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Issue Type

Recharge failed but money not received
 

Initial Response

My name is ------and I am here to assist you on Recharge failed but money not received
Rs. …... sent to  …...... On.................... . Is this the transaction that you are facing issue with?
I will look into this issue, which may take a few minutes. Your patience is greatly appreciated.
Thank you for being online, and I apologize for the longer wait. 

Agent Action

1. Agent will login to the Admin Portal
2. Click on the BBPS section.
3. Go to the Transactions.
4. Enter the BBPS ref no or UPI ref no, biller category, payment method and the date range (These details will be displayed in the history of the customer’s chat) and click on apply.
5. The details of the particular transaction will be displayed. Agent will check the status of the transaction along with the refund status (from the refund tab).  

Response

Incase customer has come within 2 business working days, 
As per records, your transaction of < Rs  >  < Dated ------- > vide <ref ID  ______________ is failed. Please wait for 24 hrs to view the status of refund.
Incase customer has come within/beyond 2 business days and refund is processed,
As per records, Your transaction is failed, and the amount of <Rs> has been refunded to your bank account on <Date> with the refund reference ID <refund ref ID>. We would request you to check your bank statement to verify the refund confirmation.
If the refund is not reflected in your account, we suggest contacting your bank with the following details: 
Transaction reference number <---------->
Date of transaction  <---------->
Amount  <---------->

SR Closure Comment

Incase customer has come within 2 business working days, 
As per records, your transaction of < Rs  >  < Dated ------- > vide <ref ID  ______________ is failed. Please wait for 24 hrs to view the status of refund.
Incase customer has come within/beyond 2 business days and refund is processed,
As per records, Your transaction is failed, and the amount of <Rs> has been refunded to your bankaccount on <Date> with the refund reference ID <refund ref ID>. We would request you to check your bank statement to verify the refund confirmation.
If the refund is not reflected in your account, we suggest contacting your bank with the following details: 
Transaction reference number <---------->
Date of transaction  <---------->
Amount  <---------->