| Address: | New Delhi, Delhi, 110021 |
| Website: | citruspay.com |
Merchant account[protected] escalation[protected]
We are a merchant that signed-up on citrus pay in may, 2018. Since august 2nd, our buyers have been paying via citrus pay gateway.
These funds have however not been credited to our bank account. Despite having over 15 correspondences with citruspay (See below) and despite providing them will all information, they have been holding our payments back.
We have escalated our issue to the escalation team ([protected]@payu.in) and to the nodal officer ([protected]@payu.in).
Merchant account[protected] escalation[protected]
_
S b thu, oct 4, 2018 at 12:26 pm
To: citrus alliance team, [protected]@payu.in, [protected]@payu.in
Dear manisha
Please could you update me if the sign-up process is now complete.
I have been writing to the citrus team since august 28th about concluding the sign-up process. My vendors are waiting for their payment of goods that we have sold using the citrus payment gateway.
Would appreciate a call back on 91-[protected].
Regards,
Sidharth
Citrus alliance team mon, oct 1, 2018 at 4:59 pm
To: "[protected]@gmail.com"
Hi sidharth,
Greetings!
We have raised your request with our internal team. Request you to allow us some time and we will get back to you soon.
We appreciate your patience in this matter.
Regards,
Manisha parmar
S b sat, sep 29, 2018 at 5:07 pm
To: citrus alliance team, [protected]@payu.in, [protected]@payu.in
Hi shobha
Please could you revert back urgently:
The website has been live for quite some time and customers have been accessing this website and have paid for goods using the citrus payment gateway. More than inr 11, 000 are in the citrus account now. And i need citrus release these funds so that i can pay my vendors. The delay is impacting my business and my relationship with my vendors.
I am not sure why your team is unable to access this website https://antarkrantishop.org when user/customers across india have been.
Please call me on [protected] for any clarifications.
Thanks,
Sidharth bansal
On tue, 25 sep 2018 at 6:26 pm, s b wrote:
Dear team citrus
Please try this link:
https://antarkrantishop.org
The website has been running and customers have paid using citrus pay.
Please do call me if you have any questions.
Thanks
Sidharth
[protected]
On tue, sep 25, 2018 at 5:18 pm citrus alliance team wrote:
Hi sidharth,
Greetings!
We would like to inform you that we checked the details but the website is not live. Find the screenshot for your reference. Kindly share website link.
We look forward to your reply.
Regards,
Shobha
Support team
— original message —
From: s b [[protected]@gmail.com]
Sent: 21/9/2018 10:58 pm
To: alliances. [protected]@payu.in
Subject: re: re merchant account[protected] escalation[protected]
Hi shaina
The website is live and policies and product updated.
Thanks,
Sidharth
On wed, sep 19, 2018 at 3:43 pm citrus alliance team
Alliances. [protected]@payu.in wrote:
dear sidharth,
greetings!
this is to inform you that your documentation process has been
successfully completed. Further, for website approval, kindly make your
website live with all the policies, product and contact details.
kindly confirm the same once done.
we would appreciate a prompt reply.
thanks & regards,
shaina
— original message —
*from:* s b [[protected]@gmail.com]
*sent:* 15/9/2018 6:16 pm
*to:* alliances. [protected]@payu.in
*subject:* re: re merchant account[protected] escalation[protected]
thank you for the update
on sat, 15 sep 2018 at 5:53 pm, citrus alliance team
alliances. [protected]@payu.in wrote:
hi sidharth,
greetings!
kindly note that we have forwarded the documents to our internal team for
the verification process. Therefore, we request you to allow us 2 business
days to get the updated status from the concerned team and will get back to
you accordingly.
we appreciate your patience in this matter.
regards,
shobha
support team
— original message —
from: s b [[protected]@gmail.com]
sent: 14/9/2018 4:31 pm
to: alliances. [protected]@payu.in; [protected]@payu.in
subject: re: re merchant account[protected] escalation[protected]
manisha
i have send you the information via google drive but just incase below are
the links.
regards,
sidharth
https://drive.google.com/file/d/1ErQ2oWK9D6FI0KkDNcGI2JuFJUwt_0rO/view?usp=shari...⇄
https://drive.google.com/file/d/1isSAh4NsTljgFgWAaaBNvcPWERRe_GFk/view?usp=shari...⇄
on fri, sep 14, 2018 at 11:55 am citrus alliance team
alliances. [protected]@payu.in wrote:
hi sidharth,
greetings!
request you to share the agreement in a single file, or share it
through google link if the file is heavy. Also, keep your website live
with
all the products, contact details and policies.
we appreciate your understanding with regard to this matter.
regards,
manisha parmar
support team
— original message —
*from:* s b [[protected]@gmail.com]
*sent:* 8/9/2018 5:03 pm
*to:* [protected]@payu.in
*subject:* re merchant account[protected] escalation
dear citrus managment
i have been trying to reach your team regarding activation of my account
so that i can get payments which have been held up. Unfortunately, there
has been no response. I believe citrus is being integrated into payu and
this might be impacting the quality of services provided.
please kindly look into the matter and please let me know what i need to
do to complete the activation.
many thanks,
sidharth bansal
[protected]
— forwarded message —
from: s b
date: wed, sep 5, 2018 at 11:35 pm
subject: re account[protected]rd reminder
to:,
dear citrus team
despite several follow ups i have not seen any response. If you are
unwilling or unable to help your merchants and be this unresponsive,
then i
would like to terminate this account.
regards,
sidharth
— forwarded message —
from: s b
date: mon, sep 3, 2018 at 5:29 pm
subject: re account[protected]nd reminder
to:
dear citrus team
its now been a week and we are still awaiting your confirmation that no
further documents are needed. We signed up with cirtus pay (Payment
gateway
offered on wix)* end of may* and we got an email from citrus pay
confirming that our account had been opened successfully. At that point
we
were not informed about any missing documents.
our payments have been held up by citrus pay and we are containing our
marketing until existing payments are released. This is impacting our
business adversely.
our company has been a client with cc avenues for past two years. The
service that cc avenue has been providing is great - they have a
dedicated
helpline where clients/merchants can call on issues.
however, because we are migrating our e-commerce platform to wix, we
have
had to sign up for citrus pay (Wix does not offer cc avenue payment
gateway).
we hope that we will get good service with citrus pay. Unfortunately, it
seems that citrus pay does not have a dedicated helpline which makes
resolution of issues more cumbersome.
we look forward to a quick resolution and to migrating our other
businesses to wix / citrus pay.
regards,
sidharth
director bellegamo ecom pvt ltd
— forwarded message —
from: s b
date: tue, aug 28, 2018 at 2:58 pm
subject: re: hurray! Your citruspay (Now payu) account is live -
03233305
to:
hi manisha
thank you for your email. We were not aware that all *35 pages* need to
be stamped and signed. We have now complied with the requirements.
also attached is the stamped and signed coi.
regards,
sidharth
[protected]
on thu, aug 16, 2018 at 3:19 pm citrus alliance team
alliances. [protected]@payu.in wrote:
hi sidharth,
greetings!
kindly share the complete agreement with sign and stamp on all the
pages,
as the uploaded one is not completed. Also, the coi you have uploaded
is
not stamped, share the agreement and coi via email once completed.
moreover, keep your website live with all the policies and contact
details etc. For the website approval.
we will be able to settle funds only after documents and website is
verified and approved by citruspay.
we look forward to your reply.
regards,
manisha parmar
support team
— original message —
*from:* s b [[protected]@gmail.com]
*sent:* 13/8/2018 2:14 pm
*to:* alliances. [protected]@payu.in
*subject:* re: hurray! Your citruspay (Now payu) account is live
dear citrus
please advise when the money in my account be credited to my bank.
thanks,
sidharth
on wed, may 23, 2018 at 8:10 pm the citruspay (Now payu) team
[protected]@citruspay.com wrote:
[inline image url :
http://power.citruspay.com/resources/wallet/merchant_mailer_bg.png]
dear sidharth bansal,
congratulations! Your citruspay (Now payu) live account has been
created. You are just a step away from best in the world payments
experience.
quick next steps:
a) integration
you can start accepting payments from your customers by completing the
integration using your live payment keys.
- click here
http://app1.ftrans01.com/linktrack/lt.pl?id=11604=ex1UUgdXAwcCTAIHAQVUBQgEAU4=QF...⇄
and
login as merchant using the following user id and password:
- user id: your registered email id
- password: citruspay password created during sign up
- retrieve your live keys by following the steps on this link.
http://app1.ftrans01.com/linktrack/lt.pl?id=11604=ex1UUgdXAwcCTAIHAQVUBQgEAU4=QF...⇄
- please use those live keys to connect your account at wix, in the
payment tab of your application.
b) kyc & risk verification
while you can start accepting payments immediately, please remember to
upload kyc documents and complete website compliance within 14 days of
registering. Note that all transaction funds will be settled to your
bank account only after all documents & website (Including
agreement-refer
attachment) is verified & approved fully.
to know what kyc documents to upload, please refer this link
http://app1.ftrans01.com/linktrack/lt.pl?id=11604=ex1UUgdXAwcCTAIHAQVUBQgEAU4=QF...⇄
.
website compliance includes the following that need to be completed:
- home page
- about us page
- product and service page
- terms and condition
- privacy policy
- refund policy
- cancel and return policy
- ship and delivery policy
- shopping flow
- login and register tab
- contact us page
for any queries related to your citruspay account write to us on
alliances. [protected]@payu.in
yours sincerely,
payu team
*disclaimer:*
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