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Issue Type

Amount paid twice for an order or booking
 

Initial Response

My name is ------and I am here to assist you on <issue> < Rs  >  < Dated ------- > vide <ref ID  ______________  . 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 UPI section.
 3. Go to Customer search 
4. Enter the mobile number and click on apply. 
5. Navigate to UPI TRANSACTION tab Agent will check the details/ status of the transaction

Response

-

SR Closure Comment

If the transaction is successful, 

We find that the said transaction of  < Rs  > was settled with the <Name> vide <trxn ref ID > on < Date >

If you have paid twice for an order or booking, we recommend that you contact the merchant directly, inform them about the double payment and request a refund for the excess amount you have paid. The merchant should be able to assist you by verifying their payment records and initiating the refund. 

If the merchant refuses to refund the amount, please contact your bank directly and raise a complaint with the details of the relevant payment. 
Below are the details of the transaction you have selected:
Transaction date
Transaction Amount
Transaction ref no

If the transaction is failed,
We wish to inform you tht 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