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1Scan for outdated or missing drivers - takes under a minute2Clear out junk files and repair common Windows errors3Fix the driver behind crashes, sound loss and screen glitchesIf a shop adds an amount specifically described as UPI, MDR (merchant discount rate), or a digital-payment fee, ask for it to be removed, preserve the bill and transaction record, and complain through your UPI app or participating bank. The Ministry of Finance says MDR is not a charge collected from UPI customers and that banks have been advised to stop merchants passing it on. If the merchant uses a different description, such as a service or convenience fee, its legal treatment may depend on the exact facts; do not assume every price difference is automatically an MDR violation.
What the current UPI fee rule means
MDR is a fee associated with processing a merchant payment and distributing money among participants in the payment ecosystem. It is not the same thing as a surcharge that a customer sees added to a bill. In a 15 September 2026 release, the Ministry of Finance described a merchant MDR framework for specified transactions and said the MDR is not a charge on customers. The ministry also stated: “Banks have been advised to ensure that merchants do not pass MDR charges on to customers.” (Ministry of Finance, 15 September 2026.)
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The same release reported that approximately 96% of merchant transactions remain unaffected by the framework. That is a ministry estimate about merchant transactions, not a statistic about customers, complaints, or every UPI payment. It does not make a merchant-side cost your liability.
The release concerns the position in force from 2026 and should be read separately from an earlier parliamentary answer. In an 18 August 2025 Lok Sabha answer, the Ministry of Finance cited section 10A of the Payment and Settlement Systems Act, 2007, and said that no bank or system provider shall impose a charge on a payer or beneficiary for prescribed electronic modes, including UPI. That answer also said there was then no proposal to impose transaction charges on UPI. Because the 2026 framework is later, the 2025 statement is background, not a description of the current framework. (Lok Sabha answer, 18 August 2025.)
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First, identify what the extra amount is
Before disputing a charge, look at the itemised bill, payment screen, poster near the QR code, or receipt. Write down the exact wording. “UPI fee,” “MDR,” “digital payment charge,” and “QR charge” indicate that the amount is being tied to the payment method. “Delivery,” “service,” “platform,” or another general description may be a different type of charge. The official material cited above addresses MDR and charges on UPI; it does not conclusively classify every fee given another name.
Ask the cashier or merchant to explain the basis and, if it is a payment-related fee, to remove it. Keep the response in a message, email, receipt note, or other written form when possible. A calm request is useful because you may need to show exactly what was said to the bank. Do not claim that every difference between a cash price and a digital price is unlawful when the invoice does not identify an MDR pass-through.
What to do at the shop: a step-by-step checklist
- Check the amount and label. Compare the advertised price, itemised bill, and final amount. Confirm whether the extra amount appears only because you selected UPI and whether the bill calls it MDR or a payment fee.
- Ask for removal or a specific explanation. Say that the Ministry of Finance describes MDR as not being a customer charge and ask the merchant to issue a corrected bill. If the merchant says the amount is a separate service or convenience fee, ask where that fee was disclosed and what service it covers.
- Save evidence before leaving. Photograph the itemised bill, fee notice, QR-area sign, or screen showing the charge. Preserve the UPI confirmation and note the merchant’s name, date, time, location, amount, and the app or bank used.
- Record the transaction identifier. Copy the transaction reference number or RRN (retrieval reference number) exactly. A screenshot is useful, but keep the text or a legible image in case the bank asks you to enter it.
- Request an adjustment if you already paid. Ask for a refund or corrected receipt and retain proof of the request. A complaint can still be filed if the merchant refuses; payment does not waive your ability to report the issue.
- Use the app or bank grievance route. Submit the facts and evidence through the UPI app or participating bank that handled the transaction. Keep the complaint number and any acknowledgement.
- Escalate through NPCI when appropriate. If the bank/app route does not resolve the issue or you need to register or track an eligible UPI complaint, use NPCI’s complaint portal and enter the requested transaction particulars. The portal routes the matter to the relevant member institution.
This process is a practical way to preserve your position; it is not a promise that a bank or NPCI will order a refund or decide that every differently named fee is prohibited.
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Where to complain and who is responsible
NPCI’s customer FAQ says you can raise a grievance or check a UPI transaction’s status through the UPI app of a participating bank. Start there because the bank or payment provider has the transaction record and can identify the merchant-side participant. (NPCI UPI Frequently Asked Questions.)
| Route | What to submit | Tracking | Who handles resolution |
|---|---|---|---|
| UPI app’s help or grievance section | Transaction reference/RRN, date, amount, merchant details, description of the added fee, and photographs or screenshots | Use the in-app ticket or transaction-status screen | The participating bank or payment institution’s support process |
| Participating bank’s customer-care or grievance channel | The same transaction particulars plus the merchant’s written explanation or refusal | Keep the bank complaint or service-request number | The bank or relevant member institution |
| NPCI complaint portal | Transaction details and the complaint category requested by the portal | Retain the NPCI complaint reference and use it to follow up | NPCI makes the complaint available to the relevant member bank or institution; that member is responsible for resolution |
NPCI describes its portal as a routing and tracking channel, not as a guarantee that NPCI itself will award money. Its instructions are at NPCI’s “Register a Complaint” page. The pages do not promise a particular turnaround time for a merchant-fee dispute, so keep monitoring the reference and use the bank’s escalation process if the response is incomplete.
What evidence makes a complaint useful
- Itemised bill or fee notice: It should show the original price, the added amount, and the wording used for the fee.
- UPI confirmation: Save the date, time, paid amount, merchant name or virtual payment address, and transaction status.
- Reference or RRN: Enter the number exactly as displayed; a missing or mistyped identifier can delay matching the complaint to the payment.
- Merchant information: Record the shop name, address or location, QR identifier if visible, and contact details shown on the receipt.
- Communication: Keep messages, emails, or a written note of what the merchant said when you asked for the fee to be removed.
- Your requested remedy: State whether you want the fee reversed, a corrected receipt, or an explanation of a separately disclosed charge.
Describe the event in chronological order: advertised or itemised price, payment method selected, amount shown before confirmation, amount actually debited, and the merchant’s response. Avoid sending unrelated personal data; provide what the bank or portal requests for that transaction.
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MDR pass-through versus another kind of price difference
When the evidence points to MDR
A fee is most clearly an MDR pass-through when the merchant labels it “MDR,” “UPI charge,” or a similar payment-processing amount and adds it solely because you used UPI. Quote that wording in the complaint and attach the bill. The Ministry of Finance’s 2026 statement is directly relevant to that fact pattern.
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When the label is different
A merchant may describe an amount as a convenience, service, delivery, or other fee. The sources used here do not establish that every such fee is legally identical to MDR. Ask what the amount pays for, whether it was disclosed before you ordered, and whether it applies regardless of payment method. Give the bank the exact description instead of re-labelling it yourself. The bank can assess the transaction under its rules and the applicable merchant arrangement.
When the advertised prices differ
If a merchant posts one price for cash and another for digital payment but does not itemise an MDR charge, preserve the advertisement and invoice and explain the difference. Do not assume the ministry’s 2026 MDR statement by itself resolves every pricing or consumer-law question. A bank complaint can establish the payment facts; a separate consumer or legal channel may be needed for a broader pricing dispute.
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If the transaction is unauthorised or fraudulent
A disclosed fee dispute is different from a payment you did not authorise. If the UPI transaction is fraudulent, unidentified, or unauthorised, contact your bank promptly through its official emergency or fraud channel. NPCI’s complaint instructions direct those categories to the customer’s bank rather than treating them as an ordinary merchant-fee query. Include the transaction reference, time, amount, and how you noticed the problem. Do not wait for the merchant to respond before notifying the bank.
How to phrase the complaint
You can write: “On [date], merchant [name] added ₹[amount] after I selected UPI. The bill describes it as ‘[exact wording].’ The transaction reference/RRN is [number], and the total debited was ₹[amount]. I asked the merchant to remove or explain the fee and received [response]. Please review whether this is an MDR pass-through, record the complaint, and advise the available remedy.” Replace the bracketed parts with your actual details inside the app’s form; do not submit guessed information.
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What not to do
- Do not delete the receipt, UPI notification, or chat after the merchant says it will “sort it out.”
- Do not share your UPI PIN, one-time password, or screen-control access while seeking a refund. A legitimate refund does not require disclosing your PIN.
- Do not file the same complaint repeatedly with inconsistent amounts or transaction numbers; update the existing reference instead.
- Do not describe a voluntary tip, delivery charge, or separately disclosed service as MDR unless the bill says so. Accuracy helps the bank route the case.
- Do not expect the NPCI portal to replace the bank’s fraud process or to guarantee a refund deadline.
What outcome to expect
The bank or member institution may ask for the invoice, transaction details, and evidence of the merchant’s explanation. It can determine whether the fee is connected to the payment transaction, seek information from the merchant’s acquiring institution, and tell you what remedy is available under its rules. Keep the complaint reference until the matter is closed. If the response does not address the fee description or evidence, ask the bank to explain its decision and use its next-level grievance channel.
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The official sources do not publish a guaranteed resolution period, success rate, or universal refund rule for this scenario. Treat any promised deadline from an individual merchant or support agent as a case-specific commitment, not a general UPI standard.
Bottom line for a UPI customer
A merchant should not pass an MDR charge on to you as a UPI customer under the Ministry of Finance’s 15 September 2026 statement. Ask for the charge to be removed, capture the exact wording and transaction evidence, and complain first in the UPI app or through the participating bank. Use NPCI’s portal to register or track an eligible complaint, remembering that the relevant member institution—not NPCI itself—is responsible for resolving it. Where the merchant uses another label, report the precise facts and let the bank assess whether it is an MDR pass-through or a different charge.
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