Complaint Raise Flow
Description
A customer may raise complaint, if the transaction is in Deemed state (unknown status at beneficiary end), DRC (unknown status at remitter end) or Successful P2M transaction.
Payer PSP initiates ReqComplaint API to NPCI for a transaction. On receiving of ACK from NPCI, Payer PSP will show to the customer that “Your Complaint is under process”
NPCI sends the request to URCS.
URCS validates the transaction, if no dispute has been created and if the transaction is DRC, then URCS will create a complaint record and responds to NPCI through RespComplaint – Complaint Category
NPCI initiates ReqComplaint-Complaint to Respective parties.
for DRC → to Remitter
for Deemed P2P → to Beneficary
for P2M → to Payee PSP
Respective party will respond back through RespComplaint with type Complaint.
NPCI will update the status to URCS system.
Final response status will be sent to Payer PSP (Initiator) through RespComplaint-Complaint Category.
NPCI sends the notification to Payee PSP/ Beneficiary on the status of dispute using RespComplaint-StatusUpdate Category.