Money is debited but not received by the merchant

My name is ------and I am here to assist you on the reported transaction.
Rs. <amount> dated <date> vide ref ID <ref ID>. Is this the transaction in question?
I will check this for you; your patience is appreciated.
Thank you for staying online, and sorry for the wait.

1. Login to Admin Portal
2. Go to UPI section > Customer Search
3. Enter mobile number > Apply
4. Go to UPI Transaction tab and check status
5. Agent to communicate the status

If the issue remains unresolved and customer wants to escalate
As mentioned, since you have already raised a complaint with the bank and  the complaint / grievance remains unresolved, you may further escalate the issue to NPCI for resolution by sharing the details on following link . The issue will be actioned and you shall receive a communication directly.
https://www.npci.org.in/what-we-do/upi/dispute-redressal-mechanism

A) If the customer comes within/beyond 2 working days of the transaction and the status shows as pending, 
 We wish to inform you that majority of UPI Payments gets successful instantly and money is added to the receiver's bank account at that moment itself. In rare cases, due to technical issue, there may a delay. Please wait for 24-48 hrs to view the final status of transaction- Success or Failed. For failed payments, money will be credited back to to your bank .
If the issue remains unresolved and customer wants to escalate-  udir option is given
As mentioned, since you have already raised a complaint with the bank and  the complaint / grievance remains unresolved, you may further escalate the issue to NPCI for resolution by sharing the details on following link . The issue will be actioned and you shall receive a communication directly.
https://www.npci.org.in/what-we-do/upi/dispute-redressal-mechanism

B) If the customer calls within/beyond 2 working days of the transaction and the status shows as successful,  We wish to inform you that  the transaction of Rs. <amount> dated <date> is succesful vide  < trxn ref ID > as per records.
 Please ask the merchant to check the relevant bank account statement for receipt confirmation.
If money has debited from your account but the merchant says they didn't receive the credit or refund, contact your bank to file a chargeback. You can file a chargeback on the bank's official website or by visiting the physical bank branch.""
If the issue remains unresolved and customer wants to escalate-  udir option is given
As mentioned, since you have already raised a complaint with the bank and  the complaint / grievance remains unresolved, you may further escalate the issue to NPCI for resolution by sharing the details on following link . The issue will be actioned and you shall receive a communication directly.
https://www.npci.org.in/what-we-do/upi/dispute-redressal-mechanism

C) If the customer calls within/beyond 2 working days of the transaction and the status is failed , We wish to inform you that ""The transaction is failed, and the amount of < Rs  > was refunded to your bank account on < Date > vide <refund 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.""
When UDIR option is given
As mentioned, since you have already raised a complaint with the bank and  the complaint / grievance remains unresolved, you may further escalate the issue to NPCI for resolution by sharing the details on following link . The issue will be actioned and you shall receive a communication directly.
https://www.npci.org.in/what-we-do/upi/dispute-redressal-mechanism" 

A) If the customer comes within/beyond 2 working days of the transaction and the status shows as pending, 
 We wish to inform you that majority of UPI Payments gets successful instantly and money is added to the receiver's bank account at that moment itself. In rare cases, due to technical issue, there may a delay. Please wait for 24-48 hrs to view the final status of transaction- Success or Failed. For failed payments, money will be credited back to to your bank .
If the issue remains unresolved and customer wants to escalate-  udir option is given
As mentioned, since you have already raised a complaint with the bank and  the complaint / grievance remains unresolved, you may further escalate the issue to NPCI for resolution by sharing the details on following link . The issue will be actioned and you shall receive a communication directly.
https://www.npci.org.in/what-we-do/upi/dispute-redressal-mechanism

B) If the customer calls within/beyond 2 working days of the transaction and the status shows as successful,  We wish to inform you that  the transaction of Rs. <amount> dated <date> is succesful vide  < trxn ref ID > as per records.
 Please ask the merchant to check the relevant bank account statement for receipt confirmation.
If money has debited from your account but the merchant says they didn't receive the credit or refund, contact your bank to file a chargeback. You can file a chargeback on the bank's official website or by visiting the physical bank branch.""
If the issue remains unresolved and customer wants to escalate-  udir option is given

As mentioned, since you have already raised a complaint with the bank and  the complaint / grievance remains unresolved, you may further escalate the issue to NPCI for resolution by sharing the details on following link . The issue will be actioned and you shall receive a communication directly.
https://www.npci.org.in/what-we-do/upi/dispute-redressal-mechanism

C) If the customer calls within/beyond 2 working days of the transaction and the status is failed , We wish to inform you that ""The transaction is failed, and the amount of < Rs  > was refunded to your bankaccount on < Date > vide <refund 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.""
When UDIR option is given
As mentioned, since you have already raised a complaint with the bank and  the complaint / grievance remains unresolved, you may further escalate the issue to NPCI for resolution by sharing the details on following link . The issue will be actioned and you shall receive a communication directly.
https://www.npci.org.in/what-we-do/upi/dispute-redressal-mechanism"