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NPCI goes live with UPI-Help on BHIM UPI

By Leandra Monteiro

March 16, 2021

  • India
  • NPCI

NPCI, RBI, BHIM UPI, UPI-Help, ICICI Bank, SBI, AXIS, digital payment National Payments Corporation of India (NPCI) keeping in line with the RBI’s vision of having a customer friendly and transparent dispute redressal mechanism (ODR), it has gone live with ‘UPI-Help’ on BHIM UPI, a part of the Digi-Help stack. The redressal mechanism will create a better and hassle-free experience on issue resolution for BHIM UPI app users.

The UPI-Help will enable BHIM UPI users to use their app for the following:

  • Check status for pending transactions
  • Raise complaint for transactions that have not been processed or money not credited to the beneficiary
  • Raise complaint for merchant transactions

In addition to resolving complaints online for person-to-person (P2P) transactions, the UPI- Help can in case of pending transactions where user doesn’t take any action, it shall also proactively attempt to auto update the final status of the transactions on the app.

For the initial stage, NPCI has gone live on the BHIM app for the customers of State Bank of India, AXIS Bank, HDFC Bank and ICICI Bank. Customers of Paytm Payments Bank and TJSB Sahakari Bank shall also be able to avail the advantage of UPI-Help soon. Users of other banks participating in UPI will be able to enjoy the benefits of UPI-Help in the coming months.

The RBI’s initiative of introducing ODR is aimed at empowering customers to confidently adopt digital payment modes and go cashless. The other banks are also gearing up to implement UPI-Help in order to have a strengthened digital payment ecosystem focussed towards customer protection.

The UPI-Help system is an example of the convergence of technology and innovation for future-proofing customer grievance redressal mechanism. The UPI-Help going live on BHIM UPI will instil a sense of confidence and further encourage more users to get on-boarded into the digital payments ecosystem owing to the enhanced confidence for their UPI transactions.

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