My amount is debited but my order is not confirmed

Modified on Wed, 20 Mar 2024 at 06:51 PM

This event could happen in one of the below cases:


Case 1: Your pay with reward payment was successful, but the merchant didn't fulfil the order.(Please refer to the attached screenshot.)


After the successful payment, we inform the merchant that the transaction is successful. The control to fulfil the order is with the merchant. In case an order fails at the merchant's side, the refund has to be initiated by the merchant and we process the refund only on their instructions. This usually takes 3-5 business days to reflect in your account.


In case the amount is not credited post 5 business days, follow the below steps:

1. Reach out to the merchant to initiate a refund, if not already done. (Note that we can't initiate refunds without the merchant’s permission.)

2. If the refund is initiated by the merchant, then you can reach out to us with the translation details.

3. We shall acknowledge the refund status and can share bank reference number, refund date, refund amount with you.

4. You can check with the banking partner for the refund status.


Case 2: Your payment was successful but your bank didn't inform us about the payment.(Please refer to the attached screenshot.)


 


In such cases, we do not get the information that your payment went through. However, in such cases, the responsibility to refund is with the bank. Bank usually initiates a refund within a day or two, which shall reflect in your account within 3-4 business days.


Alternatively, follow the below process:

1. Go to bank's payment app, and find the UTR/ Bank reference number of the transaction

2. Reach out to the support team of your bank with that UTR/ Bank reference number , and ask for a refund.


Case 3: Your UPI/ card/ wallet payment was successful, but you didn't have sufficient reward points OR your reward points provider system was down.(Please refer to the attached screenshot.)




This situation usually happens if the reward point provider doesn’t allow redemption of points at the time of transaction. This could also happen if you are transacting with rewards at multiple places at the same time.


In such cases, we initiate auto refund of your UPI/ card/ wallet payment within 24 hours of the transaction from our end. It may take up to 3-5 business days for the amount to reflect in your account.


If the issue is unresolved even after 5 business days, submit a ticket at Twid Support: https://support.twidpay.com/support/tickets/new.

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