Complaint

GENERAL FLOW :

• These APIs allow merchants to manage transaction-related complaints efficiently.

• Merchants can submit complaints using the Submit Complaint API by providing relevant details and optional evidence, such as complaint descriptions and images.

• Once a complaint is submitted, a unique complaint reference ID is generated.

• This reference ID can be used to track the status and updates of the complaint through the status-check API.

• The APIs provide a secure and streamlined process for reporting and resolving transaction issues.

• Merchants receive real-time responses and status updates regarding the complaint.

SECURITY CONSIDERATIONS :

All APIs in this document follow these common security protocols:

1. HTTPS Requests: All requests are secured and must be sent over HTTPS.

2. POST Method Only: Only POST requests are permitted for API interactions.

3. API Header Requirements: Each request must include the following:

   • Token: The provided authentication token.

   • Content-Type: Set to application/json.

4. Signature Verification:

   • A signature hash must accompany the request parameters for verification.

   • Details of the signature verification process can be found at the end of this document.

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1. Submit Complaint

• The Complaint Submission API enables merchants to submit transaction-related complaints.

• Merchants must provide essential details such as pid, order_id, ref_code, and signature for verification.

• Optionally, merchants can include a detailed complaint_description and attach supporting evidence through base64-encoded screenshot_images.

• Upon successful submission, the API processes the complaint and logs it into the system.

• A unique complaint reference ID is generated, allowing the merchant to track the status of the complaint.

Submit Complaint

POST https://<domain>/api/complaint/submit_complaint.php

The Complaint Submission API enables merchants to submit transaction-related complaints.

Headers

Name	Value
Content-Type	application/json
Authorization	Bearer <token>

Body

Name	Type	Description	Mandatory
pid	string	Merchant’s unique PID	Yes
order_id	string	The customer order ID of the transaction related to the complaint.	Yes
ref_code	string	The unique reference code of the transaction	Yes
signature	string	Generated signature for verification (signature generation process provided at the end of the documentation)	Yes
complaint_description	string	A detailed description of the complaint	No
screenshot_images	array	Array of base64-encoded images related to the complaint (JPEG/PNG)	No

Note : screenshot_images must be an array and base64-encoded.

Sample Request

Request

{
  "pid": "095127238648392",
  "order_id": "ORD10001",
  "ref_code": "90djjwiw5cc079872e6d049746c38d8a8ad8dcc51d5f85aaxdnnwz9",
  "signature": "d3b07384d113edec49eaa6238ad5ff00...",
  "complaint_description": "Payment issue description",
  "screenshot_images": [
    "data:image/png;base64,iVBORw0KGgoAAAANSUhEUgA...",
    "data:image/png;base64,jJSLK342LKJ9sYFwO4fD==..."
  ]
}

Response

200

{
    "status": "success",
    "message": "Complaint submitted successfully",
    "complaint_reference_id": "3787b74e09eb442f7ba0c74e2zx38dnjdwd8b177f5161b499djjw"
}

400

//400 Bad Request: If required fields are missing.
//401 Unauthorized: If authentication fails.
//500 Internal Server Error: In case of a server issue.

{
    "status": "error",
    "message": "Verification failed"
}

1. View Complaint Info

• The Complaint Status API enables merchants to retrieve the status of a previously submitted complaint.

• Merchants must use the complaint reference ID provided upon successful complaint submission.

• The API provides the following details:

  • Status of the complaint.

  • Comments made on the complaint.

  • Any screenshot images submitted with the complaint.

  • Associated transaction details related to the complaint.

View Complaint Info

POST /https://<domain>/api/complaint/complaint_info.php

The Complaint Status API enables merchants to retrieve the status of a previously submitted complaint.

Headers

Name	Value
Content-Type	application/json
Authorization	Bearer <token>

Body

Name	Type	Description	Mandatory
pid	string	Merchant's unique PID.	Yes
complaint_reference_id	string	The complaint reference ID provided after successful complaint submission.	Yes
signature	string	Signature for verification (signature generation process provided at the end of the documentation).	Yes

Sample Request

Request Body

{
    "pid": "3787b74e09eb442f7ba0c74e2zx38dnjdwd8b177f5161b499djjw",
    "complaint_reference_id": "3787b74e09eb442f7ba0c74e2zx38dnjdwd8b177f5161b499djjw",
    "signature": "d3b07384d113edec49eaa6238ad5ff00...."
}

Sample Response

200

{
    "status": "success",
    "complaint_statistics": {
        "complaint_details": [
            {
                "complaint_registered_time": "17-09-2024 06:39:42 AM",
                "complaint_updated_time": "17-09-2024 07:10:54 AM",
                "complaint_status": "Resolved",
                "complaint_reference_id": "3787b74e09eb442f7ba0c74e2zx38dnjdwd8b177f5161b499djjw ",
                "screenshot_images": [
                    {
                        "added_time": "17-09-2024 06:39:42 AM",
                        "image_link": "https://money.payatom.in/admin/image_upload/img_path.php?code=jd9302e2d440dde234a1ae99c203c17f48d2k202e-odwd302e2"
                    }
                ],
                "comments": [
                    {
                        "added_time": "17-09-2024 06:39:42 AM",
                        "complaint_description": " Payment issue description "
                    },
                ]
            }
        ],
        "order_details": [
            {
                "transaction_requested_time": "17-09-2024 06:06:35 AM",
                "transaction_updated_time": "17-09-2024 07:10:37 AM",
                "amount_requested": "200",
                "amount_received": "200",
                "received_upi": "smsmnwu@ibl",
                "sender_upi": "demo@upi",
                "internal_order_id": "xxmx",
                "customer_order_id": "2VCCPBFAS2H24",
                "transaction_status": "Late Approved",
                "ref_code": "e3543231e6041b6c17001c6de6b6a2e04c3eb0d5ed3e39d23ade20ccb3b0f53a"
            }
        ],
        "operator_log": [
            {
                "activity_time": "17-09-2024 06:26:37 AM",
                "transaction_amount": "0",
                "user_type": "Automated",
                "operator_email": "Timeout",
                "old_status": "Pending",
                "new_status": "User Timed Out",
                "previous_balance": 19167100
            },
            {
                "activity_time": "17-09-2024 07:10:37 AM",
                "transaction_amount": "200",
                "user_type": "xxx",
                "operator_email": "xxx",
                "old_status": "User Timed Out",
                "new_status": "Late Approved",
                "previous_balance": 19172800
            }
        ],
        "webhook_log": [
            {
                "time": "17-09-2024 06:27:19 AM",
                "payment_status": "User Timed Out",
                "http_code": "200",
                "retry_count": "0",
                "redirect_url": " https://redirect//...""
            },
            {
                "time": "17-09-2024 07:11:21 AM",
                "payment_status": "Late Approved",
                "http_code": "200",
                "retry_count": "0",
                "redirect_url": "https://redirect//..."
            }
        ]
    }
}

400

//400 Bad Request: If required fields are missing.
//401 Unauthorized: If authentication or signature verification fails.
//500 Internal Server Error: In case of a server issue.
{
    "status": "error",
    "message": "Invalid Complaint Reference ID"
}

SIGNATURE GENERATION :

1. For Complaint Submit API

• Concatenate request parameters pid, ref_code and order_id along with the secret_key of merchant.

• Hash the concatenated string using sha256 to create the signature.

PHP Example

function generateSignature($pid, $secret_key, $ref_code, $order_id)
{

//Concatenate the inputs
$data = $pid . $secret_key . $ref_code . $order_id;
//Generate SHA-256 hash
    $signature = hash('sha256',  $data);
    return  $signature;
}

//Example usage
$pid = "your_pid";
$secret_key = "your_secret_key";
$ref_code = "your_ref_code";
$order_id = "your_order_id" ;
$signature = generateSignature($pid, $secret_key, $ref_code, $order_id);
echo $signature;

Python Example

import hashlib

def generate_signature(pid, secret_key, ref_code, order_id):
    # Concatenate the inputs
    data = pid + secret_key + ref_code + order_id
    # Generate SHA-256 hash
    signature = hashlib.sha256(data.encode()).hexdigest()
    return signature

# Example usage 
pid = "your_pid" 
secret_key = "your_secret_key"
ref_code = "your_ref_code"
order_id = "your_order_id" 

print(generate_signature(pid, secret_key, ref_code, order_id))

1. For Complaint info API

• Concatenate request parameters pid and complaint_reference_id along with the secret_key of merchant.

• Hash the concatenated string using sha256 to create the signature

PHP Example

function generateSignature($pid, $secret_key, $complaint_reference_id)
{

//Concatenate the inputs
$data = $pid . $secret_key . $complaint_reference_id;
//Generate SHA-256 hash
    $signature = hash('sha256',  $data);
    return  $signature;
}

//Example usage
$pid = "your_pid";
$secret_key = "your_secret_key";
$complaint_reference_id = "your_complaint_reference_id";
$signature = generateSignature($pid, $secret_key, $complaint_reference_id);
echo $signature;

Python Example

import hashlib

def generate_signature(pid, secret_key, complaint_reference_id):
    # Concatenate the inputs
    data = pid + secret_key + complaint_reference_id
    # Generate SHA-256 hash
    signature = hashlib.sha256(data.encode()).hexdigest()
    return signature

# Example usage 
pid = "your_pid" 
secret_key = "your_secret_key"
complaint_reference_id = "your_complaint_reference_id"

print(generate_signature(pid, secret_key, ref_code, order_id))