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Refunds depend on what happened: a returned purchase goes through the merchant’s refund process, while a payment that failed after your account was debited is subject to specific reversal timelines.
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Do customers pay fees for UPI payments?
NPCI’s UPI FAQ says: “There are no charges to be paid by the customer/ PPI holder for UPI transactions.” This statement specifically covers UPI transactions using PPI funds. It should not be read as a guarantee that every funding source, account or provider arrangement has identical terms.
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If a fee appears, review the transaction details and ask your bank, app or funding provider what it relates to and what terms apply to your account. A charge to a customer is not the same as pricing between merchants and payment providers; the available sources do not establish a current merchant-pricing schedule.
Is a purchase refund the same as a failed-payment reversal?
No. If you return goods or reject a service, NPCI says the merchant asks its bank to refund the amount under the merchant’s defined process. Contact the merchant and keep the UPI transaction reference. NPCI does not specify a universal number of days for this kind of purchase refund, so the RBI deadlines for failed payments do not set its arrival date.
A failed-payment reversal applies when a payment does not complete as expected after your account was debited. The applicable deadline depends on whether the payment was a funds transfer or a merchant payment.
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What are the reversal deadlines for failed UPI payments?
The Reserve Bank of India’s September 20, 2019 circular on failed transactions sets the following timelines for the specified UPI failure cases:
| Situation | Required reversal | Compensation for delay |
|---|---|---|
| Your account was debited for a UPI funds transfer, but the beneficiary was not credited. | Auto-reversal by T+1 day. | ₹100 per day beyond the applicable deadline. |
| Your account was debited for a UPI merchant payment, but confirmation was not received at the merchant location. | Auto-reversal within T+5 days. | ₹100 per day beyond the applicable deadline. |
These are timelines for the two failure types described in the RBI framework, not general deadlines for all UPI refunds. The circular uses T+1 and T+5 for the respective cases; if the applicable deadline passes without reversal, contact your bank about the delay and compensation.
What should you do if a UPI payment is pending or failed?
A pending status means the transaction has not yet been confirmed as complete or failed. Check the status in your UPI app and whether the recipient or merchant received the payment before trying again; a second payment could duplicate a transaction that later completes.
NPCI’s FAQ advises contacting your bank’s customer support if a failed debit has not been refunded within one hour. That is practical support guidance; it does not replace the RBI’s formal T+1 or T+5 reversal deadlines for the covered cases.
Raise an in-app complaint
- Open transaction history in your UPI app and select the relevant transaction.
- Choose UPI HELP, select the reason for the complaint and confirm. NPCI’s UPI HELP guidance describes this route for pending and failed transactions.
- If the issue remains unresolved, contact your bank. You can also use NPCI’s complaint portal; NPCI routes complaints to the relevant member, while the member bank or institution is responsible for resolving them.
For a fraudulent or unidentified transaction, NPCI says to raise the issue with your bank.
What if the payment came from a prepaid payment instrument?
For UPI transactions funded by PPI funds, NPCI’s customer-fee statement applies. RBI’s Master Directions on Prepaid Payment Instruments also say refunds for failed, returned, rejected or cancelled transactions are applied back to the PPI when the original payment came from that PPI. If the payment was made using another instrument, the refund is not credited to the PPI.
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