UPI release a circular for online real time UPI Dispute Complaint handling & resolution process (Go Live by January 2021)

UPI release a circular for online real time UPI Dispute Complaint handling & resolution process (Go Live by January 2021):

Subject: UDIR — Enhancinq Complaint handling & resolution process for UPI transactions

we refer to the RBI circular RBI/2020-21/21 DPSS.CO.PD No-116/02.12.004,’2020-21 on Online Dispute Resolution (ODR) System for Digital Payments dated 6th August, 2020, whereby it has PSO & PSPs i.e. and non-banks & TPAPs to implement online dispute resolution for handling and resolving customer complaints. The Dispute & Issue Resolution (UDIR) approach was discussed in the UPI Steering Committee meeting held on 2nd July, 2020 and was endorsed by SC for implementation by members.

2. Key enablements

Following are the key propositions, which participants to enable for facilitating online dispute resolution of customer complaints for UPI transactions:

A. Payer App

1. To enable raising of cornptaint/dispute from UPI App.
2. TO display Status of transaction and disputes, as and when updated at URCS.
3. To adhere to the guideliness

B. Payer PSP

1. To enable TPAP with API’s for enabling UDIR.
2. To ensure adherence to velocity checks for API usage.

C. Remitter/Beneficiary Bank

To ensure necessary changes are done at switch and CBS end for supporting API’s for online status check and to take appropriate action on pending transactions viz. DRC (debit reversal timeout) or Deemed (credit timeout) transactions, as the case may be.

To make necessary changes in reconciliation and complaints handling for facilitating UDIR process.

Member bank’s CRM or any other system can also connect to UPI for raising and resolving complaints using the same APIs.

3. Changes in existing dispute management process

Auto-conversion of open complaints, if any, into chargeback after T+1 and T+3 days (parameterized) for P2P & P2M respectively, (where T = transaction date).

The list of API’s and other points are given in Annexure A – https://www.npci.org.in/PDF/npci/upi/circular/2...

Members and TPAPs are requested to start the development and do the required changes at their end for commencing certification (Bank — Remitter / Beneficary, PSP — Payer I Payee and APP testing) with NPCI at the earliest, to ensure go live by January 1st, 2021.

Members can refer the documents listed below (Reference documents) for implementation. All members should have it implemented it in their DR setup too for giving seamless services to the end customers.

More details visit here - https://www.npci.org.in/PDF/npci/upi/circular/2...