Check the payment in the payer’s UPI app, then verify the matching credit in the bank account or acquiring-bank records specified by your merchant agreement. A payer’s “successful” screen or screenshot is useful evidence, but it does not by itself confirm that the money is visible in your merchant account.
Check the transaction in the payer’s UPI app
- Open the app’s transaction history. Find the payment in the UPI app used to pay. NPCI says past and pending payments can be viewed in transaction history; BHIM also directs users to its “Transaction” section for status. Menu names vary by app. NPCI UPI FAQs and BHIM FAQs
- Open the specific payment and compare its details. Check the recorded status, amount, date and time, and payee or merchant details. Note the transaction reference number if the app shows one. These details help distinguish the payment from other transactions and let the bank or acquirer investigate it.
- Check the merchant-side account separately. Search the bank, pool-account, or acquiring-bank records used for UPI settlement. Match the amount and time, and use the transaction reference where available. NPCI says the merchant receives funds in its pool bank account or merchant bank account according to its agreement, so the correct place to look depends on that arrangement. NPCI UPI FAQs
What each status means for checking receipt
| Payer-side status | What to check next |
|---|---|
| Successful | Look for the corresponding credit in the merchant account or acquiring-bank records. If it is not visible, ask the acquiring bank to check the transaction. |
| Pending | Treat the payment as unresolved. The payer can select it in the app’s transaction history and use the app’s help or complaint route; the merchant should check with its acquiring bank. |
| Failed | Check the payer’s app and bank records for the outcome and any refund. NPCI’s FAQ says failed transactions are refunded and advises contacting the bank if the refund has not arrived within an hour; confirm current guidance with the bank because timing and handling can depend on the transaction. |
Payment status and complaint status are different: a complaint being raised or reviewed does not itself show that the merchant has received credit.
If the payer sees success but the merchant has no credit
Contact the acquiring bank that enabled UPI for the merchant. NPCI says merchants need an acquiring-bank relationship to enable UPI and can raise a grievance or check a transaction’s status directly with that bank. Provide the transaction reference, amount, date and time, and the payer-side status. The merchant agreement identifies the relevant acquiring bank and account arrangement. NPCI UPI Merchant Solutions
If the payer’s transaction is pending
A pending status does not establish that the merchant has been credited. The payer should open the transaction in the app’s history and follow its help or complaint option for a pending or timeout payment, including the option for a beneficiary account not being credited where offered. Keep the complaint reference for follow-up. NPCI’s UPI Help guidance illustrates this kind of flow, but the exact labels and availability depend on the app or provider. NPCI UPI Help Brand Guidelines
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NPCI’s published FAQ says a pending transaction where the amount was debited but not credited may be delayed at the beneficiary bank, and says the amount will reach the beneficiary within 48 hours after the bank’s daily settlements. Treat this as NPCI’s general FAQ guidance, not a guarantee for every bank, transaction, or merchant settlement arrangement. For a merchant’s own account status, the acquiring bank remains the relevant contact. NPCI also says that if confirmation has not arrived within an hour, the customer should contact their bank. NPCI UPI FAQs
When to use NPCI’s complaint facility
NPCI’s complaint facility can check status in NPCI records and route a complaint to the relevant member institution. NPCI states that the member bank or institution is responsible for resolving it, so keep the complaint reference and follow up with that institution. For merchant-side discrepancies, contact the acquiring bank directly as well. NPCI UPI Complaints
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Protect the payer’s credentials
- Never ask for or share a UPI PIN to verify whether a payment arrived. NPCI says not to share the PIN and that bank customer support will never ask for it. NPCI UPI FAQs
- Transaction details and merchant-side account records are what the bank or acquirer needs to investigate a discrepancy; a customer’s authentication secret is not needed.
- Do not mark an order paid or release goods based only on an unverified screenshot when the merchant’s account records can be checked.
Product prices and availability are accurate as of the date/time indicated and are subject to change. Any price and availability information displayed on Amazon at the time of purchase will apply.
