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If your UPI account was debited but the merchant has not confirmed the payment, check the transaction status in your UPI app, save its transaction details, and raise a complaint against that transaction through the app or your bank. For a domestic UPI merchant payment where confirmation did not reach the merchant, RBI’s prescribed outer limit for auto-reversal is T+5 calendar days—not five working days. If the debit was a funds transfer to an individual and the beneficiary was not credited, a different limit applies: T+1.
Check the transaction status and keep a record
- Open your UPI app’s transaction history and select the debit. Check the status and refresh it if the app offers that option. NPCI’s July 2023 UPI Help guidance describes checking transaction history and refreshing a pending status, but labels and availability vary by app. See NPCI’s UPI Help guidance.
- Save the transaction ID, amount, date and time, merchant or payee details, a screenshot of the status, and any complaint reference. These details help you track the case; NPCI’s guidance is not a regulator-mandated evidence checklist.
- Ask the merchant to check its payment confirmation or reconciliation. Avoid paying a second time until you have clarified the first transaction’s status, so you do not risk a duplicate payment.
A pending, failed, or successful status can lead to different complaint reasons. NPCI’s FAQ says a pending payment may reflect a delay at the beneficiary bank, and describes the amount reaching the recipient within 48 hours after that bank’s daily settlements. Treat this as NPCI’s FAQ guidance, not as a substitute for the RBI deadline applicable to a merchant payment without confirmation. Read NPCI’s UPI FAQ.
Raise a complaint against the transaction
In your UPI app, open the transaction and use its complaint, help, or support option. If the app offers NPCI’s UPI Help flow, the listed merchant complaint reason is “Account debited but transaction confirmation not received at merchant location.” NPCI’s July 2023 guidance describes selecting the transaction, choosing UPI Help and a reason, confirming the complaint, and checking its status; it says UPI Help can be used after five minutes. Not every app uses the same labels or implements the flow.
If UPI Help is unavailable, use the app’s equivalent support route. Contact your bank’s customer support as well if the debit remains unresolved, and keep the complaint reference. NPCI’s FAQ advises contacting the bank if a failed debit is not reversed immediately; it also suggests contacting bank support if a refund has not arrived within one hour. That one-hour prompt is FAQ support guidance, not a guaranteed resolution time or the RBI outer limit for a merchant-payment case.
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NPCI’s FAQ states, “In case of failures money will be refunded back to your account.” This general FAQ statement does not replace the transaction-specific regulatory timelines below. NPCI UPI FAQ.
Use the RBI deadline for the correct transaction type
RBI’s 2019 framework sets the prescribed turnaround time (TAT) as an outer limit for covered domestic transactions, where both the originator and beneficiary are in India. RBI defines T as the calendar date of the transaction. The limits differ depending on whether you paid a merchant or transferred funds to a beneficiary account.
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| Transaction case | RBI auto-reversal limit | Compensation for delay beyond the limit |
|---|---|---|
| UPI merchant payment: account debited, but transaction confirmation did not reach the merchant location | By T+5 calendar days | ₹100 per day beyond T+5 |
| UPI funds transfer: account debited, but beneficiary account was not credited | By T+1 day | ₹100 per day beyond T+1 |
These are separate cases in RBI’s table: the T+1 limit for an uncredited beneficiary transfer is not the limit for a merchant payment missing confirmation. For the merchant-payment situation in this article, use T+5. The circular says the prescribed TAT is “the outer limit for resolution of failed transactions.” Read the RBI circular on failed transaction turnaround times.
RBI says compensation for delay beyond the applicable limit is credited automatically, without waiting for a customer complaint or claim. A merchant’s separate order or fulfillment status may not be the same as the payment-system confirmation or reversal process; these timelines do not establish that every merchant follows the same customer-service schedule.
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If the applicable deadline passes
If the transaction has not been reversed or otherwise resolved within the applicable RBI limit, follow up with your bank using your transaction and complaint references. RBI says customers who do not receive redress may register a complaint under the Reserve Bank–Integrated Ombudsman Scheme. Check RBI’s current official Ombudsman instructions for the current portal process and eligibility requirements. RBI complaint and Ombudsman information.
Independent reader supportYour contribution helps us test, update, and keep practical guides available for everyone.If the debit was not authorized
If you did not make or authorize the payment, treat it as a possible unauthorized transaction rather than a delayed merchant confirmation. Contact your bank urgently and report it through the bank’s fraud or unauthorized-transaction channel. NPCI’s UPI Help guidance also directs users to contact their bank for unauthorized transactions.
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