Online Dispute Resolution (ODR) for digital payments
Requires authorised payment system operators and participants to offer customers an online, rule-based way to raise and resolve disputes and grievances about digital payments.
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AI & Intelligence · AI Financial AssistantAsk why a payment was declined — and get an answer.
The AI Financial Assistant answers routine questions such as "why was this transaction declined?" without a support ticket, so your team gets answers in the moment instead of waiting on a queue.
- Routine questions answered
- No ticket needed
- Operational alerts
- People for the rest
In short
Paynancial AI Financial Assistant answers routine payment questions — for example "why was this transaction declined?" — without a support ticket, and supports operational alerts. Anything it cannot answer goes to a person.
Overview
What AI Financial Assistant does.
Finance and support teams spend a lot of time on the same questions: why a payment failed, whether a refund went through, what happened to a payout. The answers usually sit in the payment records — finding them is the slow part.
The AI Financial Assistant answers routine questions like "why was this transaction declined?" without a support ticket, and supports operational alerts. Questions it cannot answer from the data go to a person.
Availability: AI Financial Assistant is available on request. Ask our team whether it is available for your business.
How it works
Step by step.
- 01You ask
A team member asks a routine question about a payment.
- 02The assistant looks it up
It answers from the payment records.
- 03You get an answer
No support ticket, no queue.
- 04Alerts
Operational alerts surface issues as they happen.
- 05People for the rest
Anything it cannot answer goes to a person.
Capabilities
What you can do.
- Routine questions
- Answers questions such as "why was this transaction declined?"
- No support ticket
- Answers arrive in the moment rather than through a queue.
- Operational alerts
- Supports alerts on payment operations.
- Escalation to people
- Questions it cannot answer from the data go to a person.
- Clear status codes underneath
- Failed payments carry clear status codes, which is what makes the answers possible.
- Governed like every AI capability
- Permissions, limits and oversight set by your business.
Where it lives
Across the Paynancial platform.
AI Financial Assistant is not a separate system — it runs through the products and tools you already use.
| Where | What you get |
|---|---|
| Payment Gateway | Clear status codes for failed payments. See Payment Gateway. |
| Support Center | For anything the assistant cannot answer. See Support Center. |
| AI Governance | How the assistant is governed. See AI Governance. |
In India
Payment questions in India.
- UPI complaints in the app
- For a UPI payment debited but not credited, a customer can raise a complaint from within their UPI app through NPCI's dispute mechanism.
- The RBI Ombudsman
- If a complaint to an RBI-regulated entity is not resolved satisfactorily, the customer can escalate it to the RBI Ombudsman at cms.rbi.org.in.
- Not advice
- The assistant answers routine payment questions. It does not give legal, accounting or investment advice.
- Answers without a ticket
- Questions like "why was this transaction declined?" are answered from your payments data, without a support ticket.
Compliance in India
The RBI and NPCI rules around AI in payments in India.
A plain-language guide to the frameworks that apply. It is general information, not legal advice, and not a statement of Paynancial's own licences or authorisations.
Reserve Bank – Integrated Ombudsman Scheme
Customers of RBI-regulated entities can escalate a complaint that is not resolved satisfactorily to the RBI Ombudsman, online at cms.rbi.org.in.
UPI Online Dispute Resolution (UDIR)
NPCI's mechanism for customers to raise and track UPI complaints — such as a payment debited but not credited — from within their UPI app.
Responsible and ethical AI in the financial sector (FREE-AI)
An RBI framework for the responsible and ethical enablement of AI in financial services, centred on governance, accountability, fairness, transparency, consumer protection and managing AI risk.
Digital Personal Data Protection Act, 2023
India's law on processing digital personal data — including the personal data in payment records — based on consent, purpose limitation and security safeguards.
Regulators update these rules by circular, so always check the current text at the source: Reserve Bank of India · NPCI. For Paynancial's own security and compliance posture, see the Trust Center.
Good practice
Getting it right.
- 01Start with the questions you get most
Declines, refunds and payout status are the usual first ones.
- 02Keep a route to a person
Make sure unanswered questions reach someone quickly.
- 03Never share API keys in questions
The assistant never needs your keys.
FAQ
AI Financial Assistant questions.
What does the AI Financial Assistant do?
It answers routine payment questions — such as "why was this transaction declined?" — without a support ticket, and supports operational alerts.
Does it give financial, legal or tax advice?
No. It answers questions about your payments; it is not a source of legal, accounting, tax or investment advice.
What happens if it cannot answer?
The question goes to a person.
Do I need to share API keys with it?
No. Never share API keys in questions.
Talk to us about AI Financial Assistant.
Tell us how your business takes and moves money, and we will show you how it fits.