Fund-Related Issues

1. What to do if the order gets canceled but the amount is deducted from the cardholder’s account?

Every merchant has its terms and conditions for refund and cancellation of products. The deducted amount can be refunded in any of the following ways:

• The amount will be credited to the merchant’s site wallet. No dispute should be raised in this scenario, claiming for a chargeback.

• The amount will be credited to the source account (cardholder’s account) within 5 to 7 days. If not, the cardholder can contact the issuing bank to raise a dispute. Then, the issuer can raise a chargeback based on the cardholder’s request with the appropriate proof.

2. What to do when funds are transferred successfully but the limit is not replenished?

The partner should inform M2P to take necessary action. In case of direct funding via the Business or Corporate Portal, the partner should contact the bank for further assistance.

3. How to check if transactions are not reversed online and it is still unsettled?

Step 1: Check the reversal transactions available in the Network Transaction Report.

Step 2: If the transaction is unsettled for the respective corporate/customer wallet, the partner should wait for the 5 calendar days as per the RBI in case of reversal is not received from the merchant for an unsuccessful transaction. If the customer still hasn’t received the funds, M2P will initiate the reversal once the TAT is over; otherwise, the partner should contact M2P to initiate reversals.