Refund not received — what to do
Step 1 — Confirm the timeline before escalating
Before you treat a refund as overdue, confirm the SLA has actually elapsed. The clock starts when the merchant marks the refund initiated, not when the return was picked up.
- UPI: 1–3 working days
- Debit / credit card: 5–7 working days
- Wallet: 1–3 working days
- EMI: 7–14 working days; future EMIs cancelled
- COD-to-bank: 7–14 working days
See our refund timeline explainer for the full payment-method matrix and what each step in the settlement chain does.
Step 2 — Get the gateway reference number
Every refund issued by a merchant generates a reference number on the payment gateway's side — variously called RRN (Retrieval Reference Number), refund ID, ARN (Acquirer Reference Number) or transaction ID depending on the rail. Ask the merchant's support for it. If they cannot produce one, the refund was likely never actually initiated.
Once you have the RRN, your bank can trace the credit on their side. Banks log inbound credits even when they fail (for example, due to a closed account), and the log will tell you whether the merchant's push reached the bank at all.
Step 3 — Escalate to the merchant's grievance officer
Every e-commerce entity operating in India is required under the Consumer Protection (E-Commerce) Rules, 2020 (Rule 4(4)) to appoint a grievance officer and publish their name, contact details and resolution timeline (within one month of receipt of the complaint). Marketplaces typically link this on their help-center footer. Write to the grievance officer with the RRN, the refund-initiated timestamp, the SLA breach and a clear ask.
Step 4 — National Consumer Helpline (1915)
If the merchant's grievance officer does not resolve within their stated timeline, file with the National Consumer Helpline. The NCH operates under the Department of Consumer Affairs, mediates with merchants through its convergence partner network (most major Indian merchants are registered partners), and most digital-refund cases close within a few days at this stage.
- Web: consumerhelpline.gov.in
- App: NCH App on Play Store and App Store
- Phone: 1915 (toll-free, multiple Indian languages)
- WhatsApp: 8800001915
Step 5 — e-Daakhil consumer commission
For matters where mediation does not yield results — or where you want a binding order — file a formal complaint at the consumer commission via the e-Daakhil portal. This is the digital filing system for the District / State / National Consumer Disputes Redressal Commissions established under the Consumer Protection Act, 2019.
- Portal: edaakhil.nic.in
- Court fee: nil for claims up to ₹5 lakh; modest fees thereafter (per CP Act schedule)
- You can self-represent; counsel is optional
When to use the RBI ombudsman instead
The RBI ombudsman is the right channel when the issue is on the bank / payment-rail side, not the merchant's. Examples:
- The merchant claims the refund was sent and produced an RRN, but the credit never landed in your bank account.
- An unauthorised debit was reported within the RBI's zero-liability window but the bank has not reversed it.
- A failed transaction was not auto-reversed within the RBI Turn-Around-Time framework.
File at cms.rbi.org.in. You must first complain to the bank and wait 30 days (or receive a final response, whichever is earlier).
Zlash One flags overdue refunds automatically
Zlash One stitches the merchant's "refund initiated" mail to the bank credit and flags refunds that have not landed within the expected window. You see the overdue list at a glance instead of finding it weeks later when you reconcile a statement.
Open Zlash One →Frequently asked
How long should I wait before treating a refund as overdue?
Use this rule of thumb: the merchant's "refund initiated" timestamp + the SLA for the original payment method, plus one extra working day for bank posting. UPI: ~3 working days. Cards: ~7. EMI / COD-to-bank: ~14. If the credit hasn't landed by then, escalate.
What is the National Consumer Helpline (1915)?
A free Government of India helpline operated by the Ministry of Consumer Affairs. Call 1915 or file at consumerhelpline.gov.in / via the NCH app. The helpline forwards your complaint to the merchant through its convergence partner network and tracks resolution. Most digital-refund cases settle within a few days at this stage.
When do I escalate to e-Daakhil instead of NCH?
When the matter requires a binding order (e.g., the merchant has refused the refund outright or NCH mediation has not produced a result). e-Daakhil (edaakhil.nic.in) is the official portal to file a formal consumer commission complaint under the Consumer Protection Act, 2019. There is no court fee for claims under ₹5 lakh.
What about the RBI ombudsman?
The RBI ombudsman handles disputes against banks and payment system providers — not merchant disputes. Use it when the issue is on the bank / payment-rail side: refund issued by merchant but never landed, unauthorised debit, failed transaction not auto-reversed within RBI TAT. File at cms.rbi.org.in.