If your UPI payment was debited but the merchant says it has not arrived, first check the transaction status in your payment app and the linked bank account. A debit alone does not prove the merchant received confirmation. The next step depends on whether the transaction is pending, failed, or marked successful.
Check the transaction status before paying again
Open the payment in your UPI app’s transaction history and note the status, date and time, amount, merchant name or UPI ID, and transaction ID or RRN. Check the linked bank account or statement as well. Keep any app complaint reference or bank complaint number with these details.
Until the result is clear, avoid making the payment a second time. Ask the merchant to check its own payment record before you retry; a debit on your side does not by itself confirm that the merchant’s system recorded the payment.
If the UPI payment is pending
Pending means confirmation is still awaited. Refresh the transaction status in the app and allow time for the payment to settle. NPCI’s UPI FAQ says a debited amount for a pending payment should reach the beneficiary within 48 hours once the beneficiary bank completes its daily settlements. This is NPCI guidance, not a guarantee that every transaction will resolve on that schedule.
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If the app offers a complaint option for the transaction and the merchant still has no confirmation, use the merchant-payment reason described below rather than treating a pending status as an automatic refund.
If the payment is marked failed
NPCI says money from a failed UPI transaction should be refunded to the account, though the reversal can take longer than intended. If the debit remains and the amount has not returned, contact the bank linked to the debited account through its official support or grievance channel. Give the bank the transaction record and ask it to trace the debit.
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If your app says successful but the merchant has no confirmation
Select the transaction in your UPI app and raise a complaint using the merchant-specific issue: “Account debited but transaction confirmation not received at merchant location.” NPCI’s UPI Help guide says this complaint can be raised after five minutes. Save the complaint reference and check its status in the app.
The merchant can also ask its acquiring bank—the bank that processes payments for the merchant—to check its side of the transaction. This is distinct from your payer bank, which is linked to the account debited.
Escalate to your bank, then RBI if necessary
Contact the payer’s bank
If the app complaint does not resolve the problem, file or follow up on a complaint with the bank linked to the debited account. Use the bank’s official grievance channel and include the UPI transaction ID or RRN, transaction date and time, amount, merchant or payee details, app status, and the app complaint reference. NPCI’s complaint process routes complaints to the relevant member institution, which is responsible for resolving them.
Use RBI’s complaint route when eligible
As of October 4, 2026, the Reserve Bank–Integrated Ombudsman Scheme, 2026 is in force; it took effect on July 1, 2026, replacing the 2021 scheme. First complain to the regulated entity, such as your bank. If it rejects your complaint, its response is unsatisfactory, or it does not reply within 30 days, check the scheme’s eligibility rules and file through RBI’s Complaint Management System (CMS).
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What information to keep—and what not to share
- UPI transaction ID or RRN, transaction date and time, and amount.
- Merchant or payee name or UPI ID, plus any order, invoice, or merchant confirmation details.
- The status shown in the UPI app and the corresponding bank-account entry.
- Your app complaint reference and any bank complaint or docket number.
NPCI’s complaint form requests transaction information including date, transaction number or RRN, bank, account information, and amount. Provide account details only through a secure official complaint channel; do not post them publicly.
Independent reader supportYour contribution helps us test, update, and keep practical guides available for everyone.Protect yourself from fake refund requests
Never share your UPI PIN with a merchant, caller, or support agent. Do not approve a collect request or payment request presented as a way to receive a refund. For suspected fraud, contact your bank using its official channel.
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