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Scan for outdated or missing drivers - takes under a minuteDriver Scan →Repair Windows errors before they cause bigger problemsFix Now →Fix the driver behind crashes, sound loss and screen glitchesFind Drivers →A consumer commission in Ernakulam reportedly ordered a jewellery showroom to pay a customer Rs 32,250 after she said the store denied receiving a UPI payment made through its displayed QR code. The total comprises a Rs 17,250 refund and Rs 15,000 in compensation and litigation costs. The order was reported as ex parte because the jeweller did not appear despite notice; it is one case, not a guarantee of the result in other QR-payment disputes.
What happened in the showroom payment dispute
According to The Indian Express, the woman had joined an 11-month gold savings scheme with a jeweller in Ernakulam. After the scheme ended, she visited the showroom on November 17, 2022, to buy ornaments. She said she paid Rs 17,250 toward the remaining balance by scanning a UPI QR code displayed at the premises and completing the payment in an app.
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The customer alleged that the money was debited from her bank account, but the jeweller said it had not received the payment and did not credit it to her purchase. The report says she approached the police and her bank; the bank told her the funds had gone to another account at the same bank, without providing further details. She also contacted PhonePe before taking the dispute to the consumer commission.
The Indian Express report is the available account of the case; the underlying commission order is not reproduced here. Accordingly, details of the dispute and the commission’s reasoning below are attributed to that report.
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What the commission reportedly ordered
The Ernakulam District Consumer Disputes Redressal Commission reportedly ordered the showroom to refund Rs 17,250 and pay a further Rs 15,000 in compensation and litigation costs, for a total of Rs 32,250. The headline figure of Rs 32,000 is a rounded amount. The report identifies the bench as president D B Binu and members Ramachandran V and Shreevidhia T N.
The order was reportedly dated September 26. The decision was ex parte: the jeweller did not appear after notice, so the report does not describe a response or contested evidence from the business.
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Why the QR code mattered to the reported decision
As quoted by The Indian Express, the commission said that once the customer established she had paid by scanning a QR code displayed or supplied at the showroom, the jeweller had to explain how the money reached another account and show that the code was neither displayed nor authorised by it.
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The report says the commission treated it as the business’s responsibility to ensure that a QR code displayed at its premises was genuine, linked to the intended account and protected from replacement, alteration or misuse. It reportedly found negligence and an omission in service where the business failed to supervise the payment arrangement and assist the customer in tracing or recovering the money. The report also quotes the order as saying that a customer acting in good faith through a payment facility provided at the showroom should not bear a loss caused by the trader’s failure to verify and secure that facility.
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Those statements describe the reasoning reported in this particular case, including its ex parte posture. They do not establish that every disputed QR payment will be refunded or that a merchant is automatically liable whenever a customer’s account is debited.
Independent reader supportYour contribution helps us test, update, and keep practical guides available for everyone.If a shop says it did not receive your UPI payment
1. Check the transaction status and raise an in-app complaint
Open the payment app’s transaction history, select the disputed transaction and note its status, date, amount and transaction ID or reference number. NPCI’s July 2023 UPI Help guidance describes using the transaction entry and UPI Help to raise a complaint. It distinguishes a successful transaction, a pending transaction where confirmation has not arrived, and a failed transaction caused by a technical issue; its guidance says a debited amount for a failed transaction is returned. App labels and screens may change, so use the current workflow in your app.
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2. Contact the app and your bank
Use the official complaint channels of the payment app and the bank involved. Keep complaint reference numbers, replies and any status updates. The case report says the customer contacted her bank and PhonePe, but it does not establish a general resolution timeline or guarantee for other complaints.
3. Preserve evidence linking the payment to the merchant
Save the app confirmation and bank statement entry, along with the transaction ID, date and amount. Keep the bill, order or scheme details and relevant messages. If still available, preserve evidence of the QR code and where it was displayed, such as a photograph taken at the time. These records can help clarify the central factual questions: which code was scanned, where it was presented, and where the funds went.
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4. Seek pre-litigation assistance through the National Consumer Helpline
The Department of Consumer Affairs describes the National Consumer Helpline (NCH) as a pre-litigation grievance-assistance service. Its contact page lists 1915 and 1800-11-4000, as well as web and other contact channels. The listed call hours are daily except national holidays, 08:00–20:00; check the current NCH contact page before relying on the numbers or hours. If the issue remains unresolved, NCH says a consumer may approach the appropriate Consumer Commission.
5. Consider a complaint before the appropriate Consumer Commission
The Department’s Consumer Protection Act overview explains that a complaint may be filed before a District Commission with relevant territorial jurisdiction and lists possible remedies including a refund, compensation and costs. Jurisdiction, limitation periods, procedure and the evidence needed depend on the particular case; consult current official information or qualified legal advice for guidance on your circumstances.
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