[Resolved]  Paytm — paytm going back on their word after confirming cashback in writing. proof of commitment attached.

Address:

Mumbai City, Maharashtra, 400050

Request your kind intervention in the matter of

"paytm going back on their word after confirming cashback in writing."
(Image of proof of commitment attached)

Since i have all commitments from paytm in writing (Pic attached), i believe paytm is wrong in denying me the cashback when they have clearly stated "as a goodwill gesture, we would be adding a cashback of inr 8000 to your paytm wallet, in line with the on-going promocode: samsung8 on the product."

Hence, have had no choice but to approach the consumer complaints forum to rectify the wrong that is being done here.

Brief summary of the sequence of events;

1. Had made a purchase of the samsung note 8 wherein the promocode for the cashback of rs. 8000/- was not getting activated. The dealer bhavesh from cell city spoke to ashish from paytm and was instructed the make the purchase without the promo code and that ashish from paytm would initiate the cashback coupon from his office at paytm. (Confirmation of promo code activation from ashish is shown in image attached)

Here is the transcript for your ready reference - (Regarding your concern about cashback for order [protected] of samsung galaxy note 8 sm-n950f (Maple gold), i would like to inform you that as per our system, no promocode was applied while placing this order. Cashbacks, deals and promotions offered by paytm can only be availed by application of a promo code at the time of placing an order.

However, as a goodwill gesture, we would be adding a cashback of inr 8000 to your paytm wallet, in line with the on-going promocode: samsung8 on the product.
The cashback will be processed to your paytm wallet within 10 working days.)

This confirmation was received on feb 9 at 6.53pm.

2. Thereafter on 09 feb, 09:01 pm, i got another message from paytm confirming the cashback. Here is the proof of the same - 'as per your concern we would like to inform you that cashback of inr 8000 will be credited after 10 days from the date of delivery of your phone."
(Proof of this commitment is in the pic attached)

3. When i wrote to them saying that the cashback was not credited, i even got a message on 22 feb, 01:25 pm saying that as an exception they would credit the cashback to my bank account as soon as i sent them the bank account details. (Proof in the image attached)

4. Have been following up since then and now they have gone back on their word stating that i am not eligible for cashback since the promocode was not applied. Here is the mail i received from them -

Dear zahira,

I would like to inform you that cashback, deals and discounts offered by paytm are applicable only by application of the valid promo code at the time of placing an order. As per our system your order [protected] & product samsung galaxy note 8 sm-n950f (Maple gold) is not eligible for cashback as no valid promo code was applied at the time of placing the order.

Therefore, we would not be able to process your request further.

This is proof that paytm has gone back on their word.

Thankfully all communication was in writing and not verbal.

Request your kind intervention in taking up this matter with paytm and getting paytm to credit my cashback as committed.

Looking forward to the matter getting resolved at the earliest.

Yours sincerely,

Zahira.

Following is the transcripts of the mail sent to [protected]@paytm.com (Sadly, no response received).

Subject: query ref no.[protected]Cashback not received as committed. Proof attached)

Please refer to query ref no. 51568149 where you'll have acknowledged and initiated the cashback of rs. 8, 000/- to my account which didn't not reflect as i had exceeded the cash limit. Therefore, the cashback was on hold. I was also requested to give my bank details, which i did but the cash back is still not credited to my paytm account nor my bank account.

Attached are the snapshots from my cell showing paytm's commitment to giving me my cashback.

Below is the transcript (With the date and timestamp) for your ready reference proving paytm's commitment to giving me my cashback.


09 feb, 04:57 pm
Me:
Cash back not received

—
09 feb, 06:53 pm
Paytm:
Dear zahira,

Regarding your concern about cashback for order [protected] of samsung galaxy note 8 sm-n950f (Maple gold), i would like to inform you that as per our system, no promocode was applied while placing this order. Cashbacks, deals and promotions offered by paytm can only be availed by application of a promo code at the time of placing an order.

However, as a goodwill gesture, we would be adding a cashback of inr 8000 to your paytm wallet, in line with the on-going promocode: samsung8 on the product.
The cashback will be processed to your paytm wallet within 10 working days.

Thank you for shopping with us!

Sincerely,
Ashish
Paytm mall care

—

09 feb, 09:01 pm
Paytm:
Hi zahira,

We are happy to assist you. This is regarding your order number [protected].

As per your concern we would like to inform you that cashback of inr 8000 will be credited after 10 days from the date of delivery of your phone.

Should you need any further assistance, please let us know.

Sincerely,
Paytm mall care

—

21 feb, 01:58 am
Me:
Cash back not received.

—

21 feb, 02:18 pm
Paytm:
Dear customer,

I understand that you have a concern regarding cashback for your order [protected]. I'm sorry for the delay for the credit of your cashback.

I have escalated this case to the concerned team and they would be crediting your cashback soon.

Thank you for shopping with us!

Sincerely,
Paytm mall care

—

22 feb, 01:25 pm
Paytm:
Dear customer,

I understand that you have not received your cashback of amount inr 8000 for your order [protected]. I would like to inform you that an attempt for the credit of the cashback was made to your wallet, but it failed, since your wallet limit has been exceeded for this month, as per the monthly transaction limits of inr 10, 000 put in place by the rbi.in such cases, the cashback is credited to the paytm wallet only in the 1st week of the following month

To get the cashback sooner in your account, and to avoid all such situations in the future, we request you to upgrade your monthly transaction limit to inr 1, 00, 000 by becoming a premium customer.

You can get your wallet upgraded by clicking on http://m.p-y.tm/kyc

As an exception for this order, i can help you in transferring the money to your bank account. To initiate this process, please share the below-mentioned details with us, by replying to this message. Please make sure that the account holder's name and the customer's name are the same:
1. Bank name:
2. A/c no.:
3. A/c holder's name:
4. Bank ifsc code:
5. Branch name:

Once we have received the above mentioned details from you, your cashback will be credited to your bank account within 7 working days.

Thank you for shopping with us!

Sincerely,
Paytm mall care

—

25 feb, 04:21 am
Paytm:
Hi,

This is with reference to your complaint registered with paytm on[protected]:28:09 for ticket no 53118149. We haven't heard back from you on this for some time and trust that it's been resolved by now. If not, let us know in the next 24 hours & we will be happy to sort it out for you.

Have a great day!

Thanks and regards,
Paytm care

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