UPI Consumer Stack

Complaints Guide

In this Guide, you are provided mapping of various Adj Flag and Adj Code that can be used when raising or resolving a complaint.

Complaint Raise

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Transaction Type
Transaction Status
Adj Flag
Adj Code
Description
U2 (P2M)
Success
PBRB
U021
Credit not processed for cancelled or returned goods & services
U2 (P2M)
Success
PBRB
U008
Goods/services are not provided
U2 (P2M)
Success
PBRB
U022
Account debited but transaction confirmation not received by merchant
U2 (P2M)
Success
PBRB
U023
Paid by alternate means/Duplicate payment
U2 (P2M)
Deemed
PBRB
U008
Goods/services are not provided
U2 (P2M)
Deemed
PBRB
U021
Credit not processed for cancelled or returned goods & services
U2 (P2M)
Deemed
PBRB
U022
Account debited but transaction confirmation not received by merchant
U2 (P2M)
Deemed
PBRB
U023
Paid by alternate means/Duplicate payment
U2 (P2M)
Failure
PBRB
U009
Customer account not credited back for failed merchant transaction
U3/UC (P2P)
Deemed
PBRB
U010
Beneficiary account is not credited for a pending / timeout transaction
U3/UC (P2P)
Failure
PBRB
U005
Customer account not credited back for failed P2P transaction

Complaint Resolve

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Adj Flag
Adj Code
Description
PR2C
105
Merchant Confirms that Goods/Services delivered | Complaint is resolved
PR2C
106
Refund will be initiated