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Clear out junk files and repair common Windows errorsFree Scan →Fix the driver behind crashes, sound loss and screen glitchesFind Drivers →Do not pay an unexplained UPI surcharge automatically. Ask the merchant to identify the amount, request an itemized bill, and preserve the evidence. CBDT Circular No. 16/2020 says charges, including merchant discount rate (MDR), do not apply from 1 January 2020 to payments made through prescribed electronic modes such as BHIM-UPI and BHIM-UPI QR. However, that circular specifically addresses charges collected by banks for those payment modes; it does not, by its wording, classify every amount a merchant may call a service, convenience, packaging or other fee. If the merchant will not resolve the issue, use UPI HELP for a transaction complaint and the National Consumer Helpline (NCH) for broader merchant-conduct grievances.
What to do before you pay
Ask what the extra amount represents
Stay calm and ask the cashier or business owner to name the charge. A merchant may be describing a payment-mode surcharge, a fee that was already printed on the menu, or a separate charge for an actual product or service. Those are different facts. Ask whether the displayed price already includes the amount and whether the fee applies only when you choose UPI.
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Request an itemized bill
Ask for a bill or receipt showing the item price, taxes, any service or packaging charge, and the final amount. Compare it with the menu, price board, online listing or quotation you relied on. Do not accept a handwritten total that hides the disputed amount when an itemized receipt is available.
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Choose whether to proceed
If the charge is not explained or you do not agree to it, you can decline the purchase and use another merchant. If you need the goods immediately and decide to pay, record the amount requested and the reason given before completing the transaction. Never surrender your UPI PIN, one-time password or card details to prove a complaint.
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What the official UPI-charge rule says
The prescribed modes covered by Circular No. 16/2020
CBDT Circular No. 16/2020, dated 30 August 2020, discusses section 269SU of the Income-tax Act and prescribed electronic modes. It identifies BHIM-UPI and UPI QR (BHIM-UPI QR Code) among those modes and states that charges, including MDR, do not apply on or after 1 January 2020. The policy is intended to prevent the cost of using a prescribed electronic payment mode from being imposed through bank charges.
The circular states: “Such practice on part of banks is a breach of section 10A of the PSS Act as well as section 269SU of the IT Act.” The sentence is about banks charging for transactions through prescribed electronic modes. It should not be read as a case-specific ruling on every amount a merchant adds to a customer’s bill.
Why the wording matters for a merchant’s fee
A merchant who labels an amount a UPI fee may be passing on a payment-related cost, but the circular alone does not establish how every separately described amount must be legally classified. A business might call an amount a convenience fee, service fee, packaging charge or something else. The label, the bill, the advertised price and the circumstances all matter. Preserve those details and ask a complaint authority to review the specific transaction instead of assuming that one description automatically proves or disproves a violation.
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Save evidence while it is available
Good documentation makes a complaint easier to understand and prevents a disagreement about what was requested. Keep:
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- The original bill, receipt, menu, price board or quotation.
- A photograph or screenshot showing the extra amount and how the merchant described it.
- The merchant’s name, shop or restaurant address, and any outlet or order number.
- The date, approximate time, item purchased and amount requested.
- Your UPI transaction record, including the amount, transaction ID and status, if you paid.
- A short note of what the merchant said, including whether the fee applied only to UPI.
When sharing evidence with an app or helpline, redact your UPI PIN, one-time passwords, full bank-account details and other credentials. Keep the original files in case a channel asks for a clearer copy.
Choose the right complaint route
Use the route that matches the problem. UPI HELP is designed around a payment transaction. NCH is a broader consumer-grievance channel for conduct such as an undisclosed or disputed charge. You may use both when a transaction issue and a merchant-pricing issue overlap, but describe each issue accurately.
| Route | Best suited to | What it supports | What to prepare |
|---|---|---|---|
| UPI HELP in your payment app | A specific UPI payment, including a person-to-merchant transaction | Transaction complaints and checking pending or failed status, according to NPCI guidance | Transaction ID, date, amount, merchant details and screenshots |
| National Consumer Helpline | A disputed merchant charge, disclosure or service issue | Pre-litigation consumer grievance registration through phone and digital channels | Bill, price information, merchant identity, payment record and a clear chronology |
Neither source promises a fixed resolution time for this type of dispute. A complaint records your position and gives the receiving organisation information to contact the relevant party; it is not a guarantee of a refund or a legal finding.
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How to complain through UPI HELP
1. Open the payment record
In the app you used to pay, open the transaction history and select the relevant merchant payment. Look for the help, support or dispute option identified as UPI HELP. Labels can vary between apps, so use the transaction-specific support path rather than a generic feedback form where possible.
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2. Select the closest issue
Choose the category that best matches what happened, such as a charge dispute, an incorrect amount or another merchant transaction problem. Explain that the merchant requested an additional amount for choosing UPI, state whether you paid it, and distinguish the requested amount from the product price.
3. Attach the supporting record
Provide the receipt or bill, the image showing the requested fee, and the UPI transaction details. Include the merchant name and location and the date. Do not upload security credentials. If the payment is pending or failed, use the status function first and retain the reference number shown by the app.
4. Keep the complaint reference
Save the acknowledgement, ticket or reference number and any messages from the app, payment service provider (PSP) or third-party application provider (TPAP). If the app directs you to the PSP or TPAP, follow that escalation path and repeat the same factual chronology rather than submitting contradictory descriptions.
How to use the National Consumer Helpline
Available channels
The Department of Consumer Affairs lists toll-free number 1915 and channels including WhatsApp, SMS, email, the NCH app, the NCH web portal and UMANG. The department says the helpline operates from 8 AM to 8 PM on all seven days except national holidays, with call-back availability from 8 PM to 8 AM. Hours and channel access can change, so confirm the current details on the department’s official NCH page when you file.
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Submit a complete chronology
- Identify yourself and provide a contact method that you can monitor.
- Give the merchant’s legal or trading name, outlet address and any order or invoice number.
- State the advertised or itemized price, the extra amount requested, how the merchant described it, and whether you paid.
- Attach the bill, screenshots or photographs, and the UPI transaction record if applicable.
- Explain what remedy you are seeking, such as removal or refund of the disputed amount, and keep the request proportionate to the evidence.
- Complete the grievance details and document-submission steps and save the docket number issued by the system.
NCH is described by the Department of Consumer Affairs as a pre-litigation grievance redressal access point. A docket number confirms that your submission was registered; it does not itself establish that the merchant broke a law or guarantee that money will be returned.
Independent reader supportYour contribution helps us test, update, and keep practical guides available for everyone.Common situations and how to describe them
The merchant says, “UPI has MDR, so you must pay it”
Ask for that statement and the amount to appear on the bill. Record that the extra amount was tied specifically to UPI. The CBDT circular says charges including MDR do not apply to prescribed modes from 1 January 2020, but its operative discussion concerns charges imposed by banks. Submit the evidence through UPI HELP and, if the issue is a merchant-pricing dispute, NCH.
The merchant calls it a convenience or service fee
Do not silently relabel it as MDR. Ask whether the same fee applies when you pay by cash or another method, whether it was disclosed before ordering, and what service it covers. Keep the answer and the itemized bill. The circular does not, by itself, decide every separately named merchant fee.
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Save the menu, price board or online listing showing the disclosure. A clearly disclosed charge raises a different factual question from an amount added only at checkout. You can still ask for clarification and submit the documents if you believe the disclosure was misleading or the amount was not applied as stated.
You paid and only noticed the fee later
Download or screenshot the transaction record immediately, retain the receipt and write down when you noticed the discrepancy. Start with the transaction’s UPI HELP option, then use NCH if the complaint concerns the merchant’s bill or conduct.
The merchant refuses to provide a receipt
Record the date, outlet, amount, payment reference and the refusal. A photograph of the displayed price or QR stand, taken lawfully and without exposing other customers’ personal information, may help establish context. Do not argue at the counter or threaten staff; leave and submit the facts through the complaint channels.
Protect yourself during the dispute
- Never share your UPI PIN, one-time password, card PIN or full banking credentials with a merchant, app representative or caller.
- Use only the support function inside your payment app or the contact details published by the Department of Consumer Affairs for NCH.
- Check that a refund request is going to the original transaction or an identifiable merchant account; do not scan an unfamiliar QR code to receive a refund.
- Keep communication factual and avoid posting phone numbers, addresses, account identifiers or payment screenshots publicly without redaction.
- Do not make duplicate payments merely because a transaction shows pending. Check the status in UPI HELP first.
What to expect after filing
UPI HELP may ask the app, PSP, TPAP or participating bank to examine the transaction status and details. NCH may forward a consumer grievance to the relevant business or authority for a response. The evidence you provide determines whether the reviewer can tell a payment-processing issue from a disputed merchant charge.
If the response does not address the extra amount, reply with the reference number, the missing fact and the document that supports it. Keep every acknowledgement. Because the available guidance does not promise a resolution period or outcome, avoid claims that a complaint will automatically produce a refund, penalty or legal determination.
Quick Recap
Quick checklist
- Ask what the extra amount is and whether it was disclosed before purchase.
- Request an itemized bill or receipt.
- Decide whether to proceed; never reveal your UPI PIN or one-time password.
- Save the bill, fee description, merchant details, date, amount and UPI transaction record.
- Use UPI HELP for the person-to-merchant transaction or status issue.
- Use NCH, including 1915 and its listed digital channels, for the wider consumer grievance.
- Save the UPI ticket or NCH docket number and keep follow-up communications together.
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