Refund Policy

BBPS Refund Policy

BBPS – Refunds initiated by Biller BBPOUs

We have been receiving requests from Biller BBPOUs for refunding the bill amount to the user wherein the reason cited is “Duplicate Payment”. These are cases where the customer had initiated a bill payment for which the payment had already been made either through BBPS or other payment systems.

In this regard, BBPOUs are requested to take note of the following:

• Biller BBPOUs must engage with the billers to ensure that duplicate payments made by the consumer (if any) are adjusted in the next bill instead of being refunded.
• There may be instances where bill payments for the same consumer number may have been initiated outside BBPS and later through BBPS or vice versa. In such cases where refunds are inevitable, Biller BBPOUs must ensure that the refund is initiated for the second payment only through the channel through which it was made.
  Any refund request forwarded by a Biller BBPOU to BBPCU hereafter must be accompanied by adequate evidence proving that the refund in question corresponds to the second payment made through BBPS.
• Our analysis indicates that a large number of cases where multiple payments were processed through BBPCU involve situations where the second payment was initiated immediately after the first. Post settlement of funds and reconciliation, billers have initiated refunds through their respective Biller BBPOUs.

In view of the above, Customer BBPOUs must take measures to safeguard customers from making double payments. Customer BBPOUs may provide functionality for checking the status of the first payment and implement adequate validations on their front end, which would prevent or alert the user at the time of initiating a second payment with the same consumer number.

Ezypay Refund Policy

Some common reasons for failed bill payments include:

• Incorrect authenticator details like account no, customer ID etc.
• Late payment fee not added to the outstanding bill amount
• Technical issues at the biller's end

If a failure occurs, we will automatically process a refund to the respective account. Refunds may take up to 2 to 4 business days, depending upon bank's policy.