For its UPI-based payments service that is expected to be launched in India in the coming weeks, WhatsApp is working on setting up a 24-hour customer support for users.
WhatsApp is reportedly going to provide support through e-mails as well as a toll-free number to its over 200 million users in India.
"We will provide 24-hour customer support. Payments users can contact the support team via e-mail and a toll-free number (when the service is rolled out in India)," a WhatsApp spokesperson told PTI. It is also said this service will be Hindi, Marathi and Gujarati along with English. The launch dates and other details were not disclosed by the spokesperson.
Though industry experts are expecting the launch of the WhatsApp UPI (Unified Payments Interface) based service in the next few weeks, the company hasn't made any official announcement yet. Nearly one million people are "testing" WhatsApp's payments service in India, which is the largest base for the Facebook-owned company that has over 1.5 billion users globally.
PTI further reported that WhatsApp has worked closely with National Payments Corporation of India (NPCI), bank partners, and the Indian government on the details of how its service works.
Under the updated terms, WhatsApp states that it will not provide refunds or facilitate chargebacks as once a user submits a payment, it is final. "WhatsApp is not liable for unauthorized transactions. We assume no responsibility for the underlying transaction of funds, or the actions or identity of any transfer recipient or sender," it adds.
The spokesperson explained that users can only connect with WhatsApp for queries related to the payments offering. They would have to reach out to their banks for any dispute resolution.