Customer Grievance

All our stakeholders - Client, Merchant & Consumer can reach to us through below mentioned different mediums:

Mode Stakeholders Details Operating Hours
Phone Consumer 1860 500 4949 8 am to 12 am for 365 days
  Merchant 1860 500 5222 8 am to 12 am for 365 days
  Client 1860 500 5111 9:30 am to 6 pm Monday to Friday
       
Mail Consumer cardsupport.in@sodexo.com 8 am to 12 am for 365 days
  Merchant ask.in@sodexo.com 8 am to 12 am for 365 days
  Client wecare.in@sodexo.com 9:30 am to 6 pm Monday to Friday
       
Courier Consumer, Merchant and Client Sodexo SVC India Pvt. Ltd.
503 & 504, 5th Floor, B Wing, Hiranandani Fulcrum, Sahar Road
Andheri East, Mumbai 400 099
9:30 am to 6 pm Monday to Friday
       
Website Consumer, Merchant and Client www.sodexo.co.in  
       

Recording & Tracking of complaints

  • Any complaints through any channel other than received directly into the software must be manually entered in the software by the Customer Service Officer. All emails will be auto-acknowledged by the software where the reply will directly go to the email ID from which the compliant is received. In other cases, the acknowledgment can be sent to an email ID, if provided in the complaint, or printed and sent manually to the complainant.
  • All complaints will be registered in a central complaints management system of SSVC. Complaints will be assigned a unique reference number which will be communicated to the complainant. In case the resolution needs additional time, an interim response shall be sent to the complainant. All the complaints received in India must be lodged in customer management system and assigned to respective groups for resolution. 

Please see below for the TAT (Turnaround time) chart for customer grievance resolution

Query/Complaint/Classification Turn Around Time Remarks
Order Related/Digital Solutions 2 - 4 Days Queries/Complaints pertaining to technical/processing/servicing issues faced for order processing, activating cards
     
Transaction Related 15 - 25 Days Unsuccessful POS transactions
  1 -2 Days Drop in network
  7 - 10 Days Cases of chargeback when transaction is not successful
     
Deliverables 3 - 7 Days Queries / Complaints pertaining to dispatch status of various deliverables - card, voucher, envelope, pick up from affiliates
     
Accounts Related 4 - 7 Days Queries/Complaints from client
     
Pricing 15 - 20 Days Overcharging, reduction in charges, card cancellation charges, other etc.
     
     

In case your queries or complaints are not getting resolved within the defined TAT,
you can write to Arindam Sarkar at head.customerservice.in@sodexo.com

Click here for the Hindi Version of Customer Grievance Policy