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Issue Type

UPI Transaction is pending

 

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

Incase the customer comes within 48 hours 
As per record, the transaction of Rs.---- dated ------ is pending"".Please wait for 24 - 48 hours for the final status.
Incase the customer comes beyond  beyond 48 hrs and transaction is pending
As per record, the transaction of Rs.---- dated ------ is pending  We would take up the matter internally and update the status in 2 working days""
If the customer is irate and want to escalate the matter
We are sorry for the inconvenience and would like to inform you that you can 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 within 2 working days.
https://www.npci.org.in/what-we-do/upi/dispute-redressal-mechanism