Ahead of its full service launch, WhatsApp plans to offer 24-hour customer support for payments services in India. Almost one million people are “testing” WhatsApp’s payments service in India.
“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),” a WhatsApp spokesperson told PTI.
Facebook-owned WhatsApp, with more than 1.5 billion users globally, has over 200 million users in India. “We’ll be updating our WhatsApp payments Terms of Service and Privacy Policy to provide simpler language on how the payments feature operates. It also reflects the addition of payment interoperability features we’ve added since the beta started,” a WhatsApp spokesperson told PTI.
While WhatsApp is yet to announce the official date of launch of its UPI-based payments service, industry watchers expect an announcement to come in the next few weeks.
The spokesperson told PTI that the support will be available in English as well as three Indian languages — Hindi, Marathi and Gujarati.
Under the updated terms, WhatsApp states that it will not provide refunds or facilitate chargebacks as once a user submits a payment, it is final.
“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,” it adds.
The spokesperson explained that while users can connect with WhatsApp for queries related to the payments offering, they would have to reach out to their banks for any dispute resolution.
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