Refund and Cancellation

How much time will it take for a payment to be accepted by the biller?

1. Some billers take a maximum of 3 business days to accept the payment after the transaction is completed on Onestack.

2. We request you to pay your bills at least 3 business days before the payment due date to avoid inconvenience

Can a bill payment be cancelled for a refund?

No, bill payments once made by you cannot be cancelled for a refund.

Why am I unable to make a bill payment?

1. Please ensure that you enter the correct authentication and account details while making a bill payment

At times, the delay could be due to technical reasons. Please retry after sometime.

My payment was successful, but the bill payment failed.

Some of the common reasons for failed bill payments include:

1. Incorrect authenticator details like account no, customer ID etc

2. Late payment fee not added to the outstanding bill amount

3. Technical issues at the biller's end

In case of failure, a refund will automatically be processed to your account. Refunds may take up to 2-4 business days, depending upon your bank's policy.

More Questions

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How do I make a bill payment?

1. You can make bill payments on the Onestack mobile app.

2. On the SayfPe Mobile App, click on the specific utility for which you want to pay and follow on-screen instructions. For example, electricity, landline, gas etc.

3. You can also click on recent bills from your onestack app home screen

What are the eligible payment methods for a bill payment transaction?

You can make bill payments using your Net banking, credit/debit card and UPI.

 

The payment is successful on SayfPe app, however my biller states that the bill is outstanding.

1. Some billers take up to 3 business days from the date of transaction on OneStack to confirm payment receipt.

2. If the payment has still not been accepted after 3 business days, the transaction will be cancelled by OneStack and a refund will automatically be processed to your account.

Can I get a payment receipt for my bill payment?

1. The receipt for your bill payment transaction can be downloaded from the order details on Your transactions page

What all utility bill payments are supported by SayfPe?

Currently we support electricity, landline, broadband, water and gas bill payments.
 

Why do I see a BBPS logo on my bill payment page?

1. Since the biller is part of the Bharat Bill Pay System (BBPS) system, a BBPS logo appears on the bill payment screen

2. BBPS is a National Payment Corporation of India (NPCI) initiative. It enables interoperable bill payment services to customers and provides instant payment confirmation

3. NPCI, as the central unit, also undertakes clearing and settlement activities related to transactions routed through BBPS, thus enhancing customer confidence and experience

I am not happy with the resolution provided by the biller, can I raise a complaint?

Yes, you can raise a complaint via BBPS (Bharat Bill Pay System).

1. Please enter your BBPS reference number, select the issue code, describe the issue and submit a complaint.

2. BBPS number can be found on order details page on Your Orders. You can raise only one complaint for one BBPS reference number

3. If you are raising a complaint for a transaction done outside SayfPe, please note that you will be able to raise a complaint for a BBPS reference number only if the mobile number associated with the transaction is the same as the mobile number registered with SayfPe.

How long does BBPS issue resolution take?

1. Your complaints are resolved by NPCI appointed operating units and the SLA ranges from 4-7 working days

2. Please note that OneStack does not look into these complaints and will not be sending any notification when the complaint gets resolved

Is there a purchase limit for bill payments?

1. Yes, there is a purchase limit for bill payments

2. If multiple bill payment orders are placed through the same OneStack account or multiple SayfPe accounts amounting to unfair usage of the bill payment system, we reserve the right at our sole discretion to cancel any bill payment order without prior notice

Is there any upper limit for the value of the bill payment?

Yes. Only bill payments of up to the value of Rs. 25,000 are permitted on sayfPe (i.e, any order of Rs. 25,000 or above will not be processed). This limit of Rs. 25,000 is applicable across our App to all bill payment related categories, including electricity, gas, piped gas, water, landline, broadband and municipal tax bill payments.

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WEALIDES FINTECH PRIVATE LIMITED believes in helping its customers as far as possible, and has therefore a liberal cancellation policy. Under this policy:

• Cancellations will be considered only if the request is made within 2 days of placing the order. However, the cancellation request may not be entertained if the orders have been communicated to the vendors/merchants and they have initiated the process of shipping them.

• WEALIDES FINTECH PRIVATE LIMITED does not accept cancellation requests for perishable items like flowers, eatables etc. However, refund/replacement can be made if the customer establishes that the quality of product delivered is not good.

• In case of receipt of damaged or defective items please report the same to our Customer Service team. The request will, however, be entertained once the merchant has checked and determined the same at his own end. This should be reported within 2 days of receipt of the products.

• In case you feel that the product received is not as shown on the site or as per your expectations, you must bring it to the notice of our customer service within 2 days of receiving the product. The Customer Service Team after looking into your complaint will take an appropriate decision.

• In case of complaints regarding products that come with a warranty from manufacturers, please refer the issue to them.

• In case of any Refunds approved by the WEALIDES FINTECH PRIVATE LIMITED, it’ll take 6-8 days for the refund to be processed to the end customer.