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If your UPI payment was debited but the merchant has not confirmed it, check the transaction’s status in your UPI app, save its transaction ID and complaint reference, and raise a transaction-specific complaint. For a domestic UPI merchant payment where confirmation did not reach the merchant, the Reserve Bank of India (RBI) sets an auto-reversal outer limit of T+5 calendar days, with ₹100 per day of compensation for delay beyond that limit.
Check the transaction status and keep a record
- Open your UPI app’s transaction history. Select the debit and check its current status. If the app offers a refresh option for a pending transaction, use it. NPCI’s UPI Help guidance describes this flow, but app labels and availability can vary. NPCI’s July 2023 UPI Help guidance
- Save the details. Keep the transaction ID, amount, date and time, merchant or payee details, a screenshot showing the status, and any complaint reference. These records help you identify the payment when contacting support.
- Ask the merchant to check its payment confirmation. A merchant may need to check its own payment records or order status. Avoid paying again until the first transaction’s status is clear, so you do not risk paying twice.
Raise a complaint against the transaction
Use the app’s transaction support or UPI Help option and select the debit in question. NPCI’s guidance lists the merchant complaint reason “Account debited but transaction confirmation not received at merchant location.” Follow the prompts to submit the complaint, then check its status and retain the reference. If your app does not offer UPI Help, use its equivalent support route and contact your bank.
NPCI advises contacting your bank if a failed debit is not reversed immediately. Its FAQ also says to contact bank customer support if a refund has not arrived within one hour. That one-hour prompt is NPCI FAQ guidance, not a guarantee that every merchant-payment issue will be resolved within an hour. NPCI’s UPI FAQ
Use the RBI deadline for the right transaction type
The applicable RBI deadline depends on whether you paid a merchant or transferred money to a beneficiary’s account. The RBI circular applies to covered domestic transactions where both the originator and beneficiary are in India. It defines T as the calendar date of the transaction, and calls the prescribed turnaround time the outer limit for resolution.
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| Transaction situation | RBI auto-reversal outer limit | Compensation for delay beyond the limit |
|---|---|---|
| UPI merchant payment: your account was debited, but transaction confirmation did not reach the merchant | T+5 calendar days | ₹100 per day |
| UPI funds transfer: your account was debited, but the beneficiary account was not credited | T+1 calendar day | ₹100 per day |
For the merchant-confirmation problem in this article, the relevant row is T+5—not five working days. The T+1 row applies to a funds transfer where the beneficiary account was not credited. RBI says the applicable compensation should be credited automatically, without waiting for you to make a complaint or claim. RBI’s 2019 circular on turnaround time and customer compensation
If the deadline passes without a reversal
Contact your bank with the transaction details and complaint reference, and ask for the status of the reversal and any compensation due under the applicable RBI limit. If you do not receive redress, RBI says customers may register a complaint under the Reserve Bank–Integrated Ombudsman Scheme. Consult RBI’s current official Ombudsman instructions for the procedure and eligibility requirements; those details may depend on the circumstances of your complaint.
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When the payment is pending—or the debit was unauthorized
NPCI’s FAQ describes a pending UPI payment as potentially successful but delayed at the beneficiary bank, and says the amount may reach the recipient within 48 hours after the beneficiary bank’s daily settlements. Treat that as NPCI FAQ guidance for the situation it describes, not as a replacement for the RBI deadlines above: merchant payments without confirmation and beneficiary transfers not credited have separate RBI turnaround limits.
If you did not authorize the debit, do not treat it as an ordinary pending or failed payment. Contact your bank urgently; NPCI’s UPI Help guidance directs customers to the bank for unauthorized transactions.
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