Page 89 - ITU-T Focus Group Digital Financial Services – Recommendations

ITU-T Focus Group Digital Financial Services
Recommendations

Title of recommendation Specialized staff for transaction errors
Working Group/Work Stream Consumer Experience and Protection

Theme Revocability
Audience for recommendation DFS Providers

Customers calling customer care to report a mistaken transaction should be directed to a specially trained team
at the call center to speed resolution (e.g., before recipient of an erroneous transaction withdraws the funds).

Research shows that sending transfers to the incorrect recipient is one of the most common problems
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experienced by DFS users. Resolving incorrect transactions is also time sensitive, as in many markets, once
the incorrect recipient has withdrawn the money, the sender no longer has recourse to retrieve the funds. For
these reasons, providers’ customer care should prioritize resolving incorrect transfers.
In order to ensure rapid responses, providers should have escalation procedures and a specially trained call
center team where calls related to incorrect transactions are routed. This team should be trained in the
providers’ policies and procedures for resolution of reported incorrect transactions and be able to act quickly
to resolve the transaction before the incorrect recipient has a chance to withdraw the funds.

Providers should also ensure that customers are well-informed about how to reach customer care. The Better
Than Cash Alliance guidelines recommend that customers be given contact details for a 24-hour hotline to
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notify the DFS provider about a mistaken or unauthorized transaction.

46 Better Than Cash Alliance, Responsible Digital Payments Guidelines (2016) http:// www. uncdf. org/ sites/ default/ files/ Documents/
btca- responsible_ digital_ payments_ guidelines_ and_ background. pdf

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