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Issue Type

Refund not received for failed merchant transaction

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 (These details will be displayed in the history of the customers chat) and click on apply.  
5. The details of the particular customer will be displayed. 
6. Navigate to UPI TRANSACTION tab
Agent will check the details/ status of the transaction  

Response

Incase customer has come within 48 hours, 
As per records, your transaction of < Rs  >  < Dated ------- > vide <ref ID  ______________ is failed. Incase of debit, the amount will be refunded to your account within 3 working days.
Incase customer has come beyond 48 hours
Our records shows that your payment of Rs, ------- dated -------- has failed due to the following reason.
Mention the reason   (------------)
In case of debit,  money will be refunded back to your account within 3 working days. You can check your bank account statement for the refund confirmation. 
In case the refund is not reflecting in your account within 3 working days, please reach out to your bank's customer care with the Txn ref number, Date of transaction and the amount.
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

SR Closure Comment

Incase customer has come within 48 hours, 
As per records, your transaction of < Rs  >  < Dated ------- > vide <ref ID  ______________ is failed. Incase of debit, the amount will be refunded to your account within 3 working days.
Incase customer has come beyond 48 hours
Our records shows that your payment of Rs, ------- dated -------- has failed due to the following reason.
Mention the reason   (------------)
In case of debit,  money will be refunded back to your account within 3 working days. You can check your bank account statement for the refund confirmation. 
In case the refund is not reflecting in your account within 3 working days, please reach out to your bank's customer care with the Txn ref number, Date of transaction and the amount.
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