This policy governs refunds for BBPS bill payments processed on the NextGenPay platform. Because BBPS is a real-time, biller-integrated system, transactions are typically irreversible once confirmed. This policy sets out how we handle exceptions.
1. When refunds are applicable
- Debit-without-credit: amount debited from your account but not credited to the biller (BBPS status: not success).
- Duplicate transaction: the same bill was paid twice due to a technical error attributable to us.
- Convenience-fee reversal: where the underlying bill payment failed.
2. When refunds are not applicable
- Payments made to the wrong consumer number entered by you.
- Successful payments where you subsequently wish to reverse the charge.
- Payments already reconciled and credited by the biller.
3. Standard turnaround times (TAT)
- Auto-reversal (BBPS network): T+1 to T+5 working days from the failed transaction date.
- Manual reversal (raised by user): up to 10 working days from the date we receive complete information from you.
- Bank-side refunds: once we initiate a refund, it may take an additional 3–7 working days to reflect in your account, depending on your bank.
4. How to raise a refund
- Visit our Grievance page and file a Level-1 complaint with your BBPS TRN, order ID, and screenshot of the debit.
- You will receive a ticket ID and acknowledgement within 24 hours.
- If unresolved within TAT, escalate to Level-2 (Nodal Officer), Level-3 (BBPS Ombudsman) or Level-4 (RBI Integrated Ombudsman).
5. Where refunds are credited
Refunds are credited only to the same source (UPI VPA, card, or bank account) used for the original transaction. We do not process refunds to a different account.
6. Chargebacks
If you initiate a chargeback with your issuing bank, the case is investigated per the respective card network's rules. If the chargeback is upheld, the amount is reversed subject to network TAT.
7. Contact
For any refund-related question, write to care@nextgpay.in with your BBPS TRN.