- The useful refund clock starts after PRAMAAN can match payment and verification references.
- Payment settlement, duplicate attempts, consent state, and manual review can affect timing.
- Billing support should receive references, not raw identity documents.
Overview
Policy-bound
Eligibility follows the published refund policy, not informal support promises.
Payment reference
Support needs the payment ID, amount, timestamp, and checkout contact.
Verification reference
The verification ID or report reference helps match the payment to the actual case.
Manual review
Some outcomes require a human to compare payment, consent, and verification status.
Collect these before support
- Payment ID or gateway reference.
- Verification ID or report reference.
- Checkout email or mobile number.
- Approximate payment timestamp and amount.
- A short issue summary without Aadhaar, PAN, OTPs, or raw documents.
Why review can take time
Refund review may need payment settlement checks, duplicate-attempt review, consent-state review, verification-state review, or a manual support decision for unclear cases.
Frequently asked questions
Does the clock start when I click pay?›
No. The useful support clock starts when PRAMAAN can match the payment, account, and verification reference to the policy condition.
Why can a refund need review?›
Payment settlement, partner availability, duplicate attempts, manual review, and fraud controls can all affect eligibility and timing.
What should I avoid sending?›
Do not paste raw identity documents into billing support. Share order and verification references instead.
Glossary terms
When to talk to a human
Use billing handoff when the published refund window has passed, the payment cannot be matched, or the account-specific case is unclear.
Keep raw identity data out of chat
Do not paste Aadhaar, PAN, OTPs, raw documents, full passport numbers, or sensitive screenshots into chat or free-text support fields. Use guided verification, DSR, dashboard, or API flows instead.
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Move safely from answer to action
Use the route that matches the sensitivity of your case. Keep raw documents out of support messages unless a controlled workflow asks for them.