Now Users Can Raise Complaint Over Issues in UPI Transactions

The National Payments Corporation of India (NPCI) launched the 'UPI-help' feature on the BHIM UPI app on Monday.

In line with the RBI's aim of providing a customer-friendly and open dispute resolution mechanism (ODR), the National Payments Corporation of India (NPCI) has launched 'UPI-Help' on BHIM UPI, which is part of the NPCI's Digi-Help stack. The redressal mechanism would provide BHIM UPI app users with a superior and hassle-free issue resolution experience.

The UPI-Help will allow BHIM UPI users to do the following with their app:
1. Verify the status of any outstanding transactions.
2. File a complaint about unprocessed transactions or money that has not been attributed to the beneficiary.
3. File a complaint against merchant transactions.

For person-to-person (P2P) transactions, UPI-Help can settle grievances online. In addition, if the user does not take any action on pending transactions, the UPI-Help will proactively attempt to update the final status of the transactions on the app.

To begin, NPCI has launched the BHIM app for State Bank of India, AXIS Bank, HDFC Bank, and ICICI Bank customers. Customers of Paytm Payments Bank and TJSB Sahakari Bank will be able to use UPI-Help in the near future.

In the coming months, users of other UPI-enabled banks will be able to take advantage of the best of UPI-Help. The RBI's decision to introduce ODR is paving the way for consumers to feel secure about using digital payments and going cashless. Other banks are also planning to introduce UPI-Help in order to create a more stable digital payment environment that prioritizes customer security.