Customer Grievance And Redressal Policy

Revision History:

Ver. No.	Rev. Date	Prepared By	Reviewed By	Approved By	Modification Details	Modification on Page
1.0	19-Apr-2022	Prashant Rane	Ashmita Roy	Manoj Varma	Consolidation of customer support process steps
1.1	23-Nov-2022	Ashmita Roy	Prakash Menon	Manoj Varma	Added the Grievance flowchart updated and formatted the document.
2.0	14-Mar-2023	Ashmita Roy	Prakash Menon/Manoj Verma	Rajesh Desai	Aligned as per new TOC
2.0	14-Mar-2024	Ashmita Roy	Prakash Menon	Manoj Verma	Review and no changes
2.1	13-Mar-2025	Ashmita Roy	Prakash Menon	Manoj Verma	Modification in escalation matrix
2.2	11-Mar-2026	Ashmita Roy	Prakash Menon	Manoj Verma	Updated Support contact details and Policy Guidelines
2.3	20-Jul-2026	Ashmita Roy	Prakash Menon	Manoj Verma	Amendment of Escalation Turnaround Time

This Document is not to be copied or distributed without the express written consent of Lyra Network Pvt. Ltd. No part of this document may be used for purposes other than those intended by Lyra Network Pvt. Ltd.

Introduction

Customer Grievance and Redressal Policy outline the Business processes and Guidelines for reporting a grievance via specified methods. Lyra Network Pvt. Ltd. ensures a streamlined grievance mechanism in place for the customer/merchants.

Definition

A Customer/Merchant can register Grievances in accordance with the process and guidelines set out in this Customer Grievance and Redressal Policy. Lyra implement a grievance procedure policy to help address merchant/customer concerns in a constructive and fair manner. The Board has reviewed, approved and adopted this document as Customer Grievance and Redressal Policy of Lyra Network Pvt. Ltd.

Policy Statement

The purpose of Customer Grievance and Redressal Policy is to explain the scope and definition of grievances, outlining a formal way for the customer/merchant for reporting and closing a grievance, define the turnaround timeline for the reported grievances and describe the escalation matrix as per the Level of escalations as per the turnaround time along with the contact details.

• Acronyms

Acronym	Description
SOP	Standard Operating Procedures
TAT	Turnaround time
R&R	Roles and Responsibilities
Lyra	Lyra Network Private Limited

• Applicability

The provisions of this policy shall apply to all the onboarded Merchant by Lyra Network Pvt. Ltd.

• Objective of the policy

Lyra Network Pvt. Ltd. intends to put in place a formal, publicly disclosed customer grievance redressal and dispute management framework, which can be accessed in case of issuing any grievance from its merchant/customer, assisting the customer with the methods/modes of raising a complaint, tracking the grievance ticket towards the closure even providing the level wise escalation matrix & the relevant contact details.

Lyra’s has a dispute resolution mechanism binding on all the participants which contains transaction status, detailed explanation of types of disputes, process of dealing with them, procedure for addressing the grievance and turn-around-time for each stage. Lyra has appointed a nodal officer who is assigned to handle the customer complaints / grievances as per the defined escalation matrix. The nodal offer ensures that the complaint facility shall be clearly and easily accessible to all the customers/merchants of Lyra Network Pvt. Ltd.

• Policy Guidelines:

Grievance Redressal Queries which are operational and technical in nature merchant raise complaint to Relationship Manager. Requestor (Customer/Merchant) can send the queries, compliant in following ways.

Queries Resolution Mechanism:

Merchants can raise queries about services rendered for the following reasons:

• Onboarding (KYC/Pricing)
  • Settlement/Refund
  • Fraud (Unauthorized purchase) transaction
  • Invoice/Billing/Others
  • Integration / Technical

• Disposal of Complaints:

Below is the list of common queries and resolutions.

Customer Queries	Resolution
Customers enquire about the transaction status.	Lyra provides all details such as the order no, reference number, date of transaction, transaction amount, provider, and status of transaction
Transaction successful, but no response received from merchant.	Lyra provides all the information to the customer: the merchant’s name, transaction status. Additionally, we forward the same e-mail to the merchant providing services, keeping the customer in CC
Refund issues	Lyra provides all the refund details to the customers, with transaction reference number, order id for customers to check further with his bank.
Fraudulent Transaction received from Authority	Post analysis of the details provided by the authority we verify the same with merchant and decide on whether to hold or refund the funds. Same is communicated to respective authority.
Technical Issue	Lyra identifies the exact technical issue based on received snapshot or error logs and then we provide/suggest the appropriate resolution for the error.
Onboarding	Lyra checks the on-boarding procedures along with status of the queries and accordingly revert.

• Refund Processing Timelines:

Lyra has a very stringent mechanism to deal with refunds of failed transactions (transactions charged to customers but not returned to Payment Aggregator and, in turn, to merchant, hence no services are rendered). As per the merchant’s line of business, they can opt to configure their account to reverse such transactions or get it updated as a successful transaction post reconciliation and continue to provide services.

We can reconcile dropped transactions in 2 ways:

•   We initiate server-to-server API calls with banks on a periodic basis throughout the day to fetch the status of transactions. Such cases are sent to the bank for reversal on T+1.
•   For banks who do not provide the API-based reconciliation mechanism, we reconcile with the offline files received from the banks on the next working day. Thus, refunds for such transactions are sent the next day post reconciliation or T+1 post reconciliation.

Communication Process

This policy is communicated to the team (Business Operations) during the training phase and as and when there are changes w.r.t processing of Customer grievance and redressal.

Customer/Merchant Escalation matrix:

In case the Customer/Merchant does not receive a response within the specified time at Level 1, then the Merchant can escalate the complaint to Level 2 post the TAT defined for Level 1 and so on.

Lyra Network is committed to providing equitable and transparent support to all our clients.

For any inquiries, service requests, or grievances, our dedicated support team is available to assist you. We pledge to investigate and resolve your concerns within 15 business days from the official date of receipt of complaint.

Please find below escalation matrix:

Level	Scenarios	Turn Around Time (TAT)	Email ID	Phone
Level 0	Acknowledgement/Ticket generation	24 Hours	support.pg.in@lyra-network.co.in	+91(022)33864910
Level 1	New Ticket Resolution	4 Business days	support.pg.in@lyra-network.co.in	+91(022)33864910
Level 2	Grievance regarding existing ticket/ request.	5 Business days	businessops.india@lyra-network.co.in	+919372733721
Level 3	Grievance addressed by nodal officer	5 Business days	ndlyra.india@lyra-network.co.in	+91(022)33864932

• As per regulations by Telecom Regulatory Authority of India (TRAI):

Details	Phone Number
Outgoing Support Number	01600113920

• Nodal Officer:

Nodal Officer Name	Phone Number	email id
Sachin Chalke	+912233864932	ndlyra.india@lyra-network.co.in

Accountability, Roles, and Responsibilities

(This policy must be adhered to by whom and roles & responsibilities)

Executive R&R – Acting as a first point of contact for the requestor, guide for quick resolution as per standard SOP. If required, further troubleshoot the requested issue by verification of the complaint/request and raise to with the team concerned with complete information and track it towards the closure/resolution. Communicate the periodic status with the requestor and intimation of the final closure.

Team Lead/ Reporting Manager R&R – Setting up the priorities and maintain the TAT support by escalating amongst the internal stakeholders. Share quality resolution and relevant feedback for continual service improvement. Ensuring adequate tools & training provided.

Nodal Officers R&R – Acting as an escalation point for the requestors.

Redressal & Penalization process

For redressal of Customer/Merchant grievance the same has been detailed in section 5 of this document.

If an executive has any queries on how this policy/section 5 needs to be executed, he/she can reach out to his immediate Team lead/Reporting manager.

Adherence

This policy is to be adhered to by executives in the business operations team who handle Customer Grievance and redressal process.

• Reference to documented information
• Information security policy
• Merchant onboarding policy
• Customer service procedure

Policy Implementation and Review

This Customer Grievance and Redressal policy is duly approved by the Board of Directors of Lyra Network Pvt. Ltd. The policy will be reviewed by the Board and/or any committee of the Board to which power has been delegated, at yearly intervals or as and when considered necessary by the Board