Version 9.0
Date: July 31, 2025
1. Background
PhonePe Limited (“PhonePe”) (Formerly known as ‘PhonePe Private Limited’) is authorised by the Reserve Bank of India (“RBI”) to issue and operate prepaid payment instruments (“PPI”) in India in accordance with the provisions of the Payment and Settlement Systems Act, 2007 and directions and regulations framed thereunder, as amended from time to time. PhonePe is also authorised by RBI to operate as a Bharat Bill Payment Operating Unit (“BBPOU”) and PhonePe has been granted in-principle authorisation from RBI to operate as a Payment Aggregator.
Accordingly, PhonePe has standardised the grievance redressal procedure for all its customers and merchants through the grievance policy.
2. Scope
The policy addresses the following aspects:
i. The policy addresses product related issues which include Recharge, Bill Pay, PhonePe Wallet, PhonePe Gift Cards, UPI (Unified Payments Interface), Wealth, Travel, Transit & Food, Vouchers for the customers and Co-branded partnerships.
ii. The policy also addresses Merchant Redressal and Aadhaar eKYC-related issues raised.
3. Objective:
The objective of the policy is to give out the details of the grievances raised and the redressal mechanism for the different types of grievances.
The policy details out the escalation matrix for the customers and the merchants, respectively. This ensures the mapping of the right team to each of the customer complaints.
4. Target Audience
The policy caters to all the customers and merchants who use PhonePe’s products and services.
5. Service Levels for Customers:
Service levels for Recharge, Bill Pay, PhonePe Wallet, PhonePe Gift Cards, UPI (Unified Payment Interface), Wealth, Travel, Transit & Food, Vouchers and Co-branded partnerships.
Level 1 : We offer customer support service 24 hours a day, and 7 days a week.
i. Customers can raise their complaint with PhonePe Customer Support by selecting the respective transaction from the “History” section and clicking on “Contact PhonePe Support”. Customers can also click on the (?) icon on the homepage of the PhonePe App, select the topic with which they are facing concerns, and raise their complaint.
ii. Alternatively, customers can raise a complaint by calling our customer support center on 080-68727374 / 022-68727374.
iii. Additionally, customers can report any login-related concerns by clicking on this link https://support.phonepe.com/
Resolution of Complaints:
- We are committed to providing customers with a first response within 24 hours of receiving the complaint.
- We aim to resolve all the customer complaints/ queries within 3 business days. (For any Bharat Connect concerns, due to dependency on Bharat Connect ecosystem the resolution may take take time, hence we aim to resolve it within 30 business days from the day we receive the complaint)
- Complaints related to unauthorized transactions shall be handled as per section 5.1 on ‘Limitation of Customer Liability’ of this policy.
- Customers will be informed periodically on the status of the complaint until resolution has been achieved.
- In some cases, the resolution may be instant, however, it may take time for it to reflect in the system. For example, refund initiation can be instant, but it may take 3-10 days for the amount to reflect in the account. Such delays are attributable to banking and other operational issues.
NOTE: If any complaint requires additional time to be resolved because of external dependencies, or operational/technical reasons, customers will be updated on the delays and expected resolution times.
Level 2: Grievance Registration:
i. In case the issue remains unresolved or customers are dissatisfied with the resolution provided at the previous level, customers can choose to escalate their concern to the grievance desk by clicking here – https://grievance.phonepe.com/
Customers need to ensure that they raise their grievances after:
- 15 days for issues concerning payments through non-PhonePe QRs
- 10 days for issues concerning any other kind of transaction
Resolution of Level 2 Complaints:
- We are committed to providing a first response within 24 hours of receiving the Level 2 complaint.
- We aim to resolve all Level 2 complaints within 7 business days. (For any Bharat Connect concerns from customers, we aim to resolve it within 30 business days from the day we receive the complaint).
NOTE: If any complaint requires additional time to be resolved because of external dependencies, or operational/technical reasons, customers will be updated on the delays and expected resolution times.
Level 3- Nodal Officer Contacts:
In case the issue remains unresolved at the previous level, customers can choose to reach out to the Nodal & Principal Nodal Officers.
Nodal Officer: Ms Deepa Shetty
Principal Nodal Officer- Mr. Aniket Baheti
Contact No.:080-68727105
Webform: nodalofficerdesk.phonepe.com
Address: Office-2, Floor 4,5,6,7, Wing A, Block A, Salarpuria Softzone, Service Road, Green Glen Layout, Bellandur, Bengaluru, Karnataka-KA, Pin- 560103. Working hours: Mon-Fri 10 am to 7 pm.
Resolution of Level 3 Complaints:
- We are committed to providing a first response within 24 working hours of receiving the Level 3 complaint.
- We aim to resolve all Level 3 complaints within 7 business days (For any Bharat Connect concerns from customers, we aim to resolve it within 30 business days from the day we receive the complaint).
NOTE: If any complaint requires additional time to be resolved because of external dependencies, or operational/technical reasons, customers will be updated on the delays and expected resolution times.
Level 4 – RBI Ombudsman:
If complaints have not been satisfactorily resolved at previous levels within 30 days, customers can reach out to the RBI ombudsman.
Complaint lodging portal of the Ombudsman: https://cms.rbi.org.in/
Toll-Free P. No: 14448
Email ID: [email protected]
Address – Centralised Receipt and Processing Centre, Reserve Bank of India, 4th Floor, Sector 17, Chandigarh – 160017
For more details about the Reserve Bank – Integrated Ombudsman Scheme, 2021, please refer to the link for the copy of the scheme – RBI Integrated Ombudsman Scheme and the salient features of the scheme.
5.1 Limitation of Customer Liability
A customer’s liability arising out of an unauthorized payment transaction will be limited to:
| Sr.No. | Particulars | Maximum Liability of Customer |
|---|---|---|
| 1 | Contributory fraud/negligence/deficiency on the part of the PhonePe,(irrespective of whether or not the transaction is reported by the customer) | Zero |
| 2 | Third-party breach where the deficiency lies neither with PhonePe nor with the customer but lies elsewhere in the system, and the customer notifies PhonePe regarding the unauthorized payment transaction. The per transaction customer liability in such cases will depend on the number of days lapsed between the receipt of transaction communication by the customer from PhonePe and the reporting of unauthorized transactions by the customer to PhonePe – | |
| i. Within three days | Zero | |
| ii. Within four to seven days | Transaction value or ₹10,000/- per transaction, whichever is lower | |
| iii. Beyond seven days | PhonePe would decide on a case-to-case basis. | |
| 3 | In cases where the loss is due to negligence by a customer, such as where he/she has shared the payment credentials, the customer will bear the entire loss until he/she reports the unauthorized transaction to PhonePe. Any loss occurring after the reporting of the unauthorized transaction shall be borne by PhonePe. | |
| 4 | PhonePe may at their discretion, decide to waive off any customer liability in case of unauthorized electronic payment transactions even in cases of customer negligence. | |
Customer Responsibility on Limited Liability.
- Customers must take appropriate measures to safeguard their accounts by using strong Passwords and Pins, which need to be changed at regular intervals. Pins/ Passwords and OTP must not be shared with anyone via email/telephone including employees of PhonePe. PhonePe will never ask for such credentials.
- In case of changes in mobile number and email id, customers must promptly inform such changes, in writing, to PhonePe by reaching out to our Customer Support team.
- Customers must mandatorily register for SMS alerts and e-mail alerts (wherever applicable) for electronic payment transactions.
- Customers need to monitor transactions regularly, either from the SMS alerts or through the mobile app to identify any unauthorized transaction.
- It is the responsibility of the customer to promptly report any unauthorized transaction on the account to PhonePe, ensuring that there is no delay in reporting.
- As per the guidelines, PhonePe will provide a notional credit to the customer’s wallet if in case of investigation not being concluded to establish liability within 10 days of reporting. The notional credit will be reversed if the customer liability is established post 10 days and within the 90 days time frame. If the dispute is not resolved within 90 days, notional credit is reversed and converted to an actual credit to the customer wallet. Customers are informed through the app notification of the same.
5.2 Raise Bharat Connect dispute
Customer can raise a Bill pay dispute at Bharat Connect by clicking here. PhonePe may be approached by NBBL, wherever required for resolution of such complaints. We will not be required to send any notification to customer when such a complaint gets resolved.
5.3 Aadhaar eKYC Grievance Redressal
For Aadhaar eKYC and consent revocation related issues, a customer can reach out or raise a complaint through our customer support center on 080-68727374 / 022-68727374.
6. Service Levels For Merchants – Offline and Online
| Service levels | Offline Merchant Grievance Redressal | Online Merchant Grievance Redressal |
|---|---|---|
| Level 1 |
Complaints Registration: | |
|
Offline Merchants can register their complaint with PhonePe Merchant Support by clicking on the (?Help) icon on the home page of the PhonePe Business App. Within the Help section, the merchant can select the topic with which they are facing concerns, and click on “Chat with Us” to raise a complaint. Alternatively, the merchant can also register a complaint on https://business.phonepe.com/faq by clicking on the (?help) icon on the home page of the PhonePe Business Dashboard. Alternatively, merchants can raise a complaint by calling our merchant support center on 080-6872-7777/ 022-6872-7777. We offer support service 24 hours a day, and 7 days a week. |
Online merchants can raise their complaint with PhonePe Payment Gateway Support from the Help section on their PhonePe Business Dashboard. Within the Help section, the merchant can select the topic with which they are facing concerns, and click “Contact Us” to raise a complaint. Alternatively, online merchants can raise complaints by calling our online merchant support center on 080-6872-7778. If merchants are unable to login to their Phonepe Business Dashboard, they can raise a complaint through https://tickets.phonepe.com/en/support We offer support service 24 hours a day, and 7 days a week. | |
Resolution of Complaints: | ||
|
● We are committed to providing merchants with a first response within 24 hours of receiving the complaint. ● We aim to resolve all complaints/queries within 7 business days. NOTE: If any complaint requires additional time to be resolved because of external dependencies, or operational/technical reasons, merchants will be updated on the delays and expected resolution time. | ||
| Level 2 |
Grievance Registration: | |
|
In case the issue remains unresolved or the merchants are dissatisfied with the resolution provided at the previous level, merchants can choose to escalate their concern to the grievance desk by clicking here – https://grievance.phonepe.com/ Merchants need to ensure that the grievance is raised only after 10 days from the date of complaint registration at Level 1. | ||
Resolution of Level 2 Complaints: | ||
|
● We are committed to providing a first response within 24 hours of receiving the Level 2 complaint. ● We aim to resolve all Level 2 complaints within 7 business days. NOTE: If any complaint requires additional time to be resolved because of external dependencies, or operational/technical reasons, merchants will be updated on the delays and expected resolution times. | ||
| Level 3 |
Nodal Officer Contacts: | |
|
In case the issue remains unresolved in the previous level, merchants can choose to reach out to the Nodal & Principal Nodal Officers.
| ||
Resolution of Level 3 Complaints: | ||
|
● We are committed to providing a first response within 24 hours of receiving the Level 3 complaint. ● We aim to resolve all Level 3 complaints within 7 business days. NOTE: If any complaint requires additional time to be resolved because of external dependencies, or operational/technical reasons, merchants will be updated on the delays and expected resolution times. | ||
| Level 4 |
RBI Ombudsman | |
|
If complaints have not been satisfactorily resolved at previous levels within 30 days, merchants can reach out to the RBI ombudsman.
Complaint lodging portal of the Ombudsman:
https://cms.rbi.org.in/ For more details about the Reserve Bank – Integrated Ombudsman Scheme, 2021, please refer to the link for the copy of the scheme — RBI Integrated Ombudsman Scheme and the salient features of the scheme. | ||
6.2 Aadhaar eKYC Grievance Redressal
For Aadhaar eKYC and consent revocation related issues, a merchant can contact the inbound support team on 080-6872-7777/ 022-6872-7777. We offer support from 7 am to 11 pm on all 7 days. Onboarding related issues might take up to 30 calendar days for resolution and content revocation.
7. Dispute Handling Process
In a situation where the buyers are not satisfied with the purchase/order of a product/service at a PhonePe merchant using PhonePe QR or PhonePe Payment Gateway, they may raise a dispute.
Scenarios for which dispute may be raised by the buyer:
- Did not receive a product/service.
- Received the product/service later than the maximum estimated delivery date provided by the merchant.
- Received the product but it was defective, damaged, had missing parts, or did not match the description provided by the merchant.
- Product was returned as per the agreement with the merchant but the merchant did not provide the agreed-upon reimbursement after receiving the product.
- Refusal by the merchant to honour the refund policy displayed on the merchant website/ mobile application.
- Amount charged is greater than the amount authorized for the purchase.
Process to raise dispute:
- We recommend that buyers first reach out directly to the merchant to resolve the issue(s) with their purchase/order.
- In case there is no response or an unsatisfactory response from the merchant, buyers can reach out to their bank to raise a chargeback on that transaction OR through NPCI official website (only for UPI transactions).
Buyers need to keep the following points in mind while raising the chargeback with their bank,
- Chargeback must be raised only after 15 days from the date of payment OR the estimated date of delivery, whichever is sooner
- It can ONLY be raised anytime within 120 days of the payment
- Customers must provide a screenshot of the order confirmation
Once the dispute is successfully raised with buyer’s bank or through NPCI official website (for UPI transactions only), the same will be raised with PhonePe, and we will then assist in amicably resolving the dispute issue.We will validate the details with the merchant and accordingly provide a response to the bank/NPCI. The buyer’s bank/NPCI will inform the buyer of the final resolution, which may include either acceptance of the dispute, refusal of the dispute by the merchant.