My amount is debited, but the order failed

This event could happen in one of the below cases: 

Case 1: 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 in one of the following scenarios: 

1. You don't have sufficient reward points at the time of the transaction or your reward point issuer did not provide the correct point balance.
2. Your reward points are being used on multiple merchant's at the 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 upto 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.

Case 2: Your pay with reward payment was successful, but the merchant didn't full fill order.(Please refer to the attached screenshot.)

After we inform the merchant of the successful transaction, the merchant is responsible for successful order fulfilment. In case orders at the merchant's side fail, the refund against such a transaction has to be initiated by the merchant only. Once the merchant cancels the transaction, the refund is automatically initiated. 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. (The process can start only once merchant initiates the refund. It cant be initiated at our end)

2. If the refund is initiated by merchant, then you can reach out to us to with the refund 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 after the bank reference number (ARN) is shared with you.

Case 3: UPI / card/ wallet / banks go down or time out at the time of transaction.(Please refer to the attached screenshot.)

In such cases, the bank is responsible for initiating the refund and with in 3-4 business days your refund will be processed by the bank. 

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 refund.

Lastly, if your issue is still not resolved, reach out to us with transaction details, and we shall reach out to your bank and help you.