[Resolved] PayUMoney — payment sent using your gateway to a merchant but of no response from them | |||
On 19/05/2020, i made a payment of rs.2998.83 through your gateway under your id:[protected] against my online smartphone order with "smartphone bazaar. Online". I have not got any correspondence from the said merchant either on my placed order or on receipt of my above Payment. I also sent my mail to their mentioned customer support mail id: [protected]@smartphonebazaar. Online ([protected]@smartphonebazaar. Online) but i got no Reply from them. I contacted their given mobile number: [protected] more Than ten times but none attended. I also sent five sms to the above mobile but of no avail.in the absence of any type of confirmation, i filed a criminal Complaint with the cyber crime cell, greater chennai police yesterday on that self-styled merchant yesterday evening. The cyber cell informed me to Add your firm's name also as a party in my complaint as my payment was routed through your gateway. But, your firm being an international payment gateway, i wanted to inform you about these developments before adding you as a party in my complaint. You are requested to attend this on priority basis and contact that self-styled merchant using the details available with your records (Collected while registering that merchant with your gateway) And ensure that the refund of my above referred paid amount is completed before the end of the day as i am instructed to be present at the cyber cell today-21/05/2020 by 6pm to provide my altered complaint by including your firm's name as party. Hope to hear early from you at the earliest today. Thanking you., Sincerely yours Gopal v. S b.com, fca Chartered accountant Email: [protected]@yahoo.com Cell: [protected] Was this information helpful? | |||
Aug 13, 2021 Complaint marked as Resolved PayUMoney customer support has been notified about the posted complaint. Verified Support May 22, 2020 PayUMoney Customer Care's response Hi Gopal, We regret the inconvenience caused. PayU is a payment aggregator who helps merchants and customers to do online transactions. It is a merchant who delivers the services and gives refund/replacement as per their policy in case of any issues. Since the said transactions are successfully processed, hence any refund/resolution will be provided by the merchant only. We have raised the concern to our team to check with the merchant and get this resolved on priority. Please allow some time for an update. We seek your patience and understanding. Regards, Team PayU | |||
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online shopping website merchant- www.smartphonebazaar.online, can in no way be accepted. This is because,
customers like me does not trust any online shipping website straightaway even if it belongs to the Ambani group or Tata Group but rely only on the payment gateway the said website uses, which are authorised in India by RBI based on certain guidelines, rules and regulations. As per the RBI guidelines/rules/regulations, every payment gateway can enroll a merchant to grant them access to their payment gateway only after obtaining the complete KYC of that merchant and also about the list of articles/items/things they offer through their online shopping site. In my case, the said merchant of that shopping site has failed to respond in any manner I tried to contact after my payment was routed through your gateway. Hence, in this regard, you can't wash-off your hands by simply saying that you are bridging the merchant and their customer but should own the responsibility of catching the said merchant who has gone underground by contacting the bank to which you have passed on
my paid amount as per the written commitment made between you and that merchant. SO, IT IS YOUR PRIME
DUTY TO ENSURE THAT YOUR GATEWAY IS 100% SECURE AND ACCEPT ONLY GENUINE MERCHANTS WHO
CAN BE REACHABLE BY YOU AT ANY POINT OF TIME. AS A QUALIFIED CHARTERED ACCOUNTANT WITH 40+ YEARS OF EXPERIENCE, I AM THOROUGH AS TO WHAT IS THE DUTY OF EVERY PAYMENT GATEWAY AND
THE RIGHTS THEY HAVE TO QUESTION ANY MERCHANT ON THEIR ROLL WHEN THINGS GO HAYWIRE. SO,
THERE IS NO QUESTION OF WAITING PATIENTLY TILL THE SKY FALL ON EARTH AND YOU ARE HEREBY REQUESTED TO ACT AS IN THE WAY IT IS TO BE AND ENSURE THAT MY PAID MONEY THROUGH YOUR GATEWAY IS QUICKLY RECOVERED FROM THAT SELF-STYLED BOGUS MERCHANT AND PASS ON THE COLLECTED AMOUNT TO THE BANK ACCOUNT IN THE SAME MODE BY WHICH IT WAS PAID ON THE DAY OF THE TRANSACTION. YOUR IMMEDIATE PROPER ACTION IN RECOVERING THE PAID AMOUNT FROM THE SCAMMER AND REFUNDED TO MY BANK ACCOUNT WITHOUT ANY FURTHER DELAY.
Thanking you;
sincerely yours
V.S.GOPAL, BCOM, FCA
CHARTERED ACCOUNTANT
23/05/2020
Apologies for the inconvenience.
As checked, your payment id 322275115 has been refunded by the merchant on 23/05/2020 via ARN 1989819128. You will receive the amount in your source account within 5-7 working days (except Saturday, Sunday and bank holidays).
Regards,
Team PayU