<\/span><\/h2>\nWhat should I do immediately if a payment gateway deducts money but doesn’t credit the merchant?<\/h3>\n
Check your dashboard transaction status, raise a written complaint with your gateway the same day, and note the date – this starts your 30-day clock to escalate to RBI. Quote RBI Notification 11693 in your complaint to invoke the failed-transaction TAT.<\/p>\n
How long does a payment gateway refund take in India?<\/h3>\n
RBI’s TAT circular mandates reversal within T+1 to T+5 working days for most digital payment instruments. Beyond this window, \u20b9100 per day delay compensation applies, payable by the entity responsible.<\/p>\n
Can a merchant file a complaint with the RBI Ombudsman?<\/h3>\n
Yes. The RB-IOS covers all customers of regulated entities, including merchants using licensed payment gateways and Payment System Participants, as clarified in the RBI Ombudsman FAQ.<\/p>\n
What is the RBI CMS portal and how do I use it to file a payment complaint?<\/h3>\n
cms.rbi.org.in is RBI’s free 24×7 online complaint portal. File only after 30 days of unresolved complaint with the regulated entity, or after a rejection. The toll-free helpline is 14448.<\/p>\n
What compensation can I claim if my payment gateway doesn’t resolve my complaint?<\/h3>\n
\u20b9100 per day for TAT violations under RBI’s 2019 circular, plus up to \u20b920 lakh for direct financial loss and \u20b91 lakh for mental agony under RB-IOS, if the Ombudsman rules in your favour.<\/p>\n
What if I’m not satisfied with the RBI Ombudsman’s decision?<\/h3>\n
Appeal to the RBI Appellate Authority within 30 days via the CMS portal or aaos@rbi.org.in. You can also pursue Consumer Court remedies under the Consumer Protection Act, 2019.<\/p>\n