At EVERSIGN, we are proud to be a customer-first company, committed to delivering the best possible experience for our users. Our focus is always on ensuring that every customer has a smooth and successful journey from placing an order to receiving their Digital Signature Certificate (DSC). However, to maintain this high level of service and to minimize system abuse, we are introducing strict but fair policies. These changes will create a transparent and equal system for all customers, while also helping our customer care team resolve issues efficiently without needing senior management for every single case.
Why We Are Implementing This Policy
As a leader in the Digital Signature Certificate space, EVERSIGN has consistently encountered challenges with the KYC process, DSC downloads, and delays caused by customer inaction. One of the most significant issues we face is the lack of awareness among customers about the legal requirement to download DSCs within 30 days of approval, as per Controller of Certifying Authorities (CCA) guidelines. After this window, the DSC becomes legally impossible to download.
In many instances, customers place orders but delay or neglect completing their KYC, or they stop responding to our support team. Some customers contact us months after their order to complete their KYC or request DSC downloads, often unaware that the legal window has closed. These situations are difficult to manage and can cause frustration for both customers and our support team.
To ensure smoother, more predictable service and to avoid such issues, EVERSIGN is introducing the following policy changes, which will provide clarity, consistency, and fairness for all customers.
Key Policy Changes
- USB Token Shipment After KYC Completion
Going forward, EVERSIGN will only ship USB Tokens after the customer has fully completed their KYC process. This ensures that customers are prepared to download their DSC within the required timeframe, preventing delays and complications. - Advance Shipping on Customer Request (Customer Responsibility)
For customers who wish to receive the USB Token before completing their KYC, EVERSIGN will allow advance shipping upon request. However, this comes with an important responsibility:- Customers must complete their KYC and download the DSC within 30 days of placing their order.
- If the KYC process is not completed within 30 days, EVERSIGN will hold the order until the customer finishes their KYC.
- Grace Period for KYC Completion
Should the KYC process remain incomplete after the initial 30 days, EVERSIGN will provide an additional 60-day grace period for customers to finalize their KYC. During this time, the customer will be required to pay any price difference between the originally ordered DSC and the latest live price at that time.- No Refund for Price Reductions: If DSC prices decrease during this grace period, EVERSIGN will not issue refunds for any price difference.
- Non-Refundable After 90 Days
If the KYC process is still incomplete after 90 days (30 days + 60-day grace period), EVERSIGN will cancel the order, and no refund will be provided.
Why These Changes Are Necessary
These policy changes are essential for maintaining the high standards of service that EVERSIGN is known for, while ensuring compliance with legal regulations and fairness for all customers. Here are the primary reasons for these changes:
- Customer-First Approach with Legal Compliance: As per the CCA Guidelines, customers must download their DSC within 30 days of approval. By implementing this policy, EVERSIGN ensures that our customers are fully aware of their legal responsibilities and helps them meet the required deadlines without unnecessary delays.
- Minimizing Delays and Confusion: Many customers either delay the KYC process or do not realize that they are legally required to download their DSC within a specific timeframe. This policy provides clarity and ensures that customers are aware of these deadlines from the start, preventing confusion and last-minute issues.
- Efficiency for Our Customer Support Team: By introducing these consistent and clear-cut policies, EVERSIGN is enabling our customer support team to resolve pending issues quickly and accurately. The new system reduces the need for escalations and unnecessary involvement of senior management for every single case, allowing our team to focus on delivering the best possible service to all customers.
- Equal Treatment for All Customers: At EVERSIGN, we believe in creating a level playing field for all our customers. These policies ensure that everyone follows the same rules and processes, eliminating inconsistencies and ensuring fairness across the board.
The Benefits to Our Customers
This new policy is designed to improve both the customer experience and the service that EVERSIGN provides. By introducing these changes, we are helping customers:
- Stay Compliant with Legal Regulations: Customers will be better informed about the 30-day DSC download requirement and will be more likely to complete the process in time, avoiding complications down the road.
- Enjoy a Smoother, More Predictable Experience: With clearer guidelines and timelines, customers can expect a seamless process from order placement to receiving their DSC. No more uncertainty or confusion about deadlines.
- Receive Faster Support Resolutions: The new policy allows our customer care executives to address and resolve pending issues without needing to escalate them unnecessarily. This results in faster responses and more efficient service for all customers.
At EVERSIGN, our mission is to provide the best digital signature service while maintaining a customer-first approach. These policy changes are designed to prevent delays, reduce confusion, and provide clear, fair rules for all customers. By implementing these policies, we can continue delivering the exceptional service you expect, while ensuring a streamlined and legally compliant process.
If you have any questions or need further assistance, our support team is here to help you every step of the way.
