GoKwik's Grievance Redressal Policy
Updated on 15 April 2026
Important Regulatory Position
GoKwik Commerce Solutions Private Limited operates GoKwik Checkout and KwikPass exclusively as a technology and software service provider to merchants. GoKwik does NOT hold, transfer, or settle merchant or consumer funds, and is NOT a Payment Aggregator (PA) or Payment Gateway (PG) as defined under the Reserve Bank of India's Master Directions on Regulation of Payment Aggregators (September 2025) or its predecessor circulars. All payment processing, fund settlement, and fund custody functions are performed exclusively by RBI-licensed Payment Aggregators and acquiring banks contracted directly with the merchant. This policy governs GoKwik's obligations as an intermediary under the Information Technology Act, 2000 and the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021.
1. Introduction
GoKwik Commerce Solutions Private Limited ("GoKwik", "we", "us", or "the Company") is committed to delivering a high-quality, transparent, and responsive experience to all merchants and their customers who interact with our technology platforms GoKwik Checkout and KwikPass.
This Grievance Redressal Policy ("Policy") sets out the framework through which merchants and, where applicable, end-consumers may raise complaints, seek resolution of disputes, and escalate unresolved issues. The Policy is established in compliance with:
- The Information Technology Act, 2000 ("IT Act");
- The Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021 ("IT Rules 2021"), as amended from time to time;
- Applicable consumer protection laws and data protection principles; and
- Contractual obligations under Merchant Services Agreements.
1.1 Our Core Commitments
- All complaints will be treated with fairness, courtesy, and without bias.
- Every grievance will be formally acknowledged and resolved within the timelines prescribed in this Policy.
- Clear and accessible channels will be maintained at all times for raising grievances.
- All employees will act in good faith and in the interest of merchants and end-consumers.
- This Policy and the details of our Grievance Redressal Officer will be prominently published on our website and merchant portal.
2. Scope and Applicability
This Policy applies to grievances arising from:
| Category | Description |
|---|---|
| GoKwik Checkout | Complaints related to the checkout experience technology, order management, dashboard functionality, refund initiation tools, and merchant portal access provided by GoKwik. |
| KwikPass | Complaints relating to the KwikPass network-based customer identification, address pre-fill, and login technology services. |
| Refund Initiation Support | Issues with GoKwik's tools for initiating refund requests to the merchant's Payment Aggregator. Note: actual fund credit timelines are governed by the PA and banks, not GoKwik. |
| Chargeback Documentation Support | GoKwik's technical assistance to merchants in compiling evidence and responding to chargeback notices raised with the licensed PA or acquiring bank. |
| Data and Privacy Complaints | Issues relating to GoKwik's handling of merchant or end-consumer personal data under the IT Act and applicable data protection frameworks. |
| Service/ Platform Outages | Complaints about availability, performance, or technical failures of GoKwik's technology platforms. |
Complaints related to the checkout experience technology, order management, dashboard functionality, refund initiation tools, and merchant portal access provided by GoKwik.
Complaints relating to the KwikPass network-based customer identification, address pre-fill, and login technology services.
Issues with GoKwik's tools for initiating refund requests to the merchant's Payment Aggregator. Note: actual fund credit timelines are governed by the PA and banks, not GoKwik.
GoKwik's technical assistance to merchants in compiling evidence and responding to chargeback notices raised with the licensed PA or acquiring bank.
Issues relating to GoKwik's handling of merchant or end-consumer personal data under the IT Act and applicable data protection frameworks.
Complaints about availability, performance, or technical failures of GoKwik's technology platforms.
OUT OF SCOPE: This Policy does not cover disputes relating to (a) actual payment processing, fund settlement, or transaction failures caused by the merchant's Payment Aggregator or bank; (b) product quality, delivery, or return disputes between a merchant and its end-customer; or (c) disputes under card network rules (Visa / Mastercard / RuPay). Merchants should contact their licensed Payment Aggregator for all payment processing complaints.
3. Grievance Redressal Officer
In accordance with Rule 4(1)(c) of the IT Rules 2021, GoKwik has appointed a Resident Grievance Redressal Officer ("GRO") who is a resident of India and is responsible for receiving, acknowledging, and overseeing resolution of all complaints under this Policy.
| Detail | Information |
|---|---|
| Name | Mr. Pranav Merchant |
| Designation | Grievance Redressal Officer |
| Organisation | GoKwik Commerce Solutions Private Limited |
| grievance.officer@gokwik.co | |
| Postal Address | Flat No. 84, Raj Vihar, CGHS Ltd Plot No. 13, Sec 18, Dwarka, Delhi – 110078 |
| Working Hours | Monday to Friday, 10:00 AM – 6:00 PM IST (excluding public holidays) |
| This notice published on | www.gokwik.co and the GoKwik Merchant Portal |
Mr. Pranav Merchant
Grievance Redressal Officer
GoKwik Commerce Solutions Private Limited
Flat No. 84, Raj Vihar, CGHS Ltd Plot No. 13, Sec 18, Dwarka, Delhi – 110078
Monday to Friday, 10:00 AM – 6:00 PM IST (excluding public holidays)
www.gokwik.co and the GoKwik Merchant Portal
The details of the Grievance Redressal Officer shall be kept updated on the GoKwik website at all times. Any change in the GRO shall be notified within seven (7) days of the change.
4. How to Raise a Grievance
Merchants and end-consumers may raise grievances through any of the following channels:
| Channel | Details |
|---|---|
| Email — Primary | support@gokwik.co (for general support) | musadiq.ahmed@gokwik.co (for level 1 support) |
| Merchant Dashboard | Raise a ticket via the GoKwik Merchant Portal → Support section, available 24×7. |
| Written Correspondence | Write to the Grievance Redressal Officer at the registered postal address above. |
support@gokwik.co (for general support) | musadiq.ahmed@gokwik.co (for level 1 support)
Raise a ticket via the GoKwik Merchant Portal → Support section, available 24×7.
Write to the Grievance Redressal Officer at the registered postal address above.
4.1 Information to Include in Your Grievance
To enable prompt resolution, please include the following in your complaint:
- Your name, registered email address, and merchant ID (if applicable).
- A clear description of the grievance and the product / service affected (GoKwik Checkout or KwikPass).
- The relevant Order ID, Transaction Reference Number, or RRN (if the complaint relates to a refund or transaction).
- Date and time of the incident.
- Any supporting documentation (screenshots, emails, error logs).
- The resolution you are seeking.
5. Acknowledgement and Resolution Timelines
GoKwik is committed to the following timelines in compliance with Rule 4(2) of the IT Rules 2021 and as a best-practice standard for technology service providers:
| Milestone | Timeline |
|---|---|
| Acknowledgement of receipt of complaint | Within 24 hours of receipt (all channels) |
| Level 1 — First response from support team | Within 3 BDs |
| Level 2 — Escalated response from GRO | Within 10 business days of complaint receipt |
| Level 3 — Final resolution or reasoned refusal | Within 15 business days of complaint receipt |
| Refund initiation request submitted to PA (where applicable) | Within 1 business day of merchant raising refund request on dashboard |
| Refund status visible in merchant dashboard (RRN generated) | Within 5 business days of initiation (subject to PA and bank processing) |
Within 24 hours of receipt (all channels)
Within 3 BDs
Within 10 business days of complaint receipt
Within 15 business days of complaint receipt
Within 1 business day of merchant raising refund request on dashboard
Within 5 business days of initiation (subject to PA and bank processing)
Note on Refund TATs: GoKwik's 5-business-day timeline covers the initiation of the refund request and generation of a Refund Reference Number (RRN) through the merchant's designated Payment Aggregator. Actual credit to the end-customer's bank account is subject to the PA's and acquiring/issuing bank's own processing timelines, over which GoKwik has no control. GoKwik's obligation is limited to timely and accurate submission of the refund instruction to the PA and providing the merchant with a traceable RRN.
6. Escalation Matrix
| Level | Contact / Role | When to Escalate | Response Time |
|---|---|---|---|
| Level 1 | GoKwik Support Team support@gokwik.co Merchant Portal Ticket | First point of contact for all issues. | Acknowledge: 24 hrs First response: 3 BDs |
| Level 2 | musadiq.ahmed@gokwik.co | If Level 1 resolution is unsatisfactory or no response within 3 BDs. | 10 BDs from complaint receipt |
| Level 3 | Grievance Redressal Officer grievance.officer@gokwik.co | If GRO response is unsatisfactory or grievance remains unresolved after 10 BDs. | 15 BDs from complaint receipt (final response) |
GoKwik Support Team support@gokwik.co Merchant Portal Ticket
First point of contact for all issues.
Acknowledge: 24 hrs First response: 3 BDs
If Level 1 resolution is unsatisfactory or no response within 3 BDs.
10 BDs from complaint receipt
Grievance Redressal Officer grievance.officer@gokwik.co
If GRO response is unsatisfactory or grievance remains unresolved after 10 BDs.
15 BDs from complaint receipt (final response)
7. Merchant Support for Refunds
GoKwik provides technology tools within the GoKwik Checkout platform to enable merchants to initiate, track, and manage refunds on behalf of their end-customers. GoKwik's role is that of a technology facilitator; the actual disbursement of funds is carried out by the merchant's contracted Payment Aggregator and the relevant banks.
7.1 Refund Categories Supported via GoKwik Tools
| Refund Type | Description |
|---|---|
| Order Cancellation Refund | Customer cancels before delivery. Merchant initiates a full or partial refund via the GoKwik dashboard; GoKwik transmits the instruction to the PA. |
| Auto-Refund (ADONC) | System-triggered refund where the customer's account was debited but the order was not placed due to a technical failure. GoKwik identifies these events and automatically triggers the refund instruction to the PA (Back to Source — B2S). |
| Order Return Refund | Customer returns goods; merchant initiates a refund via dashboard. GoKwik facilitates transmission of the refund instruction to the PA. |
| Return-to-Origin (RTO) Refund | Undelivered courier returns. Merchant or GoKwik's system triggers the refund instruction to the PA. |
| Double-Debit Reconciliation | GoKwik identifies double-debit events via reconciliation and raises a refund instruction to the PA for the duplicate amount. |
| Merchant-Initiated Cancellation | Refund for cancellations due to inventory or pricing issues, initiated by the merchant on the dashboard. |
Customer cancels before delivery. Merchant initiates a full or partial refund via the GoKwik dashboard; GoKwik transmits the instruction to the PA.
System-triggered refund where the customer's account was debited but the order was not placed due to a technical failure. GoKwik identifies these events and automatically triggers the refund instruction to the PA (Back to Source — B2S).
Customer returns goods; merchant initiates a refund via dashboard. GoKwik facilitates transmission of the refund instruction to the PA.
Undelivered courier returns. Merchant or GoKwik's system triggers the refund instruction to the PA.
GoKwik identifies double-debit events via reconciliation and raises a refund instruction to the PA for the duplicate amount.
Refund for cancellations due to inventory or pricing issues, initiated by the merchant on the dashboard.
7.2 How Merchants Initiate Refunds
- Individual refunds: Processed manually via the GoKwik Merchant Dashboard.
- Bulk refunds: Processed via file upload on the dashboard.
- Support-assisted refund: Write to support@gokwik.co for assisted initiation.
All refund instructions submitted via the dashboard are queued and transmitted to the Payment Aggregator's API within 1 business day of submission. A Refund Reference Number (RRN) will be generated and visible in the merchant dashboard for tracking.
7.3 Refund Visibility and Monitoring
- Real-time refund status is visible in the GoKwik Merchant Dashboard, reflecting the status received from the PA.
- Pending and timed-out transactions are flagged on the dashboard for merchant action.
- Merchants may contact support@gokwik.co for any discrepancies in refund status.
8. Chargeback Support
Chargebacks are disputes initiated by end-customers through their card-issuing bank, and are managed under the rules of the relevant card networks (Visa, Mastercard, RuPay). Chargebacks are processed and resolved between the issuing bank, the acquiring bank, and the merchant's licensed Payment Aggregator. GoKwik is not a party to the chargeback process and does not have authority over chargeback outcomes.
GoKwik's role in chargebacks is limited to providing technology support to merchants:
| GoKwik's Chargeback Support Role | Scope |
|---|---|
| Evidence compilation | GoKwik can help merchants extract transaction logs, order details, delivery confirmations, and other evidence from the GoKwik platform relevant to the chargeback dispute. |
| Notification relay | When a merchant's PA notifies GoKwik of an open chargeback, GoKwik will alert the relevant merchant within 2 business days. |
| Dashboard data access | Merchants can access all order and transaction data needed to respond to chargeback notices via the GoKwik Merchant Dashboard. |
| NOT in scope for GoKwik | Representing the merchant before Visa/Mastercard/RuPay, filing arbitration, making financial decisions on chargebacks, or disputing card-network decisions. |
GoKwik can help merchants extract transaction logs, order details, delivery confirmations, and other evidence from the GoKwik platform relevant to the chargeback dispute.
When a merchant's PA notifies GoKwik of an open chargeback, GoKwik will alert the relevant merchant within 2 business days.
Merchants can access all order and transaction data needed to respond to chargeback notices via the GoKwik Merchant Dashboard.
Representing the merchant before Visa/Mastercard/RuPay, filing arbitration, making financial decisions on chargebacks, or disputing card-network decisions.
For all chargeback disputes, merchants must work directly with their licensed Payment Aggregator and, if needed, with the acquiring bank. Write to support@gokwik.co for assistance in accessing platform data for your chargeback response.
9. Data Privacy and Security Complaints
GoKwik processes personal data of merchants and their end-customers as part of delivering its technology services. Complaints relating to data handling, privacy, or information security may be raised with the Grievance Redressal Officer at grievance.officer@gokwik.co
GoKwik will acknowledge data-related complaints within 24 hours and provide a substantive response within 15 days, consistent with the timelines mandated by Rule 4(2) of the IT Rules 2021. Where applicable, GoKwik will provide information on the categories of data processed, the purpose of processing, and any corrective action taken.
10. Record Keeping and Review Mechanism
GoKwik maintains a structured internal monitoring and review mechanism for all grievances received:
| Activity | Frequency |
|---|---|
| Real-time monitoring of all open tickets by Support Executives | Continuous / Daily |
| Standup review of escalated or overdue complaints by Team Manager | Daily |
| Root cause analysis and categorisation of complaints by type / product | Weekly |
| Grievance trend report shared with Senior Leadership Team (SLT) | Monthly |
| Policy review and update to reflect regulatory changes and complaint patterns | Annual or as required |
Continuous / Daily
Daily
Weekly
Monthly
Annual or as required
The Business Operations team is responsible for conducting root-cause analysis of complaints, identifying endemic issues requiring process change, and presenting recommendations to SLT. All complaint records will be retained for a minimum of 3 years from the date of resolution.
11. Compliance Note — RBI Payment Aggregator Guidelines
This section confirms GoKwik's position with respect to the RBI Master Directions on Regulation of Payment Aggregators (2020, amended 2023 and September 2025).
| RBI PA Requirement | GoKwik Position |
|---|---|
| PA licence / registration with RBI | NOT APPLICABLE. GoKwik is not a Payment Aggregator and does not require PA registration. GoKwik does not hold, transfer, or settle funds. |
| Nodal Officer for merchant complaints | GoKwik has appointed a Grievance Redressal Officer under IT Rules 2021 — see Section 3. Merchants may also contact their PA's Nodal Officer for payment-specific disputes. |
| Grievance escalation to RBI Ombudsman | The RBI Integrated Ombudsman Scheme and the Payment System Ombudsman Scheme apply to regulated entities (banks and licensed PAs). Merchants with unresolved payment-related disputes should escalate to their licensed PA and, if unresolved, to the RBI Ombudsman at https://cms.rbi.org.in. |
| Chargeback TAT under PA rules | Chargeback timelines are governed by card network rules and the merchant's PA agreement. GoKwik is not party to these timelines. GoKwik will relay chargeback notifications to merchants within 2 BDs of receipt. |
| Refund TAT (RBI TAT Circular DPSS.CO.PD No.629/02.01.014/2019-20) | GoKwik targets initiation of refund instructions within 1 BD of merchant request and RRN generation within 5 BDs. Actual customer credit timelines are governed by the PA and bank, consistent with the RBI TAT circular. |
| Prohibition on implying PA status | GoKwik does not represent itself as a Payment Aggregator, does not advertise payment processing services, and does not use language implying it holds or processes funds. References in earlier policy versions to "GoKwik payments" referred solely to the technical refund initiation tooling and have been clarified in this version. |
NOT APPLICABLE. GoKwik is not a Payment Aggregator and does not require PA registration. GoKwik does not hold, transfer, or settle funds.
GoKwik has appointed a Grievance Redressal Officer under IT Rules 2021 — see Section 3. Merchants may also contact their PA's Nodal Officer for payment-specific disputes.
The RBI Integrated Ombudsman Scheme and the Payment System Ombudsman Scheme apply to regulated entities (banks and licensed PAs). Merchants with unresolved payment-related disputes should escalate to their licensed PA and, if unresolved, to the RBI Ombudsman at https://cms.rbi.org.in.
Chargeback timelines are governed by card network rules and the merchant's PA agreement. GoKwik is not party to these timelines. GoKwik will relay chargeback notifications to merchants within 2 BDs of receipt.
GoKwik targets initiation of refund instructions within 1 BD of merchant request and RRN generation within 5 BDs. Actual customer credit timelines are governed by the PA and bank, consistent with the RBI TAT circular.
GoKwik does not represent itself as a Payment Aggregator, does not advertise payment processing services, and does not use language implying it holds or processes funds. References in earlier policy versions to "GoKwik payments" referred solely to the technical refund initiation tooling and have been clarified in this version.
12. Policy Governance
12.1 Review and Amendment
This Policy will be reviewed at least annually or upon any material change in applicable law, RBI guidelines, or the nature of GoKwik's services. Amendments will be effective upon publication on GoKwik's website and Merchant Portal, with prior notice of at least 7 days for material changes.
12.2 Governing Law and Jurisdiction
This Policy is governed by the laws of India. Any disputes arising from this Policy shall be subject to the exclusive jurisdiction of the courts in Delhi, India.
12.3 Publication
As required by Rule 4(1) of the IT Rules 2021, this Policy and the contact details of the Grievance Redressal Officer are published at:
- Website: www.gokwik.co/grievance-policy
- Merchant Portal: app.gokwik.co → Help → Grievance Policy
Annexure A: Key Definitions
| Term | Definition |
|---|---|
| Payment Aggregator (PA) | An entity licensed by the Reserve Bank of India to facilitate online payment transactions by accepting funds from customers and remitting them to merchants, as defined in the RBI PA Master Directions. |
| Payment Gateway (PG) | A technology infrastructure that routes payment data between merchants and acquiring banks. Unlike PAs, PGs do not hold funds. |
| GoKwik / Company | GoKwik Commerce Solutions Pvt. Ltd., a technology service provider operating the GoKwik Checkout and KwikPass platforms. |
| Merchant | A business entity that has contracted with GoKwik to use GoKwik Checkout and/or KwikPass technology services. |
| End-Customer / Consumer | The individual purchasing goods or services from a Merchant using GoKwik's checkout technology. |
| Grievance Redressal Officer (GRO) | The resident officer appointed by GoKwik under Rule 4(1)(c) of the IT Rules 2021 to receive and resolve complaints. |
| Refund Reference Number (RRN) | A unique identifier generated by GoKwik upon submission of a refund instruction to the Payment Aggregator, used for tracking the refund status. |
| Business Day (BD) | Any day other than a Saturday, Sunday, or declared public holiday in India. |
| Chargeback | A reversal of a payment transaction initiated by a cardholder through their issuing bank under card network dispute rules. |
| ADONC | Amount Debited, Order Not Created: a transaction where the customer's account was debited but no confirmed order was placed, typically due to a technical failure. |
| RTO | Return to Origin: a courier return of undelivered goods to the merchant. |
| IT Rules 2021 | The Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021, issued under the IT Act, 2000, as amended from time to time. |
An entity licensed by the Reserve Bank of India to facilitate online payment transactions by accepting funds from customers and remitting them to merchants, as defined in the RBI PA Master Directions.
A technology infrastructure that routes payment data between merchants and acquiring banks. Unlike PAs, PGs do not hold funds.
GoKwik Commerce Solutions Pvt. Ltd., a technology service provider operating the GoKwik Checkout and KwikPass platforms.
A business entity that has contracted with GoKwik to use GoKwik Checkout and/or KwikPass technology services.
The individual purchasing goods or services from a Merchant using GoKwik's checkout technology.
The resident officer appointed by GoKwik under Rule 4(1)(c) of the IT Rules 2021 to receive and resolve complaints.
A unique identifier generated by GoKwik upon submission of a refund instruction to the Payment Aggregator, used for tracking the refund status.
Any day other than a Saturday, Sunday, or declared public holiday in India.
A reversal of a payment transaction initiated by a cardholder through their issuing bank under card network dispute rules.
Amount Debited, Order Not Created: a transaction where the customer's account was debited but no confirmed order was placed, typically due to a technical failure.
Return to Origin: a courier return of undelivered goods to the merchant.
The Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021, issued under the IT Act, 2000, as amended from time to time.
Annexure B: Chargeback Process Guide (Merchant Reference)
This annexure is provided for the information and reference of GoKwik merchants and does not represent GoKwik's operational responsibilities in the chargeback process. All chargeback disputes must be managed through the merchant's contracted Payment Aggregator.
B.1 Common Chargeback Reason Categories
| Category | Common Causes |
|---|---|
| Technical | Expired authorisation, non-sufficient funds, bank processing error. |
| Clerical | Duplicate billing, incorrect amount charged, refund not processed. |
| Quality | Goods or services not as described at the time of purchase. |
| Fraud | Customer claims they did not authorise the transaction; identity theft. |
Expired authorisation, non-sufficient funds, bank processing error.
Duplicate billing, incorrect amount charged, refund not processed.
Goods or services not as described at the time of purchase.
Customer claims they did not authorise the transaction; identity theft.
B.2 Chargeback Lifecycle
- Cardholder disputes a transaction with their issuing bank and submits a Dispute Declaration Form.
- Issuing bank processes the chargeback through the card network (Visa / Mastercard / RuPay) and debits the acquiring bank.
- Acquiring bank notifies the merchant's PA. PA notifies the merchant (and GoKwik, where integrated). GoKwik will relay this notification to the merchant within 2 business days of receipt.
- Merchant compiles evidence (order confirmation, delivery proof, refund records) — GoKwik can assist in extracting platform data.
- PA / acquirer submits a re-presentment to the issuing bank with the merchant's evidence.
- If the issuing bank accepts the re-presentment, the chargeback is resolved in the merchant's favour. If disputed further, the matter proceeds to pre-arbitration or arbitration before the card network.
B.3 Key Definitions in Chargeback Process
- Retrieval Request: A request by the issuing bank for transaction documentation to validate a chargeback right.
- Re-presentment: The acquirer's rejection of a chargeback by returning the transaction to the issuer with supporting evidence.
- Pre-Arbitration: A second chargeback cycle where the issuing bank escalates after a re-presentment; may proceed to arbitration before Visa/Mastercard if unresolved.
- Arbitration: Final resolution by Visa/Mastercard/RuPay where the card network decides which party is liable.
- Issuer: The bank that issued the payment card to the end-customer.
- Acquirer: The bank or licensed entity that holds the merchant's payment account (typically the merchant's PA or its banking partner).