Availability and affordability of an expeditious grievance redress mechanism is of utmost importance to ensure public trust in digital payments. While traditional bank branch model offers a physical place where customers can lodge their grievances, the same may not be the case in digital payments where users sometimes find it difficult to ascertain the appropriate forum for lodging their grievances.
More the struggle undertaken by people in resolving their grievances, more unlikely it becomes that they would attempt digital payments in future. Prompt reconciliation of transactions by PSOs is an easy and expeditious method of addressing customer grievances. Latest technologies may also be leveraged to support rule-based resolution of grievances with zero to minimal manual intervention.