PhonePe Wrong Transaction: How to Get a Refund?

Have you ever mistakenly sent money to the wrong person—maybe by entering an incorrect UPI ID, mistyping a phone number, or selecting the wrong contact? Or perhaps your payment is stuck in “pending” status? Experiencing issues with a PhonePe transaction can indeed be frustrating. Financial transactions can be stressful when there are issues.

When you transfer money to the wrong person instead of the intended recipient, it is referred to as an incorrect or wrong money transfer.

A pending transaction typically refers to a payment that goes into pending status after money is deducted. This could occur in multiple variations — you make a payment and the transaction is completed from your end but the recipient does not receive the money, the payment stays in pending status, or your transaction is cancelled but you do not receive the deducted money back.

Here’s how to request a reversal for failed or mistaken UPI payments:

Contact PhonePe Customer Support

This should be your first and most crucial step. You can reach them through the following ways:

In-app Help: This is usually the most efficient way. Go to the “Help” or “?” section within the PhonePe app and look for options related to failed or wrong transactions. You can often chat with a support agent there.

Phone Numbers: You can try calling their customer support numbers: * +91 80 6872 7374 * 080-68727374 / 022-68727374. Some sources also list 08461 047 825 and 0914 2275 265, but the first two are more consistently cited.

Email: While they used to have a support email, they now recommend using the in-app help for a faster response. However, you can try support@phonepe.com.

Raise a Ticket: Within the help section of the app, you should find an option to raise a ticket or report an issue.

Provide Transaction Details

When you contact customer support, make sure to have the following information ready:

Transaction Date and Time
Amount Debited
Your PhonePe registered mobile number
The UPI Transaction ID (if available)
The recipient’s UPI ID or mobile number (if you have it)
A clear description of what went wrong.

File a Complaint

Clearly explain that you made an incorrect transaction and formally request a refund. Be sure to note the complaint reference number provided by PhonePe for tracking purposes.

Monitor & Follow Up

Track your complaint status via the PhonePe app or their designated support channels. If the issue isn’t resolved within a reasonable timeframe (typically a few business days), reach out again and reference your complaint number for faster resolution.

Take Further Action if Needed

If your complaint isn’t resolved initially, PhonePe offers a structured grievance redressal process with multiple escalation levels. Refer to their official Grievance Policy (available on their website) for step-by-step guidance. You’ll also find contact details for their Grievance Officers there for direct escalation.

Notify Your Bank

In parallel, report the erroneous transaction to your bank. They may have specific dispute resolution processes, particularly if the recipient’s account is with the same bank.

National Payments Corporation of India (NPCI)

If you don’t get a resolution from PhonePe and your bank, you can file a complaint with the NPCI, which oversees UPI transactions.

UPI Dispute Redressal Mechanism – National Payments Corporation of India (NPCI)

Every end-user customer can raise a complaint with respect to a UPI transaction, on the PSP app / TPAP app.

End-user customer can select the relevant UPI transaction and raise a complaint in relation thereto

A complaint shall be first raised with the relevant TPAP in respect to all UPI related grievances / complaints of the end-user customers on-boarded by the PSP Bank / TPAP (if the UPI transaction is made through TPAP app). In case the complaint / grievance remains unresolved, the next level for escalation will be the PSP Bank, followed by the bank (where the end-user customer maintains its account) and NPCI, in the same order. After exercising these options, the end-user customer can approach the Banking Ombudsman and / or the Ombudsman for Digital Complaints, as the case may be.

The complaint can be raised for both the types of transactions i.e. fund transfer and merchant transactions

The end-user customer shall be kept communicated by the PSP / TPAP by means of updating the status of such end-user customer’s complaint on the relevant app itself.

Conclusion

PhonePe offers an Online Dispute Resolution (ODR) platform to assist users in resolving transaction-related issues, but to maximize the likelihood of securing a refund for an incorrect transaction, it is crucial to report the problem immediately and follow up consistently with the support team.

Prompt reporting ensures that the issue is logged and addressed swiftly, while persistent follow-up helps track the progress of your complaint, prevents delays, and increases the chances of a favorable resolution. Staying proactive and maintaining clear communication with PhonePe’s customer support can significantly improve the outcome of your dispute.