Complaint Resolve Flow

In a P2M (success/deemed) transaction, Payee didn’t receive the confirmation initially and Customer raise a complaint through ReqComplaint – Complaint to UPI. UPI routes the complaint to URCS. URCS identifies as P2M
Transaction and respond to UPI through ReqComplaint – Complaint. UPI routes the request to Payee PSP. Thus, for both successful as well as deemed ( including where TCC is updated ) transaction the ReqComplaint-Complaint API shall be sent to Payee PSP for reponse.

For a successful/deemed transaction when Payee PSP receives the confirmation after ReqComplaint, following can be the cases of Payee’s response:
Case 1: Payee sends confirmation to merchant and the goods / service is delivered or provides details of delivery (if already done) OR of refund if processed, in the response.

Case 2: If payee wants to refund the customer, then he will respond as ‘Refund will be initiated’. Payee has to initiate a refund transaction separately using ReqComplaint-Refund category.

Case 3: Instead if Payee responds Unable to Update & for cases where Credit not processed for cancelled or returned goods, UPI routes to URCS, then URCS will raise a Chargeback (after T+3) with reason code and follow current chargeback process.