The National Payments Corporation of India (NPCI) on July 21, 2023, issued a notification regarding the Unified Dispute and Issue Resolution (UDIR) - Enhancing complaint handling and resolution process for AePS transactions.
The NPCI has introduced UDIR which can act as a layer for member banks to connect their systems and handle disputes/queries thru API calls.
The following are the Key propositions:
• Issuer/Remitter Bank
o To connect their CRM/Complaint management system or any other internal system (mobile/internet banking/etc.) to the UDIR system at NPCI to be able to raise disputes.
o To make necessary changes in the reconciliation and complaint-handling process at Bank end.
o To process reversal in the customer account on the basis of response (failed transaction) received wherever applicable.
o To communicate customers any change in the status of the transaction/complaint or dispute through CRM, mobile app, internet banking, SMS, Email, etc.
• Acquirer/Beneficiary Bank
o To connect their switch application from which the status of AEPS transaction can be ascertained and responded with on receipt of API request from UDIR.
o System connected to UDIR to have real-time transaction data so that it can respond to the request received from UDIR, immediately after completion of transaction.
o To make necessary changes in the reconciliation and dispute-handling process at the Bank end.
o To allow registration of complaints (Dispute) and checking the status of transaction/complaints through BC/CSP/Agent point using UDIR API - Acquirer’s internal system (which is connected to BC) to connect with UDIR for customer transacting on any BC/CSP/Agent terminal of the (same) Acquirer.
[Notification No. NPCI/2023-24/AEPS/084]
