Payment failed
"Has the money been debited from your bank account, or not?" — Answer this before anything else. If it was debited, talk about the refund. If not, ask the customer to try again.
Steps — what to do
- Ask the customer to open their bank app and check whether the amount was debited. Banks sometimes hold the amount briefly and then release it.
- Confirm the account has enough balance for the full amount.
- If UPI failed, try NetBanking instead. For amounts above ₹1,00,000, only NetBanking is available — UPI is not.
- If it still fails, try a different payment method.
- If the money was debited but the order failed, reassure the customer — the auto-refund is triggered automatically; no action is needed from their side.
Payment status shows Authorized but the order is still pending, OR the money was debited more than 7 business days ago and the refund has not landed. Escalate to L2 — they will check the payment gateway logs.
⚙️ Background (agent reference — do not read to customer)
Payments are processed via Razorpay or BILLDESK. PaymentStatus flow: Created → Initiated → Authorized or Failed. UPI is hidden as a payment option when the amount exceeds Rs 1,00,000 — only NetBanking is available above that limit. If money was debited but the order failed, an auto-refund is triggered and lands in 5-7 business days.
UPI payments are not available for amounts above Rs 1,00,000. If a user can't see the UPI option, check the order amount first.