What are the best ways to handle customer complaints about NFC payments?

Understanding common complaints also requires Root Cause Analysis. When a compliant is raised, categorize them under multiple dimensions such as nature, time raised, vendor, device, monetary value involved in the transaction etc. Once a database is set up, fixing these complaints would be much more easier.

Ask customers for detailed information about the problem. This may include the time of the transaction, the devices involved, and any error messages received, as gathering comprehensive information helps in diagnosing and addressing the issue accurately.

Sometimes, NFC payments may not work because of the tokenization issues either at the issuing bank or the card network end. To backtrack the transaction, it is mandatory to know where metadata is located, and how it should be read. Analysts must be aware of this process, though they need not know everything at a granular level.

Once the compliant is backtracked, a Product Manager should ideally plan out 1. Resolve the issue group with the maximum complaints. 2. Automate the payment decline alert to the corresponding stakeholders so that the frequency of declines are kept in check. 3. Validate the feature for alternate payment avenues such as QR codes. Paying through QR has been prevalent in countries such as Netherlands and India. 4. Acquiring a customer is more difficult and expensive than retaining a customer. So the payment system provider must be responsible for facilitating successful payments.

Soliciting and acting upon feedback is crucial for the development and improvement of the system. Ask for feedback not only from the external stakeholders, but also from the internal stakeholders periodically. Use KPIs and metrics, alongside A/B Testing to continually improve the platform or a product.

Handling customer complaints about NFC payments from the EU and local law perspective involves adhering to various regulations and ensuring that customers are treated fairly. Following are few issues to consider, but specific legal requirements may vary, and it's advisable to consult legal professionals for precise advice: 1)transparent terms and conditions: ensure that the terms and conditions related to NFC payments are clear and easily accessible to customers. Transparency helps manage expectations and can prevent misunderstandings; 2) compliance with PSD2 in the applicable scope; 3) establishing itnternal complaints handling procedures.