WhatsApp is currently developing a 24-hour customer support for rendering payments services which will be rolled out in India in the coming weeks. Through the Unified Payment Interface (UPI), this Facebook-owned messaging app allows users to easily receive and send money via their UPI-linked bank accounts.
With over 1.5 billion global users and 200 million users in India, WhatsApp has its largest customer base in India. The beta testing of the payments services has begun in India in the last few months and nearly one million users in India are “testing” the services that rival the likes of Paytm and the newly launched Tez. Testers noted that while the WhatsApp interface displayed a list of supported banks, the settings menu displayed the payments feature. To avail the service, users have to verify their mobile number through an SMS and later choose a bank to send or receive payments.
A WhatsApp spokesperson informed news agency PTI, “We will provide 24-hour customer support. Payments users can contact the support team via e-mail and a toll-free number (when the service is rolled out in India).” The spokesperson who declined to reveal the launch date stated that the customer support for the payment service is available in English, Hindi, Marathi as well as Gujarati. The industry watchers, however, expect WhatsApp to announce its decision in the next few weeks.
Ahead of the launch, WhatsApp will be updating its privacy policy and terms of service so that users can “reflect the addition of payment interoperability features”. As per the updated terms of WhatsApp’s payment services, the payment once made by the user will be final and chargebacks or refunds are unavailable. The spokesperson reportedly said, “WhatsApp is not liable for unauthorised transactions. We assume no responsibility for the underlying transaction of funds, or the actions or identity of any transfer recipient or sender.”
Regarding the details of how the payments services work, WhatsApp has closely engaged with National Payments Corporation of India (NPCI), bank partners, and the government of India. The messaging app will help users resolve their queries either through e-mails or with the help of a toll-free number. In case of any disputes regarding the payments services, the users may have to reach out to banks, added the spokesperson.
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