Three-way Payment Licence India : We are proud to announce that our Merchant Care team has achieved Six Sigma quality standards!

At PayU, we rigorously evaluate the services we provide to our merchants. We are constantly innovating our processes and products to help our merchants grow!

We are pleased to share with you that our Merchant Care team has successfully achieved Six Sigma levels of quality assurance. We have optimised the merchant experience by improving efficiency, reducing errors and innovating our products to achieve international levels of excellence in merchant care services.

What is Six Sigma?

Six Sigma is a methodology for pursuing continuous improvement in customer satisfaction and experience. It is a management philosophy for improving effectiveness and efficiency. Six Sigma is a highly disciplined process that helps us focus on developing and delivering near-perfect products and services that reduce the probability of errors.

In January 2019, our Care team - responsible for merchant experience and support - identified 15 target areas for improvement by December 2019, which aligns with PayU's overall goal of continually improving the merchant experience.

By September 2019, the team had achieved all of its goals and significantly improved the merchant experience across the 3 service centres responsible for serving over 350,000 merchants. This included a significant reduction in the number of merchant escalations and interactions, an increase in the percentage of 'one-time resolutions', a reduction in average processing time and further soft skills enhancements. The team now provides merchants with faster and more accurate enquiry resolution, enabling the best possible caring service.

"We at PayU take great pride in providing our merchants with a fast and seamless care service. Meeting globally recognised compliance standards, such as Six Sigma, is extremely important as it enhances our communication with merchants and ensures that we provide them with the highest quality of service," said Sukhinder Singh Thapar, Director of Merchant and Customer Experience at PayU.

We continue to innovate and introduce new products and features that help merchants grow their business and simplify the online payment experience for their customers. Our goal is to build more products that meet merchants' business needs.

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