Guidance for Resolving Failed WhatsApp UPI Transactions

Key Takeaways:

1. Register a complaint with your bank to initiate the refund process for failed UPI transactions.

2. Follow specific instructions provided by the State Bank of India (SBI) for registering a complaint related to failed UPI transactions, including using the online portal link and providing required details.

3. Upon successful registration of the complaint, the bank’s concerned team will investigate the issue, and the customer will receive a complaint number for reference.

4. Refunds for failed transactions are typically processed within a specific timeframe, but customers can contact their bank’s customer support if the refund is not received within one hour.

5. The article also outlines the process of sending money via WhatsApp and provides an overview of the recourse available to customers for disputes related to transactions, as per the National Payments Corporation of India (NPCI) circular.

The scenario where a Unified Payments Interface (UPI) payment made through WhatsApp fails or the recipient does not receive the payment despite the amount being debited from the sender’s account. The article also includes a real-life example of a failed transaction by an SBI customer and the subsequent response from the State Bank of India (SBI) on how to address such issues.

Steps to Get Your Money Back for Failed WhatsApp UPI Transactions:

1. Register a Complaint with the Bank:

If you encounter a failed UPI transaction, you should register a complaint with your bank to initiate the refund process. In the case of SBI, the bank has provided specific instructions for registering a complaint related to failed UPI transactions. The customer is advised to visit the link https://crcf.sbi.co.in/ccf/ and select “Digital Payment” and then “UPI Payment/Transfer” under the category “BHIM SBI Pay (UPI) > UPI Payment/Transfer > Account debited but neither Beneficiary’s Credited nor amount refunded (P2P)” and provide brief details of the issue.

2. Complaint Resolution Process:

Upon successful registration of the complaint, the concerned team at the bank will investigate the issue, and the customer will receive a complaint number on their registered mobile number/email ID. The complaint will be dealt with within the timeline mentioned by the bank.

3. Refund Process:

In most cases of transaction failures, the money will be refunded back to the sender’s account. However, it is noted that sometimes the refund process may take longer than intended. If the refund is not received within one hour, the customer is advised to contact the bank’s customer support for assistance.

Sending Money via WhatsApp:

The article also provides a brief overview of the process of sending money via WhatsApp. Here are the steps outlined: Link Bank Account to WhatsApp:

To send and receive money via WhatsApp, you need an active UPI-compatible bank account in India linked to your WhatsApp account.

Sending Money:

After linking your bank account to WhatsApp, you can choose the person you wish to send money to from your WhatsApp contact list. Then, select the payment option after opening the chat window and enter the amount and your UPI PIN. Once the correct PIN is entered, the amount will be transferred to the receiver’s bank account.

Recourse for Disputes Related to Transactions:

The article mentions a circular from the National Payments Corporation of India (NPCI) dated October 10, 2023, which outlines the recourse available to customers for disputes related to transactions. Customers can reach out to their bank and raise disputes such as Chargeback, Pre-Arbitration, and Arbitration through their issuer bank. The acquiring bank is required to provide clear evidence to defend the dispute raised by the issuer bank, as per the UPI Operating and Settlement guidelines.

FAQ:

Q1: What should I do if a UPI payment through WhatsApp fails or the recipient does not receive the payment?

A1: If a UPI payment through WhatsApp fails or the recipient does not receive the payment despite the amount being debited from your account, you can register a complaint with your bank to initiate the refund process. The article provides specific instructions for registering a complaint with the State Bank of India (SBI) and outlines the expected resolution process.

Q2: How long does it take to receive a refund for a failed UPI transaction?

A2: Refunds for failed UPI transactions are typically processed within a specific timeframe. However, if you do not receive the refund within one hour, you can contact your bank’s customer support for assistance.