A customer's money was debited but the order failed in India. When is it reversed?
By the Menuthere editorial team · Last updated
The money must be reversed within T+5 days. Under RBI rules, if a UPI or online card payment is debited but the merchant gets no confirmation, the bank must auto-reverse it, or pay the customer ₹100 a day.
- T+5 days: the auto-reversal deadline counts from the day of the transaction.
- ₹100 a day: the compensation owed to the customer if the deadline is missed.
- Ask for the payment reference: the customer's bank message or screenshot lets you check your gateway.
- Reassure the customer: tell them the order did not go through and how long a reversal takes.
Match a payment to an order
Menuthere sends payments through your own gateway account and shows each order's status, so you can match a payment reference to an order.
Next questions
Sources (2)
- RBI: failed transactions and turn-around time, Reserve Bank of India, 20 September 2019
- Menuthere: online ordering, Menuthere, read 21 October 2026