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SystemConsumer & BNPL

Disputes & Complaints

Disputes & Complaints Desk

Every dispute and complaint classified, on its clock and answered with evidence, long before a regulator asks.

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SystemA crew of agents runs a whole process; people decide.
6specialist agents
4kinds of input
Soonfilm in production
The problem

Why it matters

Disputes and complaints arrive by email, app, call and regulator portal; teams miss Reg Z’s 30-day acknowledgment or let a complaint pass 30 days and reach the RBI Ombudsman.

What it does

How the solution handles it

Agents read each message, decide whether it is a billing error, a complaint or fraud, start the matching clock (Reg Z 30/90 days, RBI 30 days), gather statements and merchant records and draft a reply in plain words. A complaints manager approves every reply; trends go to product owners.

How it works

How a complaint moves

Six agents read, classify, set the clock, gather evidence, draft the reply and spot repeat causes; a complaints manager approves every reply.

What comes in
Complaints in4 channels · email, call, app, regulator portal
Agents at work
Complaint readerany channel
Then
Case classifierdispute or complaint
Clock setterReg Z, RBI 30 days
Then
Evidence gathererstatements, merchant
Then
Reply writercited, plain words
Then
Trend spotterrepeat root causes
A person decides
Complaints managerapproves every reply
What comes out
Resolved case
Reply sent
Root causes
In and out

What it reads, and what it hands back.

What goes in

  • Complaint emails, chats and call notes
  • Statements and transaction records
  • CFPB and RBI CMS portal complaints
  • Merchant and BNPL partner records

What comes out

  • Classified case with its legal clock
  • Draft reply, each fact cited
  • Root-cause trends
  • Regulator-ready case file

Who uses it

CMComplaints managerDADisputes analystCOCompliance officerPOProduct owner
What it changes

The difference, in numbers.

Every figure is labelled: a target the solution is built to, an estimate, a typical published result, or a proven one.

target
25days
to spare on 30-day acknowledgment and complaint windows
Answered on day 5
30-day window
target
15min
per case, from receipt to an evidenced draft reply
By hand1–2 hrs
With agents≈ 15 min
target
Every
complaint tagged to a product and root cause

Sources: 12 CFR 1026.13 (Reg Z: 60-day notice, 30-day acknowledgment, 2 cycles / 90 days) · RBI Integrated Ombudsman Scheme, 2021 · “Target” = design goal, measured in the live solution · agents = the live solution’s configuration

Built on the engine

6 specialist agents. One person decides.

Complaint readerany channel, any language
Case classifierbilling error or complaint
Clock setterstarts the right clock
Evidence gathererthe records behind the claim
Reply writera reply the customer can read
Trend spotterfixes, not just answers
Complaints managerapproves every reply
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