> For clean Markdown of any page, append .md to the page URL.
> For a complete documentation index, see https://docs.credit.aarthiklabs.com/llms.txt.
> For AI client integration (Claude Code, Cursor, etc.), connect to the MCP server at https://docs.credit.aarthiklabs.com/_mcp/server.

# Issues & Grievances Management

> Understand how borrower issues and grievances are handled inside the credit journey.

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.

For Hybrid Experience integrations, IGM actions happen inside the hosted handoff surface. Your back-end continues to own orchestration, but the borrower support experience is handled by the Aarthik-hosted journey.

## 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

| Product       | Online journeys | Offline journeys |
| ------------- | --------------- | ---------------- |
| Personal Loan | Supported       | Supported        |
| Gold Loan     | Supported       | Supported        |

## Status Lifecycle

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

| Status       | Meaning                                                                                            |
| ------------ | -------------------------------------------------------------------------------------------------- |
| `PROCESSING` | The issue has been received and is being reviewed. This is the active working state.               |
| `RESOLVED`   | A resolution has been provided or the issue has reached a resolution outcome.                      |
| `CLOSED`     | The issue has been closed. This can happen after resolution or when the close action is completed. |

## IGM Flow

```mermaid
flowchart TD
  A["Borrower opens hosted handoff or loan details"] --> B["Borrower raises issue or grievance"]
  B --> C["Aarthik Labs records journey, lender, and issue context"]
  C --> D["Status: PROCESSING"]
  D --> E["Support or lender reviews the issue"]
  E --> F{"Can the issue be resolved?"}
  F -->|Yes| G["Status: RESOLVED"]
  G --> H["Issue is closed after completion"]
  H --> I["Status: CLOSED"]
  F -->|More follow-up needed| D
```

## Customer Responsibilities

Your app should make it easy for borrowers to return to the hosted handoff surface when they need support after disbursal.

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
* provide a clear entry point for active loans or loan support in your app

## 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