Online Dispute Resolution for digital payments mandates system driven, rule based resolution of failed transaction grievances with customer tracking. PSOs and their PSPs must implement a transparent, rule based Online Dispute Resolution system for failed digital payment transactions, provide multiple customer lodging channels (including in app facilities for third party payment apps), enable automatic fetching of transaction details while protecting data confidentiality, issue unique reference numbers, and furnish tracking; the ODR must adhere to existing turnaround time and compensation requirements and be made accessible to all participating PSPs, with scope to expand later.
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Provisions expressly mentioned in the judgment/order text.
Online Dispute Resolution for digital payments mandates system driven, rule based resolution of failed transaction grievances with customer tracking.
PSOs and their PSPs must implement a transparent, rule based Online Dispute Resolution system for failed digital payment transactions, provide multiple customer lodging channels (including in app facilities for third party payment apps), enable automatic fetching of transaction details while protecting data confidentiality, issue unique reference numbers, and furnish tracking; the ODR must adhere to existing turnaround time and compensation requirements and be made accessible to all participating PSPs, with scope to expand later.
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