Online Dispute Resolution (ODR) for digital payments
Requires authorised payment system operators and participants to offer customers an online, rule-based way to raise and resolve disputes and grievances about digital payments.
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Financial Operations · ChargebacksChargebacks and disputes — what happens, and how to respond.
When a customer disputes a payment with their card issuer or bank, Paynancial shares the transaction evidence with you so you can respond within the network's timeline. Here is how the process works, and how to reduce disputes in the first place.
- Evidence shared with you
- Time to respond
- Network or bank decides
- Refunds tracked
In short
A chargeback is a payment reversal a customer raises with their card issuer or bank — for example when they believe a transaction was unauthorised, or that the merchant did not deliver as promised. Under Paynancial's Refund Policy, when Paynancial receives a chargeback notification it shares the relevant transaction evidence with the merchant, who can respond within the network's applicable timeline (typically 7–10 days). The card network or bank makes the final decision.
Overview
What chargebacks mean on Paynancial.
A refund and a chargeback both return money to a customer, but they start in different places. A refund is something you issue. A chargeback is something the customer raises through their own bank or card issuer — usually because they did not recognise the payment, or because an order was not delivered and the matter was not resolved directly.
On Paynancial, the chargeback process is set out in the Refund Policy: Paynancial receives the notification, shares the transaction evidence with you, and you respond before the network's deadline. Every refund you issue is tracked to completion — often the strongest answer to a "not refunded" dispute.
Availability: This page describes the chargeback process in Paynancial's published Refund Policy. A dedicated chargeback management tool — such as a disputes dashboard or API — is not described on this site; ask our team.
How it works
Step by step.
- 01Customer disputes
The customer raises a chargeback with their card issuer or bank.
- 02Paynancial is notified
The chargeback notification reaches Paynancial.
- 03Evidence shared
Paynancial shares the relevant transaction evidence with you.
- 04You respond
Respond with your evidence within the network's applicable timeline — typically 7–10 days, per the Refund Policy.
- 05Decision
The card network or bank makes the final determination.
What Paynancial does
Your side of the process.
As set out in the Refund Policy and the Paynancial platform.
- Chargeback notification
- Paynancial receives the chargeback notification from the network or bank.
- Transaction evidence
- The relevant transaction evidence is shared with you, so you can respond.
- A window to respond
- You can respond within the network's applicable timeline — typically 7–10 days.
- Refund records
- Each refund is tracked from request to completion, which shows whether a customer was already refunded.
- Audit trail
- Every payment, payout and refund is tied to the API key or session that made it.
- Transaction history
- Payment Analytics shows each transaction with its method, status and date.
Where it lives
Across the Paynancial platform.
Chargebacks is not a separate system — it runs through the products and tools you already use.
| Where | What it gives you |
|---|---|
| Refund Policy | The published chargeback and dispute process. See Chargebacks & Disputes. |
| Refunds | Refund before a dispute starts, and show the record if it does. See Refunds. |
| Payment Analytics | The transaction details your response relies on. See Payment Analytics. |
| Webhooks | Payment and refund events so your own order records stay accurate. See Webhooks. |
In India
Disputes for merchants in India.
- Card payments
- A cardholder raises a chargeback with the bank that issued their card; the card network's rules set the process and the deadlines.
- UPI and netbanking
- For account-based payments, the customer raises the dispute with their own bank, which handles it.
- Failed or duplicate debits
- If money was debited but the merchant got no confirmation, the Refund Policy says the payment is flagged for reconciliation and usually reversed automatically — that is not a chargeback.
- Your refund policy
- Merchants on Paynancial must publish a clear refund and cancellation policy and process approved refunds promptly.
Compliance in India
The RBI and NPCI rules around chargebacks in India.
A plain-language guide to the frameworks that apply. It is general information, not legal advice, and not a statement of Paynancial's own licences or authorisations.
UPI Online Dispute Resolution (UDIR)
NPCI's mechanism for customers to raise and track UPI complaints — such as a payment debited but not credited — from within their UPI app.
Turn Around Time (TAT) for failed transactions
Sets the time within which failed digital transactions — for example, a customer debited without the merchant being credited — must be reversed or resolved across authorised payment systems such as UPI, cards and IMPS, and the compensation due to the customer when that time is missed.
Payment Aggregator and Payment Gateway guidelines
RBI's framework for payment aggregators — businesses that collect payments on behalf of merchants — covering authorisation, merchant due diligence, how merchant funds are held and settled, and grievance handling. Payment gateways are treated as technology providers.
Regulators update these rules by circular, so always check the current text at the source: Reserve Bank of India · NPCI. For Paynancial's own security and compliance posture, see the Trust Center.
Good practice
Getting it right.
- 01Refund before they dispute
A prompt refund for a genuine problem costs less than a dispute.
- 02Keep the evidence
Hold on to delivery confirmations, invoices and customer messages for every order.
- 03Be recognisable
Make sure customers can recognise your business name on their statement and reach you easily.
- 04Respond on time
Treat the network's deadline as fixed; a late response can lose a dispute you would have won.
FAQ
Chargebacks questions.
What is a chargeback?
A chargeback is a payment reversal a customer raises with their card issuer or bank — for example when they believe a transaction was unauthorised, or that the merchant did not deliver as promised and the matter was not resolved directly.
What happens when a customer raises a chargeback on Paynancial?
Under Paynancial's Refund Policy, when Paynancial receives a chargeback notification it shares the relevant transaction evidence with the merchant, who can respond within the network's applicable timeline (typically 7–10 days). The card network or bank makes the final decision.
What is the difference between a refund and a chargeback?
A refund is something the merchant issues. A chargeback is something the customer raises through their own bank or card issuer. Refunding a genuine problem promptly is usually the best way to avoid a chargeback.
How can I reduce chargebacks?
Refund genuine problems promptly, keep delivery confirmations, invoices and customer messages, make sure customers recognise your business name, publish a clear refund and cancellation policy, and respond to disputes before the deadline.
Talk to us about chargebacks.
Tell us how your business takes and moves money, and we will show you how it fits.