Charged twice, or payment failed but money debited: what to do

By Haqdaar · Published 2026-10-17 · Updated 2026-10-17

If a payment failed but your account was debited, RBI's 20 September 2019 rules require automatic reversal: T+5 days for failed merchant payments by UPI or card, and T+1 for failed UPI or IMPS transfers. Calendar days count, and the bank owes ₹100/day after that. If two payments actually went through, ask the merchant for a refund of the duplicate.

First, work out which case you're in

• Failed but debited: the app or merchant shows "failed" or no order, but money left your account. RBI's TAT rules apply. Complain to your own bank.
• Genuinely charged twice: both payments succeeded and the merchant received both. This is a refund from the merchant or platform, under its refund policy and, for online orders, the Consumer Protection (E-Commerce) Rules, 2020.
• Not sure? Check your statement for two separate UTRs/transaction IDs, and whether the merchant shows one or two successful payments.

What should I do?

1. Collect the date, amount and both transaction IDs/UTRs.
2. Failed-but-debited: complain to your bank in writing, quoting RBI circular DPSS.CO.PD No.629/02.01.014/2019-20 and asking for reversal plus compensation. Duplicate charge: write to the merchant (for online platforms, their grievance officer) and ask for the duplicate amount back.
3. Bank doesn't reply in 30 days, or you're unhappy with its reply: complain free to the RBI Ombudsman at cms.rbi.org.in within 90 days (RB-IOS 2026). Merchant doesn't resolve it: National Consumer Helpline (1915).

Q&A

Do I need to claim the ₹100/day?

RBI says compensation is credited suo moto, without waiting for a complaint. If it isn't, ask for it in writing.

Card payment on a website failed but I was debited?

Card-not-present (e-commerce) failures have a T+5 deadline, then ₹100/day.

Can I file myself?

Yes, and it's free. Haqdaar can file and chase it for you if you'd rather not.

Sources

• RBI, "Harmonisation of Turn Around Time (TAT) and customer compensation for failed transactions using authorised Payment Systems", RBI/2019-20/67, DPSS.CO.PD No.629/02.01.014/2019-20, 20 Sep 2019 (in effect 15 Oct 2019): https://www.rbi.org.in/Scripts/NotificationUser.aspx?Id=11693
• RBI FAQs on the Reserve Bank - Integrated Ombudsman Scheme, 2026: https://www.rbi.org.in/Scripts/FAQDisplay.aspx?Id=153
• National Consumer Helpline: https://consumerhelpline.gov.in

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This is general information, not legal advice. Haqdaar is not a law firm. Filing yourself is free.