First check the transaction’s status in your UPI app, then raise a complaint against that transaction and save its reference. For a domestic UPI merchant payment where your account was debited but the merchant did not receive confirmation, the Reserve Bank of India (RBI) sets an outer limit of T+5 calendar days for auto-reversal. That is different from a UPI funds transfer to a beneficiary, for which the RBI limit is T+1 day if the beneficiary account is not credited.
Check what happened to the transaction
Open your UPI app’s transaction history, select the debit and check its current status. Refresh it if the app offers that option. Pending, failed and successful statuses can call for different complaint reasons, and the merchant may not yet have confirmed or reconciled a payment that appears successful in your app.
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NPCI’s UPI Help guidance describes refreshing a pending status and raising a complaint from the transaction details. The exact labels and availability vary by app; if you do not see UPI Help, use the app’s equivalent support option.
Raise a traceable complaint
- In the app, open transaction history and select the payment. If UPI Help is available, choose it and select the reason that matches the issue. NPCI lists “Account debited but transaction confirmation not received at merchant location” for this case.
- Confirm the complaint and note its reference number. Check the complaint status in the app if that option is available.
- Keep the transaction ID, amount, date and time, merchant or payee details, a screenshot of the status, and the complaint reference. These details help you track the case; they are practical records, not a regulator-mandated evidence checklist.
- Ask the merchant to check its payment confirmation or reconciliation. Avoid paying again until the first transaction’s status is clear, so you do not risk making a duplicate payment.
- If the debit remains unresolved, contact your bank’s customer support and give it the transaction and complaint references.
NPCI’s FAQ advises contacting the bank if a failed debit is not reversed immediately and says to contact bank customer support if a refund has not arrived within one hour. That is NPCI support guidance, not a guarantee that every merchant-payment issue will be resolved within an hour.
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Use the RBI deadline for the right transaction type
For covered domestic transactions—where both the originator and beneficiary are in India—the RBI defines T as the calendar date of the transaction. Its prescribed turnaround times are outer limits, not working-day estimates. The relevant timelines differ by transaction type:
| Transaction situation | RBI auto-reversal limit | Delay compensation |
|---|---|---|
| UPI merchant payment: account debited, but confirmation not received at the merchant location | By T+5 calendar days | ₹100 per day beyond T+5 |
| UPI funds transfer: account debited, but the beneficiary account is not credited | By T+1 day | ₹100 per day beyond T+1 |
For the merchant-payment situation in this article, T+5 is the relevant RBI row if the problem is missing merchant confirmation. Do not apply the T+1 funds-transfer deadline to it. The RBI’s 2019 circular says compensation for delay is credited automatically, without waiting for a customer complaint or claim.
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Don’t confuse an app’s pending guidance with the merchant deadline
NPCI’s FAQ says a pending transaction may reflect a beneficiary-bank delay and says the amount will reach the recipient within 48 hours after the beneficiary bank’s daily settlements. That FAQ guidance is not a replacement for the RBI’s separate limits by transaction scenario: T+5 for a merchant debit without merchant confirmation and T+1 for a funds transfer where the beneficiary is not credited. A merchant can also have a separate order-status or fulfillment issue; the payment-system reversal timeline does not establish every merchant’s customer-service timeline.
Escalate if the applicable limit passes
If the applicable RBI limit passes without reversal or redress, contact your bank and refer to the RBI’s current Integrated Ombudsman Scheme instructions for the current process and eligibility conditions. The RBI says customers who do not receive redress may register a complaint under the scheme; follow the official instructions for procedural details.
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If you did not authorize the debit
An unauthorized debit is a different problem from a delayed merchant confirmation. Contact your bank promptly through its official support channel and report the transaction as unauthorized.
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