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Issue Type

Bill paid twice

Initial Response

My name is ------and I am here to assist you on <issue>
  < Rs  > was settled with the <Name> on < Date > . 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 customers chat) and click on apply.  
5. The details of the particular transaction will be displayed. 
Agent will check the status of the transaction  

Response

If the transaction is successful,
We find that the said transaction of  < Rs  > was settled with the <Name> vide <biller ref ID > on < Date > .
Once the transaction is successfully processed by the biller, it cannot be reversed at our end. In such a case, we would advise you to connect with the service provider with the
1.  trxn id
2. amount
3. date of transaction and the biller reference number.
In case the transaction is failed,
The transaction is failed, and the amount of < Rs  > was refunded to your bankaccount on < Date > with the  < trxn ref ID >.You can check your bank account statement for the refund confirmation. 
In case the refund is not reflecting in your account, please reach out to your bank's customer care with the Txn ref number, Date of transaction and the amount.

SR Closure Comment

If the transaction is successful,
We find that the said transaction of  < Rs  > was settled with the <Name> vide <biller ref ID > on < Date > .
Once the transaction is successfully processed by the biller, it cannot be reversed at our end. In such a case, we would advise you to connect with the service provider with the
1.  trxn id
2. amount
3. date of transaction and the biller reference number.
In case the transaction is failed,
The transaction is failed, and the amount of < Rs  > was refunded to your bankaccount on < Date > with the  < trxn ref ID >.You can check your bank account statement for the refund confirmation. 
In case the refund is not reflecting in your account, please reach out to your bank's customer care with the Txn ref number, Date of transaction and the amount.