The National Payments Corporation of India (NPCI) has gone live with ‘UPI-Help’ on BHIM UPI. The redressal mechanism will create a superior and hassle-free experience on issue resolution for BHIM UPI app users. NPCI said the move is in line with RBI’s vision of a customer-friendly and transparent redressal mechanism.
To start with, 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 get the advantage of UPI-Help soon. Users of other banks participating in UPI will be able to enjoy the best of UPI-Help in the coming months.
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.
The UPI-Help will enable BHIM UPI users to use their app for the following:
1) Check status for pending transactions
2) Raise complaint about transactions that have not been processed or money not credited to the beneficiary
3) Raise complaint about merchant transactions
UPI-Help can resolve complaints online for person-to-person (P2P) transactions. In addition to this, in case of pending transactions where the user doesn’t take any action, the UPI-Help shall also proactively attempt to auto-update the final status of the transactions on the app.
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National Payments Corporation of India (NPCI) was incorporated in 2008 as an umbrella organization for operating retail payments and settlement systems in India
The bouquet of payment products introduced by NPCI are RuPay card, Immediate Payment Service (IMPS), Unified Payments Interface (UPI), Bharat Interface for Money (BHIM), BHIM Aadhaar, National Electronic Toll Collection (NETC Fastag) and Bharat BillPay.
NPCI also launched UPI 2.0 to offer a more secure and comprehensive service to consumers and merchants. NPCI is focused on bringing innovations in the retail payment systems through the use of technology and is relentlessly working to transform India into a digital economy.
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