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First identify what the extra amount was for
Before filing a complaint, check the final bill, payment screen and any notice or message from the merchant. Record how the amount was described and whether it was disclosed before you paid. A UPI-specific payment charge is not necessarily the same thing as tax, delivery, a service fee or a difference in the price of an item. Do not label an amount a UPI surcharge unless the receipt, notice or merchant explanation supports that description.
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The distinction matters because the official material cited here addresses particular payment charges and transaction-grievance channels; it does not decide every dispute about a merchant’s pricing. If the bill has a separate line item, copy its wording exactly. If the amount is included in a total with no explanation, note that too. If the merchant explained it verbally, record what was said and when, but distinguish your recollection from what appears in a document.
Look at the entire sequence: the listed price, the checkout total before payment, the amount the merchant asked you to pay, and the amount shown in the UPI confirmation. Those figures may help clarify whether the amount was added to the bill, included in the advertised price, or is a discrepancy in the transaction record. Avoid treating every difference between a displayed price and a paid total as a UPI charge without evidence connecting it to the payment method.
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What the official guidance says about UPI charges
NPCI’s UPI FAQ says customers or PPI holders do not pay a charge for PPI-on-UPI transactions. That statement is specific to PPI-on-UPI; it should not be treated as an exhaustive ruling about every payment instrument or every kind of fee a merchant might show on a bill.
RBI’s published report says the Government directed that merchant discount rate (MDR) should not be collected for transactions through UPI and RuPay debit cards, effective January 1, 2020. MDR is an acquiring-side charge. That policy statement does not, by itself, resolve whether a separately described amount on your bill is an unlawful surcharge, or determine the treatment of every nonstandard instrument.
These points are related but not interchangeable. MDR refers to a merchant discount rate on the acquiring side; the RBI report’s statement about its collection is not a finding about every amount a customer might see on a particular bill. NPCI’s FAQ, meanwhile, addresses charges to customers or PPI holders for PPI-on-UPI transactions. Keep both the specific scope and the language of your own receipt in view when explaining the issue.
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In practical terms, you can ask the payment channel to review a transaction-linked grievance and ask the merchant to explain an unclear amount. Do not turn the MDR direction into a broader claim that every fee connected with a purchase is prohibited, or that the cited statement alone guarantees a refund. The evidence should establish what was charged and what the merchant said it was for.
Gather evidence before you complain
Keep the original records and make copies or screenshots. A transaction-linked complaint is easier to assess when the evidence shows both the payment and why you believe the merchant added an amount for using UPI.
- An itemized bill or receipt showing the total and any separate charge.
- The UPI transaction confirmation, including the date and amount.
- The merchant’s name and location.
- A photo or screenshot of a sign, menu, checkout screen or message that describes the charge.
- The transaction reference number (RRN), if shown in the payment record. NPCI’s complaint portal requests a 12-digit RRN for transaction details.
If a document does not identify the reason for the amount, preserve it anyway and ask the merchant to explain the charge in writing. Keep the response with your records.
Make a simple chronology while the details are fresh: when you saw the price or notice, when the merchant presented the bill, when you paid, and when you asked for an explanation. Keep the figures distinct—for example, the amount on the bill, the amount sent through UPI and the amount you say was added. This reduces the chance of mixing up the purchase total and the alleged extra charge in your complaint.
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Save unedited copies of the receipt and transaction confirmation, and retain the original where possible. A cropped screenshot can omit the date, merchant name or transaction reference, so keep a complete version as well as any close-up that makes a line item legible. If you have a paper sign or menu, photograph enough of it to show both the wording and its context. Do not alter an image to make the charge appear clearer; explain any ambiguity in your complaint.
Evidence can show different parts of the issue. The UPI record helps identify the payment transaction. The bill or notice may show the amount and the merchant’s description. A message or written reply may explain why the merchant says the amount was added. If the records do not establish that the fee was specifically for UPI, say so and request an explanation rather than filling the gap with an assumption.
How to register a customer complaint
Start in the UPI app or participating bank app
- Open the UPI app or participating bank app you used to make the payment.
- Find the transaction in your payment history and open its grievance, help or support option. The exact label and screen location can vary by app.
- Describe the issue factually: identify the merchant and transaction, state the amount you believe was added because of UPI, and explain what the bill or notice says.
- Ask for an explanation and the resolution you are seeking. Attach or refer to your supporting records where the app permits it.
- Save the complaint reference, submission date and any response. If the matter remains unresolved, those details help you follow up through an appropriate transaction channel.
NPCI’s FAQ answers the question “Where do I register a complaint with reference to the UPI transaction?” by directing customers to the UPI app of a participating bank. It also says customers can raise a grievance or check a transaction’s status through that app.
Use the transaction record to select the payment that is the subject of your complaint, rather than describing only a general disagreement with a shop. Include the RRN if the app asks for it or makes it available, and state the date and amount as they appear in the record. In the description, separate what you know from what you are asking the institution to check: for example, “the bill shows an additional amount described as a UPI fee” is more precise than declaring a legal conclusion.
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Use NPCI’s transaction complaint portal if needed
NPCI provides a portal for checking transaction status and registering a complaint with the relevant member. The portal asks for transaction details such as the bank, date, 12-digit RRN, account and amount. Enter the information from your payment record carefully and retain the complaint details.
NPCI describes the portal as a route for transaction complaints: the complaint is made available to the relevant member, and NPCI states, “Member/s shall be responsible for resolving the complaint.” This is a transaction-linked facilitation channel, not an adjudication of merchant pricing. The official material cited here does not establish the portal as a dedicated enforcement authority for allegations that a merchant added a UPI surcharge.
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Think of the portal as a way to register or check a transaction complaint and have it routed to the relevant member institution. It is not described as a forum that determines whether a merchant’s pricing complies with every rule, nor as a direct guarantee that the disputed amount will be returned. Keep the portal complaint number or confirmation and any status information, then use those details when communicating with the institution responsible for the case.
Check each entry against the confirmation before submitting. In particular, do not confuse the bill total with the UPI amount or substitute a different reference number for the 12-digit RRN requested by the portal. If a requested detail is not clear from your records, use the portal’s own instructions or the relevant app’s support channel rather than guessing. The complaint portal’s stated role is transaction routing and status checking; the responsible member institution resolves the complaint.
Choose the channel that matches who is complaining
| Situation | Starting channel | What the channel addresses |
|---|---|---|
| You are a customer disputing a UPI payment transaction | The UPI app or participating bank app used for the payment; NPCI’s transaction complaint portal is another transaction-linked route. | Raising or routing a grievance about the transaction. The relevant member institution is responsible for resolution through the NPCI portal. |
| You are a merchant with a grievance about your own UPI transaction | Your acquiring bank. | NPCI identifies the acquiring bank as the merchant’s channel for a UPI transaction grievance. |
The merchant route is not the customer’s route simply because the complaint concerns a merchant. If you are the customer who paid, use the customer transaction channel.
The difference is who is seeking help and what transaction is at issue. A customer who has paid and wants to dispute or clarify that payment should begin with the customer-facing UPI or participating bank app. NPCI’s transaction portal is also described as a way to register a transaction complaint or check its status. A merchant seeking help with its own UPI transaction is directed to its acquiring bank. These channels should not be confused merely because all the parties are connected to the same purchase.
There is also a difference between transaction handling and pricing enforcement. The app or portal can take a transaction-linked grievance through the stated payment channels. The cited NPCI materials do not say that the portal acts as an adjudicator of a merchant’s pricing or a dedicated surcharge-enforcement authority. Be clear about which question you are asking the payment institution to review.
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Keep the report specific and supported by the records. For example:
“I am disputing the additional amount shown on my bill for the transaction at [merchant name and location] on [date]. I paid [amount] by UPI. The receipt or notice describes an additional [amount] as [the wording shown]. Please explain the basis for this amount and review my request for [the resolution sought]. My transaction reference is [RRN].”
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Replace each bracketed item with the details on your own records. If you do not know what the amount represents, say that it is unexplained rather than presenting an assumption as fact. Do not describe the matter as criminal or guarantee that you are entitled to a refund based solely on the MDR policy statement.
If the receipt does not use the words “UPI fee,” do not put those words in quotation marks as though they were printed there. You can say that you believe an amount was added because you paid by UPI, explain what led you to that belief, and ask the merchant or relevant institution to clarify it. If the merchant gave an explanation, quote it accurately and identify whether it was spoken or written.
Make the requested outcome concrete but measured. You can ask for an explanation, review of the transaction, correction of an error or consideration of a refund if that is what you are seeking. The guidance cited here does not promise a particular outcome. A factual request lets the recipient understand both the transaction and the question you want answered without asserting a conclusion the records do not establish.
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Keep the complaint reference, submission date and response, including any request for more information. If you need to follow up on the transaction complaint, provide the same transaction details and refer to the earlier complaint so that the relevant institution can identify it. Avoid submitting inconsistent amounts, dates or descriptions in different messages; if you discover an error, explain the correction plainly.
The NPCI portal states that complaints are made available to the relevant member and that the member is responsible for resolving them. That tells you who handles a complaint routed through that portal, but the cited material does not set out a guaranteed resolution time or prescribe a further escalation ladder for this exact merchant-charge allegation. Do not assume that submitting a portal complaint is the same as filing with a consumer authority or obtaining a formal decision on merchant pricing.
If the payment channel addresses the transaction but does not resolve your concern about what the merchant charged, keep those issues distinct. The records and reply may help you understand the transaction, but the official material cited here does not identify a dedicated consumer-authority process for this precise allegation. Avoid relying on RBI material about additional card charges as if it supplied a UPI-specific escalation route: that historical public response discusses card transactions, the card issuer and RBI Ombudsman escalation, not this UPI surcharge question.
Limits of the available complaint guidance
The cited official sources establish customer transaction-grievance channels, the role of the relevant member institution in resolving complaints routed through NPCI, and the stated MDR direction effective January 1, 2020. They do not establish a dedicated consumer-authority filing process specifically for the allegation that a merchant added a UPI payment charge, nor do they settle every possible dispute over a separately described fee.
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Accordingly, the safest way to describe the matter is as a documented request for explanation and redress: identify the payment, show the amount and the merchant’s stated reason where possible, and ask for review. Do not promise yourself a refund, declare every possible merchant fee unlawful, or characterize the conduct as criminal based only on the MDR statement or the NPCI FAQ. Those conclusions go beyond what these particular sources establish.
Frequently Asked Questions
Where do I register a complaint with reference to a UPI transaction?
NPCI’s UPI FAQ directs customers to the UPI app of a participating bank. Start with the UPI app or participating bank app used for the payment, open the transaction and use its grievance or support option. NPCI also provides a transaction complaint portal for registering or checking transaction complaints.
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Does NPCI’s portal decide whether a merchant may add a UPI charge?
NPCI describes its portal as a transaction complaint and status route. The complaint is made available to the relevant member institution, and NPCI says the member is responsible for resolving it. The cited portal material does not establish it as an adjudicator of merchant pricing or a dedicated surcharge enforcement authority.
Does the MDR direction mean every fee on a bill is prohibited?
No such broad conclusion follows from the cited statement. RBI’s published report says the Government directed that MDR not be collected for UPI and RuPay debit-card transactions effective January 1, 2020. MDR is an acquiring-side charge; that statement alone does not settle every separately described amount, nonstandard instrument or pricing dispute.
Are customers charged for PPI-on-UPI transactions?
NPCI’s UPI FAQ says customers or PPI holders do not pay a charge for PPI-on-UPI transactions. That FAQ answer is specific to PPI-on-UPI and should not be expanded into a ruling on every payment instrument or every kind of fee.
What evidence should I include?
Keep the itemized receipt, UPI confirmation with date and amount, merchant name and location, any sign or message describing the charge, and the transaction RRN. NPCI’s portal requests a 12-digit RRN and other transaction details. Preserve the wording as shown and distinguish what the documents say from what you believe happened.
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I am a merchant with a UPI transaction grievance. Should I use the customer route?
NPCI distinguishes the two paths. A customer raising a grievance about a payment uses the participating bank’s UPI app or another customer transaction channel. A merchant raising a grievance about its own UPI transaction should contact its acquiring bank.
Can I rely on RBI guidance about additional card charges for a UPI complaint?
Not as though it determines UPI rules. The cited historical RBI public response concerns card transactions, the card issuer and RBI Ombudsman escalation. It is not an authoritative answer to whether a merchant’s UPI surcharge is permitted or the dedicated route for reporting it.
The Bottom Line
If you believe a merchant added an amount because you paid by UPI, preserve the bill, transaction confirmation, RRN and any notice or message explaining the charge. Raise a factual transaction grievance through the UPI or participating bank app you used; NPCI’s portal can route a transaction complaint to the relevant member institution, which is responsible for resolution. The MDR direction effective January 1, 2020, and NPCI’s PPI-on-UPI FAQ have specific scopes, so ask for an explanation and review without assuming they settle every fee or guarantee a refund.
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