Customers Support
Orders and Delivery:
1. How do I check the status of my order?
→ When an order is placed and the transaction is successful, PayStation sends you a payment confirmation email. PayStation is a payment gateway that helps merchants with accepting online payments.
The orders are processed at the merchant's end. To check the status of your order, we suggest that you contact the merchant. If the merchant is not responsive, you can report here.
2. I did not receive the order confirmation email from the seller. What should I do?
→ The orders are processed at the merchant's end, when an order is placed successfully, the merchant sends an order confirmation email.
If you haven't received the order confirmation email from the merchant, do double check your promotions, updates folder, or SPAM inbox. If the order confirmation email is not found, we suggest that you contact the merchant. If the merchant is not able to resolve your issue you can raise a request with us here
3. My order has not been delivered yet. Can you help me?
→ The orders are processed at the merchant's end.
PayStation is a payment gateway that helps merchants with accepting online payments.
To know your order delivery status, we suggest that you contact the merchant.
If the merchant is not responsive, you can report the issue here.
4. The service I paid for has not been provided. Can you help me?
→ The order is processed and fulfilled at the merchant's end.
PayStation is a payment gateway that helps merchants with accepting online payments only.
To get an update on the service fulfillment, we suggest that you contact the merchant.
If the merchant is not responsive, you can report the issue here.
5. I want to track my order or I am unable to view my order on the seller's website/application. Can you help me?
→ The orders are processed at the merchant's end. PayStation is a payment gateway that helps merchants with accepting online payments.
To know the status of your order, we suggest that you contact the merchant. If the merchant is not responsive, you can report the issue here.
6. I have canceled/returned my order and have not gotten the refund yet. Can you help me?
→ The refunds are processed at the merchant's end. If the merchant has initiated the refund using PayStation, you will get a refund confirmation email from PayStation and the refund will be credited within 5-7 working days to your account.
If you haven't received the refund confirmation email from PayStation, we suggest that you contact the merchant.
If the merchant is not responsive, you can report the issue here.
7. I want to modify/exchange my order. Can you help me?
→ The orders are processed at the merchant's end. PayStation is a payment gateway that allows merchants with accepting online payments only.
To modify or exchange your order, we suggest that you contact the merchant. If the merchant is not responsive, you can report the issue here.
Payment Related
1. How can I check my order payment status?
→ When an order is placed and the transaction is successful, you will receive a payment confirmation email from PayStation. PayStation is a payment gateway that helps merchants with accepting online payments.
If there is no payment confirmation, this may mean that the transaction failed. If the amount is debited from your account, it should get auto-credited within 3-5 working days.
If you still have an issue, you can report the same here. For the fastest resolution, please mention the payment date and provide your order ID.
2. I have made the payment but did not get any payment confirmation. What should I do?
→ If the payment has been successful you would receive a payment confirmation email from PayStation. If you do not see the email, double-check your promotions, updates folder, or SPAM inbox.
If there is no payment confirmation email, this may mean that the transaction failed. If the amount is debited from your account, it should get auto-credited within 3-5 working days.
If you still have an issue, you can report the same here. For the fastest resolution, please mention the payment date and provide your order ID.
3. I made a payment. My account has been debited but the transaction failed. What should I do?
→ If the payment has been deducted from your account but the transaction failed, your account will be auto-credited within 3-5 working days as per the bank's timeline.
We suggest that you wait for at least 5 working days from the payment date and check your bank statement at the end of the 5 days. If you face an issue after 5 working days, you can report the same here. For the fastest resolution, please mention the Transaction No and the payment date.
4. I made a payment. My account has been debited but the transaction is showing pending. What should I do?
→ In certain cases, when a payment is initiated, the payment transaction may show as pending on the payment platform. Until the payment transaction shows successful, the order will not be placed.
Bank may take up to 2-3 working days to share the final status update for pending transactions.
During this time, PayStation will wait for the update from the bank/MFS, if the bank/MFS confirms the transaction as successful, the transaction status will change to successful and your amount will be auto-credited to your account within 5-7 working days from the date the bank confirms the status.
However, if the bank marks the transaction as failed, your amount will be auto-credited to your account within 5-7 working days. We suggest that you check your bank statement after 7 days of the date of payment in case of such transactions.
If you face an issue after working days, you can report the same here. For the fastest resolution, please mention the Transaction No and the payment date.
5. I haven't received the OTP to make the payment. What should I do?
→ PayStation is a payment gateway that helps merchants accept payments using multiple payment modes such as net banking, Card networks, wallets, etc. If you have initiated a payment using any payment platform ( For example Card, MFS, Net banking, etc) and the OTP is not received, we suggest that you reach out to the payment provider or the merchant.
If the merchant is not responsive, you can report the issue here.
6. I made a payment but the amount has been deducted twice. What should I do now?
→ If the amount has been debited twice, you can report your issue here. For the fastest resolution please do mention the payment date and Order ID. In the message section on the form, you can add a transaction ID.
8. What is Transaction Reference and where can I find it?
→ Transaction Reference (TR) number is Unique number. It is used for identifying a particular transaction. You will find the TR number in your bank statement. Some payment platforms may show it as Transaction ID.
Refunds
1. I have not received the refund for my canceled order. What do I need to do?
→ A refund amount may take 5 to 7 working days to be credited to your account.
The refund duration may differ depending on the factors including the merchant's refund policy, payment mode, etc. The refunds are processed at the merchant's end. If the merchant has initiated the refund, you would have got a 'refund initiated' mail from PayStation and can expect the amount to be credited to your account within 5 to 7 days of the date the email was received.
If you have not received any refund initiated email, we would suggest that you contact the merchant. If the merchant is not responsive, you can report the issue here.
2. I have not received the refund for my failed transaction. What do I need to do?
→ "In case of a failed transaction, your account should get auto-credited within 2-3 working days based on the bank refund policies. If you haven't received the money after 3 days, you can report your issue here. For the fastest resolution please do mention the payment date and Order ID. In the message section on the form, you can add transaction UTRs.
3. What is the status of my refund?
→ The refunds are processed at the merchant's end. PayStation is a payments platform that helps businesses accept payments. If the merchant has initiated the refund, you would have got a 'refund initiated' mail from PayStation and can expect the amount to be credited to your account within 5 to 7 days of the date the email was received.
If you have not received any refund initiated email, we would suggest that you contact the merchant.
If the merchant is not responsive, you can report the issue here.
4. I have not received my refund even after 7 working days. Can you help me?
→ If you have not received your refund even after 7 working days, you can report your issue here. For the fastest resolution, please do mention the payment Transaction ID, date and Order ID.
Disputes and Chargeback
1. I made a purchase but there is an issue. I want to open a dispute with a seller. How can I do it?
→ To open a dispute, you can report the issue within 30 days of payment by filling out the form(link). Our team will look into the transaction and work with you and the merchant to mitigate and resolve the issue.
Note:
* In general, in case of a dispute where the item is not received, a buyer must wait at least 7 days from the date of payment to escalate a dispute.
* Where an item has not been received, please do ensure you have given the seller enough time before opening a dispute
* We recommend that you share all details related to the transaction when you are filling out the form. This will help us resolve the issue at the earliest.
2. What is a chargeback and dispute and difference between them?
→ A dispute is a claim filed by either a cardholder or the issuing bank. There may be multiple stages involved in a dispute until a resolution is received. A chargeback is one stage in the dispute life cycle. If the dispute resolution is not reached during the inquiry stage, a chargeback is initiated by the seller where the seller reverses the transaction and the customer receives her money back.
3. How can I open a dispute or chargeback with a seller?
→ You can open a dispute by clicking here within 30 days of making the payment.
A dispute request may be raised where
* Payment is made but the order is not delivered (we recommend that buyer waits for at least 7 days from the date of payment before raising the dispute request in this case)
* Order received but varies significantly as compared to what was shown on the seller's website
Once a dispute request is received, PayStation works with both buyer and seller and collects the necessary documents. If the buyer wins the dispute, a chargeback is initiated by the seller where the seller reverses the transaction and the customer receives her money back.
4. How can I report a dispute with a bank?
→ A buyer if want to officially raise a dispute on a card payment may reach out to the issuing bank with details of the transaction including order ID, TR number, and payment details as may be necessary. You can get these details from the payment confirmation email that PayStation sends at the time of a successful payment. You can contact your home branch or any other brand to report the dispute.
Report a fraud
1. How do I report a suspicious transaction?
→ If you see any suspicious or unauthorized transactions, you can report your issue here. Do mention your TR and payment date on the form for the fastest resolution. We would also suggest that you make sure that the suspicious activity or unauthorized transaction has not been made by a family member using your card without your knowledge, or is related to a prior authorized auto-debit as in the case of periodic subscription plans.
2. I did not receive my order even after 10 days. I want to report a fraud case.
→ "The orders are processed at the merchant's end. PayStation is a payment gateway that helps merchants with accepting online payments. To get the status of your order delivery, we suggest that you contact the merchant.
In case the issue still remains unresolved, you can report it here.
3. I see PayStation on my statement, I do not remember making any payment to PayStation directly. I want to know what is this debit for?
→ PayStation is a payment gateway that helps merchants accept online payments. If you are seeing the PayStation name mentioned on a statement, it would be related to a payment made to a merchant using PayStation.
In case of successful payment, you would have got a payment confirmation email that would show the transaction details as well as merchant details. You can use the merchant details and contact the merchant for any transaction-related clarification.
If the merchant is unable to resolve your issue you can report it here. For the fastest resolution, we recommend that you provide the payment date, Order ID, and TR
4. I am trying to reach the merchant but the merchant is not responding. Can you help?
→ Orders are processed at the merchant's end, if the merchant is unresponsive you can report it here. For the fastest resolution, please do mention the payment date and order ID along with your concern in the message box.