Refunds

The Refunds page shows all refunds/reversals made by the merchant to the customer. These include both reversals made against a forward transaction (payment made through PhonePe) and refunds where the merchant pays to a customer with a valid PhonePe ID where the original transaction was not made through PhonePe.

Tab1: View Past Refunds

  1. MERCHANT IDs
    By default, refunds across all brands and GSTs are visible. However, you can choose particular merchant IDs from the top right corner to access specific transactions.

  2. TIME PERIOD
    By default, the merchant is able to see refunds made during the past 7 days.You can change the time period for which you want to check transactions. Click on the calendar in the top right corner to select the date range.

  3. CONSUMER SPECIFIC
    You can also search for refunds of a particular consumer by entering the consumer’s phone number in the box “Mobile Number”.

  4. STORE SPECIFIC
    Additionally, you can also search for refunds done against original transactions from a particular store by putting in the Store ID in the box with label “Store ID”

  5. TERMINAL SPECIFIC
    Additionally, you can also search for refunds done against original transactions from a particular store by putting in the Terminal ID in the box with label “Terminal ID”.

Refund Details:

This will show you the details of the refund made along with the corresponding transaction details against which the refund was made.

  • Provider Reference ID: This is the PhonePe refund transaction ID which is unique.
  • Customer Mobile Number: The number on which the refund has been processed. This will be the same number using which the customer had made the payment.
  • Merchant Transaction ID: This reference ID is also unique and is generated from merchant system which is captured on our side.
  • Merchant Order ID: The Order ID remains the same as of the original transaction and is shown to provide the context for better recon.
  • UTR/ARN: This is the unique reference number generated once the refund is credited to customer account. UTR is generated for Account/UPI payment and ARN for card payment. There is no UTR generated in case of wallet refund.
  • Amount: The total amount refunded to the customer. The amount can vary from the original transaction since the amount refunded could have been adjusted if there is any cashback applied which is shown below the transaction details on the same page.

Tab 2: Initiate Refunds

This section is for merchants who do refunds on a bulk basis through CSV upload.

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Refund for merchants owned directly by the business only I.e. a franchisor is not able to refund on the behalf of franchisees.

Upload .csv file containing the following fields.

Download a template document by clicking on ‘Download Sample Document’

The refund is processed by the system and once all the requested refunds are processed, a summary report is generated.

The summary provides:

  • Total number of refunds requested,
  • Count of successful refunds,
  • Count of refunds that failed due to other errors (e.g. network issue, etc),
  • Count of errors due to exceeding the allowable refundable amount (i.e. the original transaction is of a smaller amount than the requested refund, or if the partial refund is already processed and the allowable refund is lower than requested refund),
  • Amount successfully refunded.

Tab 3: Reports

In this tab, a report can be generated by clicking on the button - “Generate report” on the right-hand top corner.

A pop up will open where duration can be selected for report generation. Additionally, more filters can be applied to transactions - Status (Pending, Completed, Failed) and Instrument (Wallet, UPI, Debit Card, Credit Card) and corresponding report can be generated.

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Refund for merchants owned directly by the business only I.e. a franchisor is not able to refund on the behalf of franchisees.