Online Dispute Resolution and Grievance Policy

Online Dispute Resolution

We are here to support you with faster resolution for any online payment errors/ disputes on your Sodexo Card. Please fill up the form by clicking here.

*Please note, the Online Dispute Resolution facility is applicable only for transactions within the past 7 days. For older disputes, please reach out to Customer Support.

Grievance Policy

Our Clients, Consumers, and Merchants can reach us here

Mode Stakeholders Details Operating Hours
Phone Consumer 022-69196919 / 022-49196919 We are operational 24*7*365
E-mail Consumer
Courier Consumer, Merchant and Client Sodexo SVC India Pvt. Ltd.
503 & 504, 5th Floor, B Wing,
Hiranandani Fulcrum, Sahar Road
Andheri East, Mumbai 400 099

In case of any unresolved grievance pending 20 days reach out to Nodal Officer, Jerry Anthony, at

Recording & Tracking of Complaints

  • Certain queries/complaints where there are dependencies on external parties for a resolution, warrant a higher TAT towards resolution. [An indicative example: disputed POS transactions – reversal request raised to acquirer through network]
  • Any complaints through any channel other than received directly into the software must be manually entered in the software by the Customer Service Officer. All emails will be auto-acknowledged by the software where the reply will directly go to the email ID from which the compliant is received. In other cases, the acknowledgment can be sent to an email ID, if provided in the complaint, or printed and sent manually to the complainant.
  • All complaints will be registered in a central complaints management system of SSVC. Complaints will be assigned a unique reference number which will be communicated to the complainant. In case the resolution needs additional time, an interim response shall be sent to the complainant. All the complaints received in India must be lodged in customer management system and assigned to respective groups for resolution.  Please see below for the TAT (Turnaround time) chart for customer grievance resolution
  • All Sodexo Cardholders are advised to notify us of any unauthorized electronic payment transaction at the earliest. They shall note that the longer the time taken to notify us, the higher could be the risk of loss to the cardholder.

Please see below for the TAT (Turnaround time) chart for customer grievance resolution

Standard Turn around Time (TAT) for broad level of Queries / Complaints.
(Mentioned below is the range of TATs applicable for Complaints or Queries within a broad Classification which may not be an exhaustive list)

Query/Complaint/Classification Turn Around Time(in working days) Remarks
SWOS related/Digital Solutions 1 Queries/ Complaints pertaining to login and reloading
2 Processing/ Servicing issues faced for order processing, activation
7 Technical issue around activation
Transaction Related 7 POS not Present
1 -2 Drop in network, error while transacting, settlement not possible
25 Cases of chargeback when transaction is successful and
chargeback needs to be raised with scheme operator
Card account related 7 Updation/Change of credentials in user account
10 Technical issues in wallet/App
2 Login/Password reset issues
Deliverables 15-20 Queries/ Complaints pertaining to dispatch
Finance related 4-7 Queries/ Complaints from client regarding taxation, TDS certificate, GST
Network creation 15-25 Queries/ wish for creation of new network
Pricing 15 Overcharging, reduction in charges, card cancellation charges other etc.

Cardholder Liability

Cardholder Liability arising out of an unauthorised payment transaction will be limited to:

Serial No: Particulars Maximum Consumer Liability
1 Contributory fraud / negligence / deficiency on the part of the Sodexo, irrespective of whether or not the transaction is reported by the Cardholder Zero
2 Third party breach where the deficiency lies neither with Sodexo nor with the Cardholder but lies elsewhere in the system, and the Cardholder notifies Sodexo regarding the unauthorised 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 Cardholder from Sodexo and the reporting of unauthorised transaction by the Cardholder to Sodexo
a.Within three days# Zero
b.Beyond three days# Transaction value or ₹10,000/- per transaction, whichever is lower
3 In cases where the loss is due to negligence by the Cardholder, such as where he / she has shared the payment credentials, the Cardholder will bear the entire loss until he / she reports the unauthorised transaction to Sodexo. Any loss occurring after the reporting of the unauthorised transaction shall be borne by Sodexo.
4 Sodexo may also, at their discretion, decide to waive off any Cardholder liability in case of unauthorised electronic payment transactions even in cases of Cardholder negligence.