DocumentationHosted ExperiencePost-Disbursal Servicing

Issues & Grievances Management

Issues & Grievances Management, or IGM, gives borrowers a structured way to raise and track issues connected to their credit journey. It is available for Personal Loan and Gold Loan journeys across both online and offline flows.

IGM is useful for borrower support, lender coordination, and operational follow-up because the issue is tied to the borrower journey instead of being treated as a disconnected support ticket.

What IGM Handles

Borrowers may need help for many reasons: lender redirection questions, repayment confusion, offer or loan details, document concerns, disbursal questions, or general journey support.

IGM helps by keeping the support request connected to:

  • borrower and journey context
  • lender or provider context
  • loan or order context where available
  • issue category and description
  • status history
  • response and resolution timeline
  • support or grievance contact details where applicable

Availability

ProductOnline journeysOffline journeys
Personal LoanSupportedSupported
Gold LoanSupportedSupported

Status Lifecycle

IGM statuses are intentionally simple so customer teams and borrowers can understand where the issue stands.

StatusMeaning
PROCESSINGThe issue has been received and is being reviewed. This is the active working state.
RESOLVEDA resolution has been provided or the issue has reached a resolution outcome.
CLOSEDThe issue has been closed. This can happen after resolution or when the close action is completed.

IGM Flow

Customer Responsibilities

Your app should make it easy for borrowers to return to the Hosted Experience when they need support after disbursal.

For Hosted Experience integrations:

  • show a clear entry point for active loans or loan support
  • open the Hosted Experience when the borrower needs to view or manage support actions
  • do not expose back-end API keys in the browser or mobile app

For Hybrid Experience integrations:

  • continue using your back-end for journey orchestration
  • hand off the borrower to the Aarthik-hosted surface for IGM actions
  • keep the borrower identity and journey identifiers consistent across sessions

Support Team Guidance

When a borrower contacts your team, ask for enough information to locate the journey, but avoid making the borrower repeat details already captured in the platform.

Useful support context usually includes:

  • borrower identifier used by your application
  • journey or loan reference, if visible to your support team
  • product type, such as Personal Loan or Gold Loan
  • issue status
  • latest borrower-visible message or action
  • screenshots only when they help clarify the borrower problem

Testing Checklist

Before launch, test these scenarios:

  • borrower can find the support or issue entry point after disbursal
  • issue moves into PROCESSING
  • issue can move to RESOLVED
  • issue can move to CLOSED
  • borrower can return to the journey from web and mobile surfaces
  • support teams can identify the borrower journey connected to the issue