UDIR is an automated, single-channel redressal system designed to seamlessly address customer issues and complaints regarding pending transactions and provide speedy dispute resolution in an online manner instead of manual file-based processes. The Complaint Management System allows customers to raise a complaint directly through the PhonePe app, which is then assigned to the relevant bank/PSP involved in the transaction through an automated manner for resolution.
There are 3 functionalities enabled currently through UDIR –
Status finalization for pending transactions: Post implementation of UDIR, we are seeing about 50% improvement in resolution time
Confirmation of refund credit to the remitters’ bank account in case of failed transactions: We are now able to share the refund credit confirmations to all customers which has improved confidence in UPI transactions
Ability for consumers to raise complaints which can be resolved in an automated manner by the respective banks/PSPs.
Commenting on the initiative, Deep Agrawal, Head - Payments, PhonePe, said, “From the early days of UPI launch over 6 years back to now, there has been a consistent focus on improving the success rates and transaction experience by the entire ecosystem driven by NPCI. We would like to thank the RBI for introducing the Online Dispute Resolution (ODR) functionality which has further strengthened consumers’ belief in UPI. We are already seeing the benefit translate into higher customer NPS. This fosters transparency and helps nurture a deeper trust in the current payment infrastructure which is the ultimate stepping stone for scaling the ecosystem towards deeper financial access and inclusion.”
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