Double Payment Issue 

Applicable Laws Referenced:

• RBI – Harmonisation of TAT for Failed Transactions (2019 & updates)

• Payment & Settlement Systems Act, 2007

• NPCI UPI Procedural Guidelines

• Card Networks (Visa/Mastercard/Rupay)
  
  

  1. Purpose of This Policy

  To define the verification, refund, and customer communication process when a customer reports a double debit, duplicate charge, or multiple payment capture for a single order.
  
  

      2. Scope

       This policy applies to:

• UPI payments

• Credit/Debit cards

• Net banking

• Wallets

• EMI/Pay Later providers

• All online & offline payment gateways used by the company
  
  
  

  3. Definitions

  a. Double Payment

  When the customer is charged twice for a single transaction due to:

  1. Customer double-clicking/duplicate attempt

  2. Payment app auto-retry

  3. Payment gateway technical glitch

  4. Bank processing delay

• b. UTR / RRN

  Unique reference number generated by bank/payment gateway for reconciliation.

  c. Captured Payment

  Payment successfully received by merchant.

  d. Failed/Pending Payment

  Payment debited by bank but not yet captured by merchant.
  
  

  
  

  Customer Reporting Requirement (24-Hour Rule):
  
  

  If a customer notices that they have made a wrong or duplicate payment, they must raise a complaint with our Customer Support within 24 hours of the transaction.
  
  The complaint will only be accepted if the customer provides the mandatory proof (transaction screenshot + UTR/RRN numbers).
  
  

  The customer must submit the complaint using either one of the following official channels:
  
  

  1. Email Support

  Send an email to:
  ? contact@bluetyga.com

  The subject line should clearly mention:
  “Double Payment – Urgent Review Required”
  
  

  2. Support Ticket Portal

  Customers may also raise a ticket through the official Freshdesk link:
  ? https://bluetyga.freshdesk.com/support/tickets/new

  Before submitting, customers must review the required format and instructions in the official Freshdesk solution article:
  ? https://bluetyga.freshdesk.com/en/support/solutions/folders/1120000087099

  Complaints submitted without proper documentation or filed after the 24-hour window may lead to delays or rejection as per the company’s verification and audit policy.