Fix issues with orders or payments to merchants

Use the information below to troubleshoot if:

The product or service that you ordered was missing.
The product or service that you ordered was unsatisfactory.
You sent money to a merchant but the transaction wasn’t successful.

Fix issues with order delivery or quality

If your transaction was successful but the product or service that you ordered from the merchant was missing or unsatisfactory, contact the merchant directly for support.

Fix issues with payments to merchants

Important: After you sent money to a merchant, you can’t cancel the transaction.

If you sent money to a merchant but the transaction isn’t successful, use the information below to troubleshoot.

Step 1: Find the transaction

Open Google Pay .
Scroll down and select See transaction history.
Select the transaction to see more details.

Step 2: Check transaction status

If the payment is successful, reach out to the merchant

If the payment is successful, the merchant has received the money. To request a refund, contact the merchant.
If money has debited from your account but the merchant says they didn't receive the credit or refund, contact your bank to file a chargeback. You can file a chargeback on the bank's official website or by visiting the physical bank branch.

If the payment is in process, wait for 3 business days

It can take up to 3 business days for your bank to complete the transaction. After the payment is processed, the transaction status will change to “Success” or “Failed.” Do not try to make the same payment again while the status is “Payment processing.”

If the payment is has failed, the money will be credited back to your account in 3 business days

If a transaction failed, check the bank statement for the bank account you’ve linked on Google Pay. The entry will say "UPI-REV" or "UPI-RET", followed by the UPI transaction ID.

Money deducted from your bank account will be refunded within 3 business days.

If money wasn’t debited from your account, you can try to make the same payment again.

Step 3: Report the transaction

If the money hasn't been credited back to your account after 3 business days, you can raise a ticket for Google Pay to investigate this further:

Open the Google Pay app .
Scroll down and tap See transaction history.
Tap the transaction you want to dispute.
Tap Having issues?.
To create a ticket, follow the on-screen instructions.

In some cases, you may need to share your bank statement from the date of the transaction until the date of the dispute. To do so, create a ticket using the steps above. When you reach the “Add Attachment” section,you can upload the required bank statements.

Important :

ATM mini statements and app screenshots aren't valid bank statements. Once you have shared the bank statement, wait 48 hours before you check the status of the dispute on the app.
Only the person who sent the money can report a transaction. If you didn't make the transaction, ask the person who did to report it.

If your transaction is more than 21 days old

Google Pay raises complaints via our partner banks for issues regarding transactions. If it's been more than 21 days since the date of your transaction, our partner banks are unable to raise a complaint on your behalf. To resolve this issue, contact your bank directly.

To get the contact details of your bank or institution, use DigiSaathi's 24x7 helpline. This helpline is an initiative of NPCI, on behalf of payment system operators and participants. To use the helpline, go to www.digisaathi.info. You can also call DigiSaathi at 14431 or 1800 891 3333.

If your issue still hasn't been resolved, raise a complaint with NPCI on their Dispute Redressal Mechanism portal. To go to the portal:

On your computer, go to www.npci.org.in.
At the top right, click Get in touch UPI complaint.