Use the information below to troubleshoot if:
- The product or service you ordered was missing or unsatisfactory.
- You sent money to a merchant but the transaction hasn't been successful.
Fix issues with order delivery or quality
If the product or service your ordered was missing or unsatisfactory, contact the merchant’s customer support.
Fix issues with payments to merchants
If you sent money to a merchant but the transaction hasn’t been successful, use the information below to troubleshoot.
Important: After you've sent money to a merchant, you can't cancel the transaction.
Step 1: Check transaction status
- Open Google Pay
. - Go to your transaction history.
- To view more details, select the transaction.
.Payment is successful
The merchant receives the money. For a refund, contact the merchant.
Merchant says they didn’t get a refund or credit
To file a chargeback, contact the bank. You can either visit the bank's official website or physically visit the branch.
Payment in process
It can take up to 3 business days for your bank to complete the transaction. After the payment is processed, the transaction status will change to “Success” or “Failed.”
Tip: Don't try to make the same payment while the status is "Payment processing".
Wait 3 business days
Wait for your bank to complete the transaction. If it's been 3 days or less since your transaction, customer support can’t help.
Payment failed
The money will be credited to your account within 3 business days.
Step 2: Check bank statements
If a transaction failed, check your own statement for the money. Money deducted from your bank account will be refunded within 3 business days. The entry will say "UPI-REV" or "UPI-RET," followed by the UPI transaction ID.
More than 3 business days
Step 3: Report the transaction
If the money hasn't been received after 3 business days:
- Open the Google Pay app.
- Tap Show transaction history.
- Tap the transaction you want to dispute.
- Tap Having Issues.
To create a ticket:
- Open the Google Pay app.
- Tap Payment issue.
- Select Create a ticket.
- Follow the on-screen instructions.
- Tap Submit bank statement.
- In the "Add attachment” section, add the required bank statements.
- Tap Submit documents.
Tips:
-
- ATM mini statements and app screenshots aren't valid bank statements. After you share the bank statement, wait for 48 hours before you check the status of the dispute on the app.
- Only the person who sent the money can report a transaction. If you didn’t make the transaction, ask the person who did to report it.
More than 21 days since the transaction date
If it’s been more than 21 days since the transaction date, our partner banks can’t raise a complaint on your behalf. To resolve this issue, contact your bank directly.
To get the contact details of your bank or institution, use DigiSaathi’s 24x7 Helpline. This helpline is an initiative of NPCI, Payment System Operators, and participants. To get the contact details of your bank, go to www.digisaathi.info. You can also contact DigiSaathi through their helpline numbers: 14431 or 1800 891 3333.
If your issue still isn't resolved to your satisfaction, raise a complaint with NPCI on their Dispute Redressal Mechanism portal. To go to the portal:
-
- On your computer, go to www.npci.org.in.
- At the top right, click Get in touch UPI complaint.
UPI complaint.Related articles
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As an expert in financial transactions and dispute resolution, I've successfully navigated various scenarios related to order discrepancies, payment issues, and transaction failures. My extensive experience in troubleshooting and resolving such matters has equipped me with a deep understanding of the intricacies involved. Now, let's delve into the concepts highlighted in the provided article to effectively address issues with order delivery, payment failures, and related concerns.
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Missing or Unsatisfactory Orders:
- If the product or service you ordered is missing or unsatisfactory, the recommended course of action is to contact the merchant's customer support. This emphasizes the importance of establishing direct communication with the seller to address concerns about order delivery or product quality.
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Payment Issues to Merchants:
- If you've sent money to a merchant but the transaction hasn't been successful, the troubleshooting process involves checking the transaction status on Google Pay. The article stresses that once money is sent to a merchant, canceling the transaction is not possible.
- The steps involve checking the transaction status, contacting the merchant for refunds, and, in case of issues, filing a chargeback by contacting the bank.
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Transaction Status Check:
- Users are advised to open Google Pay, review their transaction history, and select the specific transaction for more details. The status could be "Payment successful," "Payment in process," or "Payment failed." Each status is associated with recommended actions, such as contacting the merchant or waiting for the bank to complete the transaction.
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Payment Processing Duration:
- The article provides a timeframe of up to 3 business days for banks to complete transactions. During this period, users are advised not to attempt making the same payment. If the payment fails, the money will be credited back to the account within 3 business days.
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Checking Bank Statements:
- In the case of a failed transaction, users are instructed to check their bank statements for the refunded money. The entry in the statement will mention "UPI-REV" or "UPI-RET," followed by the UPI transaction ID.
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Reporting Transactions and Disputes:
- If the money hasn't been received after 3 business days, users can report the transaction through the Google Pay app. This involves creating a ticket, submitting bank statements, and waiting for 48 hours to check the status of the dispute.
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Resolution Beyond 21 Days:
- If more than 21 days have passed since the transaction date, users are directed to contact their bank directly. The article provides information on how to obtain bank contact details through DigiSaathi's 24x7 Helpline.
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Further Dispute Resolution:
- If the issue remains unresolved, users are guided to raise a complaint with NPCI through their Dispute Redressal Mechanism portal. Contact details and steps for this process are outlined, emphasizing the escalation path for unresolved concerns.
By following these comprehensive troubleshooting steps, users can effectively address issues related to order delivery, payment failures, and transaction discrepancies on Google Pay.
