FAQ on IVR (Interactive Voice Response) based Payment System

How does it work?  

There are two ways in which a guest can make payment using IVR (Interactive Voice Response).

Option 1  - Guests can make a call to an IVR activated landline (from their Landline or cellphone) - For calls from within and outside India.

Step 1: Guest calls up (from landline or cellphone) to one of the three numbers given here (From outside India - +91-22-67237668 / +91-22-40366868 / +91-22-26814368, From Within India - 022-67237668 / 022-40366868 / 022-26814368. 

Step 2: Input 5 digit reservation number, Amount and Credit card details (16 digit credit card no, Card expiry MM/YY and 3 digit CVC no.(3 digit security code on back of the card) as per Automated Voice Response system instructions.

Step 3: Wait for a few seconds and guests receive Success or failure status of the transaction. If successful then hangup the line and payment is complete.  

Step 4: In case of any other message, contact your issuing bank or try it again.  

Option 2 - Guests access a link to setup an automated call on their cellphone. For guests having a cell number within India.

Step 1: Guests access www.nivalink.com/payment3 and fill up 5 digit reservation number, amount and cell number on which they wish to receive an automated call. 

Step 2: Guest gets an automated call where details such as (16 digit credit card no, Card expiry MM/YY and 3 digit CVC no.(3 digit security code on back of the card) as per Automated Voice Response system instructions.

Step 3: Wait for a few seconds and guests receive Success or failure status of the transaction. If successful then hangup the line and payment is complete.  

Step 4: In case of any other message, contact your issuing bank or try it again.  

Reliability  

• No manual handling or storage of any credit card information and therefore the data cannot be reused in future.  The call is encrypted and therefore cannot be tapped. The system is 100% secure and never can be mis-used.  

• This system is not subject to security restrictions that related to web-based "Online" payments and therefore any payments that do not go through via web-based "Online" payment methods, may go through via this.

Customer Benefits

No need of Computer Access : This system facilitates payment using a telephone or a cell phone and here guests can totally avoid use of computer for making payments. This is useful for those who are on the move and also those who are not comfortable with web-based payments.

Security: Protection of Credit Card details as there is no human intervention while making payments .

Reach : The system works with any telephone / cell phone from within India and across the world.

Frequently Asked Questions

What if I have to make a composite payment for more than 1 reservation ?

There is no need to enter separate amounts for different reservations and do separate processing. You may put one of the reservation numbers and do the payment.  

What if Payment is not successful ?

There are several reasons why a card processing is inactive or rejected. There may be restrictions placed by the issuing bank of the card. There may be some temporary error. Typically in such cases if you have an alternative card, then its possible that transaction will go through using that.

What Cards are accepted ?

Mastercard, Visa, Maestro and Visa Electron cards are accepted. Maestro and Visa Electron cards need to have online transaction capability (Older cards may not work).

What will I get in my Card Statement ?

Card is processed using ICICI-Payseal Payment Gateway of Nivalink. Card Statement will read "Nivalink".

I am paying in foreign currency how would the conversion be handled  ?

The Payment Gateway is an Indian Rupee Gateway. You will be given a rupee value to pay and the your issuing bank will convert the Indian rupee in your currency as per the rate of exchange (RoE) on the day of the card processing and charge your card.

How are refunds handled for IVR Processed transactions ?

Same way as any credit card transactions. Once refund is approved, a Credit is passed back to the card for you to utilise for other transactions. This typically takes 3 days after instructions are passed.

Why web-based online transactions don't get processed why IVR transactions are successful ?

From 1st of August 2009, to prevent online card processing frauds, Reserve Bank of India (Governing Body for all Banks in India), have stipulated use of additional security for all issuing banks for their card processing. Banks require you to become part of "Verified by Visa" or similar authentication process before approving the transactions. This is the prime reason despite having sufficient credit the transactions may still fail.

IVR Transactions are not part of the stipulation and therefore are processed as a regular swipe transactions (as you may do in a shopping centre or a restaurant).

How do I get my reservation number ?

Reservations number will be emailed to you by one of our reservation assistants and payments can made against confirmed reservations only.

I don't mind giving my cell no but what's the privacy policy ?

The Cell numbers used for payments will not be used for any other purpose except for reconfirmations related to the reservation for which you may payments. Guests will never received a marketing or general call for any other reason except ones directly related to the reservation for which payment is made.

General FAQ on Credit cards

HOW DO I PAY IN RUPEES WHEN MY CREDIT CARD DOES NOT CHARGE ME IN RUPEES - All amounts are to be entered in Rupees and the Mastercard/Visa will convert your local currency into equivalent rupees and charge you accordingly at a Rate of Exchange decided between Mastercard / Visa and Issuing bank for such transaction.

This Rate of Exchange (ROE) typically is inferior than the ROE seen on websites like x-rates.com etc. So if x-rates.com shows an exchange rate of 1 USD = Rs. 46 then what actually is being charged by the bank could be 1 USD = Rs. 44.  This ROE keeps changing on a daily basis and therefore for rupee billing, so for cards that have currencies other than Rupee, one can only estimate the actual value that the card will be charged and it is not possible to give an exact value. 

HOW DO I PAY IN USD / EURO WHEN PAYMENT GATEWAY IS IN RUPEES - For services that are charted in USD / Euro / Pounds Sterling, reservation assistants will give you a ROE based on which you pay in rupees on the Gateway. If the card is charged more than the actual amount to be charged then balance would be refunded. This is due to the fact that Rate of Exchange (ROE) keeps changing on a daily basis and therefore one can only approximate the actual value that the card will be charged. 

IS THERE ANY COST FOR PROCESSING CREDIT CARDS : NO. Any additional charges if any (applicable for train and flight tickets payments) will be conveyed to in advance before processing the payment.

HOW DO I GET REFUNDS IN CASE OF CANCELLATIONS / CURTAILMENTS : You will get credit in your card once the refunds are approved. There are no extra charges involved here. In case of refunds on cards not in use or lost or discontinued a 3% deduction is applicable for refunds for processing refunds using alternative means.