The ‘UPI-help’ feature has been launched by the National Payments Corporation of India (NPCI) on the BHIM UPI app on Monday. Aligning with 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 will provide BHIM UPI app users with a better and easy issue solving experience.
With the UPI-Help feature the BHIM UPI users can 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 resolve grievances online and the UPI-Help will proactively attempt to update the final status of the transactions on the app if the user does not take any action on pending transactions. To begin, NPCI has launched the BHIM app for State Bank of India, AXIS Bank, HDFC Bank, and ICICI Bank customers.
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Customers of Paytm Payments Bank and TJSB Sahakari Bank can also use the UPI-Help in the coming time.
UPI users of other banks will also be able to take advantage of the UPI-Help in the coming months.
RBI’s decision to introduce ODR is to make ways for customers to feel secure about using digital payments and going cashless. Other banks are also intending to begin UPI-Help to create a more steady digital payment space that prioritizes customer security.