• Participants in UPI
  • Payer PSP
  • Payee PSP
  • Remitter Bank
  • Beneficiary Bank
  • NPCI
  • Bank Account holders
  • Merchants

• Steps for Registration
  • User downloads the UPI application from the App Store/Play Store
  • User creates his/her profile by entering details like name, virtual id (payment address), password etc.
  • User goes to “Add/Link/Manage Bank Account” option and links the bank and account number with the virtual id

• Generating UPI – PIN
  • User selects the bank account from which he/she wants to initiate the transaction
  • User clicks one of the option

• Change UPI PIN
  • User receives OTP from the Issuer bank on his/her registered mobile number
  • User now enters last 6 digits of Debit card number and expiry date
  • User enters OTP and enters his preferred numeric UPI PIN( UPI PIN that he would like to set) and clicks on Submit
  • After clicking submit, customer gets notification (successful or decline)
  • User enters his old UPI PIN and preferred new UPI PIN (UPI PIN that he would like to set) and clicks on Submit
  • After clicking submit, customer gets notification (successful or failure)

• Customer Awareness on dispute handling procedure of decline UPI transactions

UPI TRANSACTION FAILED? & WHEN YOU WILL GET REFUND?

Customer should raise failed or decline transaction complaint to Bank/Branch through mail/telephonically/ website (Grievance Redressal Mechanism)

Sr.	Particulars	Turn Around Time (TAT-Period)	Customer Action	Bank Action	Result
1	Credit Adjustment DRC/RB	Within T+1 day	N/A	Remitter Bank will credit the decline transaction amount within TAT period	Customer account credited within TAT period
2	Chargeback raised	Within 45 Days	Customer will fill-up the Complaint form.	Remitter Bank will raised chargeback to Beneficiary Bank on NPCI Portal	CB in process
3	Chargeback Acceptance/ Re-presentment	Within 35 days	N/A	If CB Accepted- Remitter Bank will credit the transaction amount to customer account. If CB Re-presentment- Beneficiary Bank will share details with evidences and same will share with customer.	If CB acceptance- Customer received the transaction amount. Customer may go for next stage.
4	Differed Chargeback Raised	Within 45 days decline of chargeback	Customer will submit the complaint form.	Remitter Bank will raised Differed Chargeback to Beneficiary Bank on NPCI Portal	Differed CB in process
5	Differed Chargeback Acceptance/ Re-presentment	Within 3 days	N/A	If Differed CB Accepted- Remitter Bank will credit the transaction amount to customer account with compensation of Rs.100 per day from date of transaction If Differed CB Rejected- Beneficiary Bank will share details with evidences and same will share with customer.	If Differed CB acceptance- Customer received the transaction amount along with the compensation. Customer may go for next stage.
6	Pre-arbitration	Within 5 days	Customer will fill the Complaint form.	Remitter Bank Will raised Pre-arbitration to Beneficiary Bank	Pre-arbitration in process
7	Pre-arbitration Acceptance / Re-presentment	Within 3 days	N/A	If Pre-arbitration Accepted- Remitter Bank will credit the transaction amount to customer account If Pre-arbitration Rejected- Customer will go for next stage (Arbitration)	If Pre-arbitration acceptance- Customer received the transaction amount Customer may go for next stage.
8	Arbitration	Within 15 Days	Customer give the acceptance	Remitter Bank Will raise Arbitration to Beneficiary Bank	Arbitration in process
9	Arbitration Acceptance / Re-presentment	Within 3 days	N/A	If Arbitration Accepted- Remitter Bank will credit transaction amount to customer account If Pre-arbitration Re-presentment- Valid evidences and arbitration process decision will share with customer.	If Arbitration Accepted- Customer received the transaction amount.
10	NRP-NPCI Review Panel	30 days from next day of arbitration continue	Processing Fees Rs. 500+ GST	If NRP Accepted- Remitter Bank will credit the customer account with transaction amount. If NRP Re-presentment- Valid evidences and arbitration process decision will share with customer.	If NRP Accepted- Customer received the transaction amount, compensation and arbitration fees credited to customer account.
11	PRD-Panel for Resolution of disputes	15 days from NRP	Processing Fees Rs. 3000+GST	If PRD Accepted- Remitter Bank will credit transaction amount to customer account If PRD resentment- Valid evidences and arbitration process decision will share with customer.	If PRD Accepted- Customer received the transaction amount.
12	RBI-Appellate Authority	3 days from PRD	N/A	If RBI Accepted- Remitter Bank will credit transaction amount to customer account. If RBI resentment- Valid evidences and arbitration process decision will share with customer.	If RBI accepted- Customer received the transaction amount.
13	Wrong Credit Chargeback	Within 45 days	Customer will fill-up the Complaint form.	Remitter Bank will raised the wrong credit Chargeback to Beneficiary Bank	Wrong Credit CB in process
14	Wrong Credit CB Accept/ Re-presentment	Within 35 days	N/A	If Wrong CB Accepted- Remitter Bank is liable to credit the transaction amount If Wrong CB Re-presentment- Beneficiary Bank will share details with evidences and same will share with customer.	If Wrong CB acceptance- Customer received the transaction amount.
15	Fraud Chargeback	Within 45 days	Customer will fill-up the Complaint form into branch or mail to Bank with Cyber Crime FIR.	Remitter Bank will raise fraud chargeback to Beneficiary Bank on NPCI Portal also inform on Daksh Portal	Fraud Chargeback is in process
16	Fraud Chargeback Acceptance/ Re-presentment	Within 35 days	N/A	If Fraud CB Accepted- Remitter Bank is liable to credit the transaction amount. If Fraud CB Re-presentment- Beneficiary Bank will share details with evidences and same will share with customer.	Fraud CB Accepted- Customer received the transaction amount.

WHAT TO DO IF YOU DON’T KNOW.

Call Toll Free No- 18002022722

Email to Complaint desk- complaint@gsmahanagar.bank.in

UPI Support- upisupport@gsmahanagar.bank.in

Website- www.gsmahanagar.bank.in