1. Objective
To provide a fair, transparent and time-bound mechanism for Merchants, Partners, Agents and End Users to raise complaints regarding services facilitated through SwifTrail, in line with RBI guidelines applicable to our Payment Partners, the IT Act 2000 and the Consumer Protection Act 2019.
2. How to raise a complaint
- Level 1 — Customer Support: support@swiftrail.ai · to be published · in-dashboard ticket · WhatsApp to be published. Hours: 24×7 for transaction issues · Mon–Sat 9:30 AM–6:30 PM IST for sales & onboarding. Acknowledgement within 24 hours; resolution target 3 working days (transaction issues may take up to 7 working days pending bank/NPCI reconciliation).
- Level 2 — Grievance Officer: If unresolved or unsatisfactory after Level 1: to be published, to be published, Global eServe Technologies LLP, Flat No. 201, 2nd Floor, Plot 577, Triveni Apartment, N M Joshi Marg, Byculla (West), Mumbai – 400027, Maharashtra, India, grievance@swiftrail.ai, to be published. Acknowledgement within 48 hours; resolution within 15 days.
- Level 3 — Nodal Officer: to be published, nodal@swiftrail.ai. Resolution within 30 days from the original complaint date.
- Level 4 — External: If the complaint pertains to a regulated Payment Partner and remains unresolved beyond 30 days, the complainant may approach the Reserve Bank of India's Integrated Ombudsman Scheme (cms.rbi.org.in) against the relevant regulated entity, or other competent authority.
3. Information to include
Name, contact, Merchant/agent ID, transaction ID/UTR, date, amount, payment method, description, supporting documents.
4. Escalation matrix & TAT summary
| Level | Contact | Ack | Resolution |
|---|---|---|---|
| L1 Support | support@swiftrail.ai | 24 h | 3–7 working days |
| L2 Grievance Officer | grievance@swiftrail.ai | 48 h | 15 days |
| L3 Nodal Officer | nodal@swiftrail.ai | 48 h | 30 days |
5. Records
All complaints are logged, tracked and reported to management; root-cause analysis is performed for recurring issues.
Definitions used across our policies
Common definitions used across policies:
- "Company", "we", "us", "our" — Global eServe Technologies LLP, a limited liability partnership incorporated under the Limited Liability Partnership Act, 2008 (LLPIN to be published), having its registered office at Flat No. 201, 2nd Floor, Plot 577, Triveni Apartment, N M Joshi Marg, Byculla (West), Mumbai – 400027, Maharashtra, India, operating the brand and platform SwifTrail.
- "Platform" — the websites swiftrail.ai and swiftrail.in, dashboards, portals, mobile applications, APIs and related services.
- "Merchant" / "Partner" / "Agent" — a business or individual who has entered into an agreement with the Company to use the Platform.
- "End User" — a customer of a Merchant who makes a payment through the Platform.
- "Payment Partners" — RBI-licensed Payment Aggregators, banks (including escrow, sponsor and card-issuing banks), NBFCs, IRDAI-registered insurers, authorised government-scheme channels, card networks, NPCI and other regulated entities through which payment and financial services are facilitated.
Global eServe Technologies LLP · Registered office: Flat No. 201, 2nd Floor, Plot 577, Triveni Apartment, N M Joshi Marg, Byculla (West), Mumbai – 400027, Maharashtra, India · legal@swiftrail.ai