Name of Project: Fonepay Complain Management Portal - WebApp Development
Year: 2021
Workstation: FEAT International Pvt. Ltd.
Positions Held: Senior Full Stack Web Developer
Tools Used: Laravel PHP Framework, AOS Library, Axios.js, jQuery, Bootstrap, REST API, etc.

Project Summary

Fonepay Payment Service Limited is a company under F1Soft Group operational since 2004, a diversified Digital Financial Service (DFS) holding company. Fonepay is Nepal's first mobile payment network licensed by the central bank as a Payment System Operator (PSO) and also it is the first Non-card based PSO in Nepal to achieve PCI DSS certification.

However being a payment network has its responsibilities as well. There are alot of issues occuring in the real time transactions when you try to make payments. Sometimes, the amount gets deducted from your bank account, but doesn't get loaded into the receipients account. Likewise, accidental transaction to unknown recipient due to mismatching digit in the phone number. Upon these scenario, the customers can only just report to the company and explain their issue. This was initially being handled on call basis, customers had to call the premises and wait so long for the organization to take effective actions on their query. The chances of losing the trust of customers from using the online payment platform was very high due to this.

Complain Portal

The solution to all these issues and hazard, which was friendly for both the customer end and business end was the  development of a Complain Portal. Through this portal, customers could easily query their issue, along with transaction number, amount and even screenshot to report the issue. On the business side, the compliance team could easily verify through the information provided, what the issue was. This reduced the time and effort previously required due to the manual process of telephone call service.

Application Features

1. The queries from the customers got recorded into the database on a FCFS(First Come First Serve) basis.
2. Having to call the customers was rarely required, assuming that the complain received was clear, to the point and had a proof screenshot.
3. Huge amount of data feed, which could monitor the efficiency of the compliance team as well.
4. Multi-instance access, meaning that multiple users could access the application at the same time from any place.
5. Easy user interface where upon every complain submitted, the customers would get an SMS and email informing that their complain has been submitted. And upon toggle of complain status through the Control Centre by the compliance team, another SMS mentioning that the complain has been resolved would be sent to the customer.

Screenshot Demo