Failed Transaction Resolver · Architecture
How it works
Failures detected
342
todayAuto-reversed
278
81% auto rateManual review
38
26 pendingAvg resolution
4.2 min
median 2.1 minTotal reversed
₹1.84 Cr
99.7% SLA complianceAgent pipeline6 modules · 4 LLM decision points
🔔Failure DetectionMonitors CBS, switch logs and NPCI callbacks for debit-credit mismatches, timeouts and EJ discrepancies in real-time.
🏷️Classification EngineClassifies failure type from txn metadata, channel, response codes, and timing patternsLLM
📋Detail RetrievalFetches supporting data: EJ logs, switch responses, NPCI UDIR status, CBS entries.
⚖️EJ/Switch ReconciliationReconciles EJ log entries against switch response codes and CBS debit recordsLLM
↩️Auto-Reversal EngineDecides reversal eligibility based on evidence, limits, and compliance rulesLLM
📨Customer CommunicationGenerates empathetic, regulation-compliant customer messages with case-specific detailsLLM
Failure type distribution342 failures today
DWC · 124DUP · 68ATM · 42PEND · 58NACH · 28CARD · 22
SLA compliance99.7%
Within T+172%
Within T+391%
Within T+5 (SLA)99%
Status breakdown
detected
14
classified
22
investigating
38
reversed
218
escalated
26
closed
24
Case queue
10 cases
| Customer | Txn ID | Amount | Failure Type | Channel | Status | Auto-Reversed | Root Cause | Last Action |
|---|---|---|---|---|---|---|---|---|
Anita Deshmukh C-90124 | TXN-UPI-98201834 | ₹24,500 | Debit without credit | UPI | reversed | Yes | NPCI timeout — credit confirmation not received within 30s | Auto-reversal completed, SMS sent 2m ago |
Ravi Shankar C-90218 | TXN-ATM-44120987 | ₹10,000 | ATM cash not dispensed | ATM | investigating | No | EJ log shows partial dispense — 5 notes out of 10 jammed | EJ reconciliation in progress 28m ago |
Meera Joshi C-90342 | TXN-UPI-98201901 | ₹1,500 | Duplicate debit | UPI | reversed | Yes | Duplicate debit due to retry on network timeout — same RRN | Duplicate reversal processed, customer notified 8m ago |
Suresh Patel C-90455 | TXN-NEFT-77832010 | ₹85,000 | Debit without credit | NEFT | escalated | No | Beneficiary bank did not acknowledge credit — NEFT return pending | Escalated to NEFT ops team for manual RBI trace 14h ago |
Pooja Reddy C-90567 | TXN-UPI-98202044 | ₹3,200 | Payment stuck pending | UPI | closed | No | Deemed timeout — NPCI confirmed credit posted to beneficiary at T+4h | Case closed — transaction successful, customer informed 3h ago |
Karan Malhotra C-90689 | TXN-NACH-55108822 | ₹48,200 | Mandate debit failure | NACH | classified | No | Mandate revoked by customer on D-1 but debit still executed | Classification complete — queued for reversal review 3h ago |
Divya Nair C-90712 | TXN-CARD-33290156 | ₹7,800 | Card decline reversal | Card | reversed | Yes | Merchant POS declined but acquirer processed — auth code mismatch | Instant reversal, push notification sent 1h ago |
Amit Verma C-90834 | TXN-UPI-98202188 | ₹1.5L | Debit without credit | UPI | escalated | No | Amount exceeds auto-reversal limit (₹1L) — manual review required | Flagged for senior ops sign-off 15m ago |
Lakshmi Sundaram C-90956 | TXN-ATM-44121102 | ₹20,000 | ATM cash not dispensed | ATM | detected | No | Awaiting EJ log fetch from ATM switch | Failure detected — awaiting classification just now |
Harpreet Kaur C-91001 | TXN-UPI-98202301 | ₹5,600 | Duplicate debit | UPI | reversed | Yes | Duplicate debit — identical amount, payee, and timestamp within 2s | Auto-reversal + SMS confirmation 5m ago |
LLM decision points6 decision gates
LLMFailure Classification
InputTransaction metadata, channel, response codes, timestamps
OutputFailure type (1 of 6), confidence score, reasoning
Confidence gate≥ 85% for auto-action; < 85% → manual review
LLMEJ Reconciliation
InputEJ log entries, switch response, CBS debit record, ATM sensor data
OutputReconciliation verdict (match / partial / mismatch), dispense status
Confidence gate≥ 90% for ATM cases; partial dispense always escalated
LLMRoot Cause Analysis
InputClassification result, reconciliation data, historical patterns
OutputRoot cause narrative, contributing factors, recurrence risk
Confidence gate≥ 80% for auto-tagging; lower confidence triggers ops review
LLMAuto-Reversal Decisioning
InputRoot cause, txn amount, compliance rules, customer history
OutputReversal decision (approve / escalate / hold), reversal amount
Confidence gate≥ 95% and within limits for auto-reversal; else sign-off required
LLMCustomer Communication
InputCase status, failure type, reversal outcome, customer profile
OutputPersonalised SMS/push/email text, tone-checked and compliance-verified
Confidence gateAlways generated; human review if sentiment score < 0.7
LLMTrend Analysis
InputRolling 7-day failure data, channel-wise patterns, merchant/ATM IDs
OutputAnomaly alerts, systemic failure flags, recommended preventive actions
Confidence gate≥ 75% for alert; < 75% → added to watchlist only
Compliance guardrailsAll enforced · RBI + NPCI
✓
RBI Failed Txn Circular — T+5 days reversalSLA timer starts at detection; auto-escalation at T+3 if unresolved
✓
NPCI UDIR — 24-hour dispute windowUDIR dispute auto-raised within 4 hours of detection for UPI failures
✓
Auto-reversal limit: ₹1L (UPI), ₹50K (ATM)Amount check before auto-reversal; exceeding limit requires manual sign-off
✓
Customer communication mandatorySMS/push sent at detection, classification, and resolution — no silent closures
✓
Interest on delayed reversal (> T+5)System calculates and credits interest at savings rate for delays beyond SLA
Connectors required8 integrations
Payment Switch (NPCI)Real-time UPI, IMPS, NEFT transaction status, response codes, and RRN mapping
ISO 8583 / RESTBidirectional
ATM EJ SystemElectronic journal logs from ATM switches — dispense status, sensor data, error codes
FTP / REST APIRead
NPCI UDIRUnified Dispute and Issue Resolution portal for raising and tracking UPI disputes
REST APIBidirectional
Core Banking SystemAccount balances, debit/credit entries, reversal posting, hold/release
REST API / JDBCBidirectional
CRMCustomer case records, interaction history, complaint tracking, SLA timers
REST APIBidirectional
Notification GatewaySMS, push notification, and email dispatch with delivery receipts and template management
REST + WebhookWrite
Data WarehouseHistorical failure data, trend analytics, model training datasets, regulatory reports
JDBC / RESTWrite + Query
LLM APIClaude API — classification, reconciliation, root cause analysis, message generation
HTTPSRequest/Response
End-to-end agent workflowFull orchestration pipeline
End-to-end resolution of UPI, IMPS, NEFT, and ATM transaction failures — from detection and root cause classification through auto-reversal decisioning, customer communication, and NPCI UDIR dispute lifecycle.
Workflow execution sequence
Node types & classificationsStartLLM Decision PointDecision GateEscalationOutcomeHuman-in-the-LoopProvision / Protocol