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Issue Type

Money is deducted but not received by beneficiary
 

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

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SR Closure Comment

A) If the customer comes within 48 hours of the transaction and the status still shows as pending, 
We wish to inform you that as per record, the transaction of Rs.----- dated ----- is pending. As per process, most UPI payments go through instantly, and the money is immediately credited to the receiver's bank account. However, sometimes, there might be a delay due to technical issues. Please wait for 24-48 hours to see the final status of your transaction—whether it was successful or failed. In case of failed payments, the money will be refunded back to your bank account within 3 working days""

B) If the customer comes within/beyond 48 hours of the transaction and the status still shows as successful, ""The transaction of Rs <amount> is successful as per record and the money is deposited into the receiver's account <name> on <date> vide txn ref no <txn ID> Please ask the receiver to check the relevant bank account statement for receipt confirmation.""

C) If the customer comes within/beyond 48 hours of the transaction and the status is failed, 
 ""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.