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1Repair Windows errors before they cause bigger problems2Scan for outdated or missing drivers - takes under a minute3Clear out junk files and repair common Windows errorsUPI merchant fees depend on the payment type and the merchant’s acquiring arrangement; there is no basis here for treating one rate as universal. If a payment is pending, failed, or debited without merchant confirmation, check its status and transaction reference before paying again. Customers should use the UPI app or bank complaint route; merchants should check their acquiring-bank agreement and raise merchant-side grievances with that bank.
What is MDR on UPI?
MDR, or merchant discount rate, is a merchant-side fee associated with accepting and processing a payment when a fee applies. It is not automatically the same thing as a charge paid by the customer. Whether a merchant pays MDR depends on the payment type, applicable policy, the merchant’s category, and the terms of the acquiring arrangement.
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The Department of Financial Services, Ministry of Finance, lists an FAQ titled “FAQs on Merchant Discount Rate (MDR) on Select UPI (P2M) Transactions,” dated 15 September 2026. The accessible official page confirmed the title and date but did not expose the FAQ’s fee details. It therefore does not establish a current rate, threshold, or eligibility rule for a particular merchant. Merchants should ask their acquiring bank for the terms that apply to their payment types and merchant category code (MCC), and review their own agreement.
Older numbers should not be used as today’s price list. NPCI’s 30 August 2019 press release described a 0.30% MDR capped at ₹100 per transaction and a zero-MDR condition for offline merchants using QR Scan and Pay on transactions up to ₹100, with those terms due to take effect on 1 October 2019. Those were dated historical terms, not evidence of current pricing. Do not infer your present charges from that announcement or assume that a historical rate applies to your business today.
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Does a merchant pay a fee for UPI?
Sometimes a merchant-side fee may apply, but the applicable treatment is tied to the transaction and acquiring terms rather than one universal UPI fee. NPCI says a merchant needs an acquiring-bank relationship to accept UPI. The bank supplies the acceptance infrastructure and assigns the merchant’s MCC during onboarding based on the business category.
For a merchant, confirm these details directly with the acquiring bank or provider:
- Which UPI payment types and MCCs are covered by the agreement.
- Whether a merchant-side fee applies, which transactions it covers, and how it is calculated.
- How settlement status and timing are shown, and how the merchant can reconcile individual payments.
- How refunds are initiated, identified, and tracked.
- Which bank or provider team handles unresolved transaction grievances.
NPCI lists QR, intent, application-based, and collect modes for merchant acceptance. The mode alone does not establish a fee; ask the acquiring bank how the specific setup is priced and operated. When comparing acceptance arrangements, use terms you can verify: transaction and MCC eligibility, fee calculation, settlement visibility, refund workflow, complaint escalation, and setup or integration method. This is a checklist for asking questions, not a ranking of providers or a claim that a particular provider offers a specific rate.
Does a customer pay a UPI merchant fee?
Keep customer-facing charges separate from merchant-side MDR. NPCI’s FAQ says customers pay no charge for PPI-on-UPI transactions covered by its PPI questions. That statement is limited to the transactions covered there; it should not be generalized to every payment instrument, merchant arrangement, or separate surcharge. If a customer sees an added charge, ask the merchant what it represents and check the applicable payment terms rather than assuming it is MDR passed through by default.
For a merchant, avoid treating a customer’s payment instrument and the merchant’s acquiring fee as the same question. Confirm the payment type, the merchant agreement, and any separately described charge. For a customer, ask for an explanation of an unexpected amount and retain the transaction details. The available information does not establish one universal customer charge or surcharge rule for every UPI merchant payment.
How do I get a refund for a UPI payment?
For a returned purchase or rejected service
NPCI says the merchant asks its bank to refund the charged amount through the defined process. A customer returning goods or cancelling a service should contact the merchant and keep the purchase details and UPI transaction reference available. NPCI’s FAQ does not promise one universal refund timeline, so use the merchant’s or acquiring bank’s stated process and timeframe rather than relying on a generic deadline.
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For a practical follow-up, explain whether the goods were returned or the service was rejected, identify the original payment, and ask whether the merchant submitted the refund. Keep any refund reference or status the merchant can provide. A refund is a separate transaction process from the original payment, so a debit alert for the purchase alone does not confirm that a refund has been initiated or credited.
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If the refund does not appear
Ask the merchant to confirm whether the refund was submitted and request the relevant reference or status. If the merchant cannot resolve it, the merchant’s acquiring bank is the merchant-side escalation route. A customer can raise a complaint through the UPI app’s transaction complaint flow or contact their bank, especially if the app allows status tracking or the refund remains unresolved.
The NPCI UPI Help Guidelines list “Refund not processed for cancelled/returned goods and services” as a distinct complaint reason. Choose the complaint that matches the event, include the original UPI transaction reference, and retain the complaint number. This category concerns a refund after a return or cancellation; it is not the same as a failed payment debit that has not been credited back.
Was my UPI payment deducted but failed?
NPCI’s UPI FAQ says money debited for a failed transaction should be refunded. It advises contacting the customer’s bank if the refund has not arrived within one hour. Treat that as NPCI FAQ guidance, not a guarantee that every transaction will be resolved in an hour. The UPI Help Guidelines also identify “Customer account not credited back for failed merchant transaction” as a distinct P2M complaint reason.
- Open the UPI app or bank app and inspect the transaction status and reference number. Confirm that the payment is actually marked failed, rather than pending or successful.
- If the app marks the payment failed but the account was debited, use its complaint or help flow for that transaction. Record the amount, date, reference, and any complaint number.
- If the failed-payment refund has not arrived within one hour, contact the customer’s bank and provide the reference number and transaction details. The one-hour point is NPCI FAQ guidance for contacting the bank, not a promised final resolution time.
- Keep the complaint or service-request number and check the status through the channel where you raised it. If you are the merchant, check your acceptance records separately and raise a transaction grievance with your acquiring bank.
A failure complaint and a purchase refund are not interchangeable: the first is about a debited amount that should be credited back after a failed transaction; the second is about money returned after the customer returned goods or cancelled a service. Selecting the closest matching complaint type helps route the issue to the right status flow.
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Why is my UPI merchant payment pending?
A pending status is not the same as a confirmed failure. NPCI says a payment may be delayed at the beneficiary bank and the amount may reach the recipient within 48 hours once the bank completes daily settlement. This is an explanation of a possible delay, not a reason to treat every pending transaction as guaranteed to settle at a particular time. Check the transaction status rather than treating a debit notification alone as proof that the merchant received settled funds.
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If you are the customer, do not make a second payment until the first transaction’s status is clear; otherwise you could pay twice. If you are the merchant, verify the transaction through the acceptance system and acquiring bank before telling the customer to retry. Record the reference and follow the status through to a confirmed outcome. If the status later changes to failed, use the failed-transaction complaint route; if the payment is confirmed but the merchant has no matching record, contact the acquiring bank to reconcile it.
Pending, failed, and successful-but-unconfirmed describe different situations. Pending means the transaction status is unresolved and may still be delayed. Failed means the app or bank has marked the transaction unsuccessful, although a debit may need to be refunded. Successful-but-unconfirmed means the customer sees a successful payment but the merchant has not confirmed receipt; that calls for status verification and reconciliation, not an assumption that either side is at fault.
What should I do if the merchant says they did not receive my UPI payment?
First distinguish a debit alert from a successful merchant confirmation. Check the transaction in the UPI app or bank app and note whether it is pending, failed, or successful, along with the transaction reference. Show the merchant the status or reference through a safe channel; do not share your UPI PIN or approve a new collect request merely to investigate a previous payment.
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Ask the merchant to search using the transaction details and check its payment acceptance or settlement view rather than relying only on a notification. A customer’s bank or app can handle the customer-side complaint, while the merchant’s acquiring bank can investigate the merchant-side acceptance and settlement record. Keep both parties’ references so the two routes can be compared if the issue remains unresolved.
How do customers and merchants raise UPI complaints?
Customer-side route
The July 2023 NPCI UPI Help Guidelines describe P2M complaint categories and a status-tracking flow. Select the issue that matches what happened, rather than filing a generic complaint. The listed types include goods or services not received, refund credit not processed after a return or cancellation, account debited without merchant confirmation, duplicate payment, and a debited amount not credited back after a failed merchant transaction.
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Use the UPI app’s transaction-specific complaint option where available, save the complaint reference, and follow its status. If the issue concerns a debit or missing credit that remains unresolved, contact the customer’s bank with the UPI reference and complaint details. For a duplicate payment, identify both transactions and their references; for goods or services not received, use the matching complaint reason rather than a failed-payment reason. The listed categories distinguish these different problems.
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Merchant-side route
NPCI says merchants should raise transaction grievances with their acquiring bank. Provide the transaction reference, date, amount, the acceptance mode, and any app or terminal status. For a refund, explain whether goods were returned or the service was rejected and include the refund submission status if one exists. The acquiring bank can address the merchant’s acceptance infrastructure, settlement records, MCC, and contract-specific fee or refund process.
Keep customer-side and merchant-side escalation separate. A customer can use the UPI app or bank complaint channel for their account debit, missing refund, or other P2M issue. A merchant should use the acquiring bank for acceptance, settlement, or merchant grievance questions. If both are investigating one payment, share the relevant references through the appropriate channels, but do not assume that one party’s complaint automatically files a complaint for the other.
Independent reader supportYour contribution helps us test, update, and keep practical guides available for everyone.What merchants should verify before accepting UPI
UPI acceptance is set up through an acquiring-bank relationship, not by assuming that every QR or app arrangement has identical terms. During onboarding and when resolving a discrepancy, keep a record of the bank or provider’s answers on:
- Your assigned MCC and whether it correctly describes the business.
- Eligible UPI transaction types and acceptance modes.
- Any applicable merchant fee, calculation method, and settlement treatment.
- How to initiate, identify, and reconcile refunds.
- Where to escalate a failed, pending, duplicate, or unconfirmed transaction.
Also check how the provider displays transaction status and what evidence its support team needs to trace a payment. Ask how your team can distinguish an authorization or customer debit notification from confirmed merchant receipt, and where refund status appears. These operational details help staff avoid asking a customer to pay twice while the first transaction is pending and help them direct a return-related refund to the right process.
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Frequently Asked Questions
What is MDR on UPI?
MDR is a merchant-side fee associated with accepting and processing a payment when applicable. The applicable fee depends on the transaction and acquiring arrangement; the available Ministry of Finance FAQ page dated 15 September 2026 did not expose current rates or thresholds. Ask your acquiring bank about your transaction types, MCC, and agreement.
Does a customer pay a UPI merchant fee?
Do not equate customer charges with merchant-side MDR. NPCI’s FAQ says customers pay no charge for the PPI-on-UPI transactions covered by its PPI questions, but that statement is not a universal rule for every instrument, merchant arrangement, or separate surcharge.
How do I get a refund for a UPI payment?
For returned goods or rejected services, contact the merchant; NPCI says the merchant asks its bank to refund the charged amount through the defined process. Keep the original transaction reference and ask for refund status. There is no universal refund timeline established here.
Was my UPI payment deducted but failed?
Check whether the app marks it failed or pending, save the transaction reference, and raise a transaction-specific complaint in the app or with your bank. NPCI’s FAQ says a failed debit should be refunded and advises contacting the bank if it has not arrived within one hour; this is guidance, not a guaranteed resolution deadline.
Why is my UPI merchant payment pending?
NPCI says a payment may be delayed at the beneficiary bank and may reach the recipient within 48 hours once the bank completes daily settlement. Check status and avoid paying again until the first transaction’s outcome is clear.
What should I do if the merchant says they did not receive my UPI payment?
Check the transaction status and reference in your UPI or bank app. For pending payments, wait for status confirmation before retrying; for a successful payment without merchant confirmation, complain through the app or your bank. The merchant should check its acceptance records and contact its acquiring bank.
The Bottom Line
Do not assume that one UPI MDR rate, customer charge, or refund deadline applies to every merchant payment. Merchants should verify current fees, MCC treatment, settlement, and refund steps with their acquiring bank. Customers should check the transaction status and reference, avoid duplicate payment while it is pending, and use the app or bank complaint route for unresolved debits or refunds.
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