Grievance Redressal for
Payment Aggregator (PA) Customers

This section of the policy applies to all customers availing the services of Setu (a Pine Labs company) as a Payment Aggregator.

For PA Customers, Setu has a Customer Support Helpdesk that services via email to address its customers' grievances and the company has an Internal Ombudsman process as per RBI Guidelines.

1. Internal Mechanism to Handle Customer Complaints/Grievances

Level 1: Via Support Helpdesk

Customers can register their grievances with us through various touchpoints:

a. By writing an email to

b. By visiting the website

c. Customers can also contact Customer Care by sending letters through post/courier at:
2, 2nd Floor, Embassy Icon,
Rd, Vasanth Nagar,
Bengaluru, Karnataka 560001

A dedicated team reviews all such grievances received and provides a resolution to the customer on a priority basis. All such grievances are entered into our Complaint Management System for further resolution.

An acknowledgement is sent/communicated to the Customer acknowledging his/her complaint/grievance upon receipt of the complaint/grievance.

If the Customer is not satisfied with the resolution provided by the grievance cell, the customer can proceed to the next level of escalations.

Level 2: Customer Experience (CX) Head

If a customer needs to further escalate his/her complaint, he/she can write to the Customer Experience Head @

With this multi-layered and robust grievance redressal mechanism, Setu focuses on redressal and ensures that the gaps in the process are identified and rectified at the grassroots level.

Responsibilities of Customer Experience Head :

a. Review the grievances received and resolve them in coordination with departmental heads.

b. Liaise with respective functions for speedy closure of complaints.

c. Regularly review and suggest revisions (if needed) in the grievance handling procedures for Setu.

d.The CX Head would share findings and relevant gaps in the existing processes and work with process owners to implement corrective actions to ensure that the Grievance Redressal Team is promptly handling all grievances received.

Level 3: Nodal Officer

If the Customer is still not satisfied with the resolution provided by the CX Head, he/she can approach the Grievance Redressal Cell by writing to the Nodal Officer.

The Nodal Officer is a representative of the Customer/Merchant and ensures appropriate resolution by interacting with different functions within Setu.

Customers can contact the Nodal Officer by email or by sending letters to the below-mentioned address:

Nodal Officer Pine Labs:

  • Navodita Yadav,
  • Plot No. B2, 4th & 5th Floor, Building 6, Candor Tech Space, Sector 62, Noida – 201309.
Nodal Officer Setu:
  • Vinay Kesari,
  • Third floor, No. 2/1, Embassy Icon Annexe, Infantry Road, Bengaluru – 560001

Level 4: RBI Ombudsman

Any person may file a complaint free of cost with the Ombudsman for Digital Transactions having jurisdiction on any grounds alleging deficiency in service. The salient features of the Ombudsman scheme are available on the company website and can be requested from the Customer Experience Head/Nodal Officer at the above-mentioned address.

The complaints under the Scheme can be filed online on Complaints can also be filed through a dedicated Email ID and physical form, including postal and hand-delivered complaints, addressed and sent to the Centralized Receipt and Processing Centre - Reserve Bank of India, 4th Floor, Sector 17, Chandigarh – 160017.

2. Refunds

2.1. In the online business landscape, customers may occasionally request refunds for purchases made on merchant websites or apps. These situations, often stemming from dissatisfaction with products or services, are a normal part of digital commerce. Efficiently managing these refund requests is vital for maintaining customer trust and ensuring a smooth transaction experience.

2.2. Setu can initiate refunds through one of the following routes:

a. Dashboard

b. API

2.3. For all refund flows, Setu ensures that:

a. All refunds are made to the original method of payment unless agreed explicitly by the end customer to credit to an alternate mode.

3. Refund Flow

3.1. A typical refund request initiates a procedure that engages several financial intermediaries. This involves the following steps:

3.2. Refund timeline :

Setu will process refunds on its end as per the timelines outlined below:

UPI refunds reach the customer's issuing bank in 5-7 working days.

4. System Support & Tools for Grievance Management

4.1. Grievance management is supported by an integrated CRM system. The main functionalities of the system are:

Complaint Recording and Acknowledgment:

All touchpoints can log a complaint through the CRM system. The system generates a Complaint Reference Number which is communicated to the Customer.

Process for Resolution and Tracking of Complaint:

Once all touchpoints log the complaints in the system, the complaint status can be tracked by various stakeholders at any given point in time. The current CRM sends escalations to the next level in case the complaint is not resolved. MIS is also shared with all the relevant stakeholders keeping them informed about the total number of open complaints and their TAT. The complaint is then resolved by the respective process owners. The resolution by the respective process owners is also communicated to the Customer.

Turnaround Time for Complaints and Escalations

In case a Customer/Merchant approaches us through any of our contact channels for queries or complaints, we shall initiate a confirmation of the query logged either through phone/email/SMS immediately, and the same shall get resolved either as a First Call resolution (FCR) within 24 hours or it is assigned to the concerned department on priority based on the nature of the request/complaint. Further, at each level, the complaint will be resolved within 15 business days subject to any external factors not in the control of Setu.

The email will be answered and addressed to within 4 working hours, and resolution will be met by 7 to 10 working days depending on the nature abd priority of the query. The First response would be within 4 working hours since the queries is raised.

5. Control Reference

a. Guidelines on Regulation of Payment Aggregators and Payment Gateways issued vide RBI/DPSS/2019-20/174 DPSS.CO.PD.No.1810/02.14.008/2019-20, March 17, 2020, as updated from time to time.

b. Reserve Bank of India (RBI) circular DPSS.CO.PD.No.1102/02.14.08/2009-10 dated November 24, 2009.

c. RBI Circular DPSS.CO.PD No.629 / 02.01.014 / 2019-20 dated September 20, 2019.

d. The Reserve Bank - Integrated Ombudsman Scheme, 2021 dated November 12, 2021, as updated from time to time.

5. Revision history

5.1. This document will be reviewed annually by the Compliance team. The same will be communicated to staff/concerned personnel/contractors. This policy shall also be reviewed in case of any change in the Policy Guidelines as released by RBI.