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 Pluxee 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
Merchant
Client
E-mail Consumer Consumer@india.sodexo.com  
Merchant Partner@india.sodexo.com
Client Client@india.sodexo.com
Courier Consumer Pluxee India Private Limited (Formerly known as Sodexo SVC India Private Limited). 503 & 504, 5th Floor, B Wing, Hiranandani Fulcrum, Sahar Road Andheri East, Mumbai 400 099  
Merchant
Client

In case of any unresolved grievance pending 20 days reach out to Nodal Officer, Jerry Anthony, at Head.Customerservice.IN@sodexo.com

 

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 Pluxee 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

Finance related
 

 

 
Network creation

15-25

Network creation
 

 

 
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 Pluxee, irrespective of whether or not the transaction is reported by the Cardholder Zero
2 Third party breach where the deficiency lies neither with Pluxee nor with the Cardholder but lies elsewhere in the system, and the Cardholder notifies Pluxee 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 Pluxee and the reporting of unauthorised transaction by the Cardholder to Pluxee  
a.Within three days# Zero
b.Beyond three days# Transaction value or ₹10,000/- per transaction, whichever is lower
3 Third party breach where the deficiency lies neither with Pluxee nor with the Cardholder but lies elsewhere in the system, and the Cardholder notifies Pluxee 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 Pluxee and the reporting of unauthorised transaction by the Cardholder to Pluxee  
4 Pluxee 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.