1. Overview
Digifinpay facilitates transactions through partner banks and payment
networks. Refunds, reversals and settlements are governed by bank/NPCI
processes; Digifinpay will initiate and track the reversal process
where applicable.
2. Failed AEPS transactions
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If amount debited and transaction failed: We will
raise a reversal/ refund request with the acquiring bank and NPCI as
applicable. Reversal typically follows bank settlement cycles and
can take between 3–15 working days depending on the banks and NPCI
clearing timelines. (Actual timelines depend on bank/NPCI
processing.)
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Auto-reversals: Some failed AEPS transactions may
be auto-reversed by the bank/NPCI; in other cases manual
intervention is required and we will provide status updates to the
merchant and customer.
3. Duplicate / incorrect transactions
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For duplicate debits, we will verify logs, request bank reversal and
update the user when reversal completes.
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If a transaction was sent to an incorrect beneficiary due to user
error (incorrect account/Aadhaar), refunds will be processed only
after bank/NPCI investigation and may not be guaranteed. Users must
verify recipient details at the time of transaction.
4. Non-refundable items
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Service charges, convenience fees and applicable GST are
non-refundable unless we explicitly state otherwise in a merchant
promotion or agreement.
5. How to request a refund
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Email support@digifinpay.com with transaction ID,
merchant ID, date/time and customer mobile number.
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We will acknowledge within 24–48 hours and initiate bank/NPCI
escalation if required.
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We will update you with the case status and expected reversal
window.
6. Dispute escalation
If you are unsatisfied with the resolution, you can escalate using the
escalation path in your merchant/distributor agreement or through the
bank grievance channels. For AEPS related rules and transaction types
refer to NPCI AePS documentation.
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