Customer account debited but cash withdrawal failed (T+5 Auto Reversal Query)
SU
SU
Sunil Dattatray Patil
Author
7
Yesterday around 3:30 PM, a customer visited my CSP center for an AePS cash withdrawal of ₹10,000 from their State Bank of India (SBI) account.
During transaction processing, my portal showed:
Transaction Timeout — Switch Inoperative (Response Code 91)
But the customer immediately received an SMS confirming a debit of ₹10,000.
I did not dispense cash because no success receipt was generated. The customer is panicking and threatening a police complaint.
My questions:
- What is the standard NPCI auto-reversal timeline?
- Should I raise a chargeback ticket on my BC partner portal or ask the customer to visit their home branch?
How long did your bank take to process the T+5 AePS auto-reversal credit?
462 votes
Same day (within hours)
48 votes
10.4%
T+1 (next working day)
134 votes
29%
T+2 to T+3
97 votes
21%
T+4 to T+5
61 votes
13.2%
More than T+5 – needed manual escalation
83 votes
18%
Still pending / no reversal received
39 votes
8.4%
Select one option
3 Responses
Accepted Solution / Best Answer
RA
Ramesh Kumar Sharma
Best Answer
12
Do NOT pay cash from your own pocket if your BC portal shows Failed or Timeout.
As per NPCI circular on AePS transactions, when an amount is debited due to a communication switch timeout, an automated reconciliation cycle runs at T+1 days. If the acquiring bank does not confirm settlement, the amount is automatically credited back within T+5 business days.
Most SBI customers see auto-reversal within 48–72 hours in practice.
12
Here is the exact protocol to protect yourself:
- Note the RRN (Retrieval Reference Number) and Stan ID from your portal's failed transaction history.
- Give the customer a printed copy of the failed transaction slip.
- Make an entry in your physical AePS register:
- Write: "Failed / Amount Debited / No Cash Handed Over"
- Get the customer's signature with contact number.
- Log into your BC partner portal (Spice Money / Payworld / Fino) and raise a dispute ticket using the RRN.
- Advise the customer to wait 5 working days before contacting the banking ombudsman.
In 95% of cases, the money is refunded within 48–72 hours.
11
Had the exact issue last week with a PNB account holder. The amount was refunded on the 3rd business day evening.
Keeping the transaction register signed by the customer is your biggest safeguard against false fraud complaints.
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