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Topics (1)

  • SU

    Customer account debited but cash withdrawal failed (T+5 Auto Reversal Query)

    AePS & Micro-ATM Services Sunil Dattatray Patil 3 weeks ago

    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?

Replies (2)

  • RA

    Customer account debited but cash withdrawal failed (T+5 Auto Reversal Query)

    AePS & Micro-ATM Services Ramesh Kumar Sharma 3 weeks ago

    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.

  • SU

    Customer account debited but cash withdrawal failed (T+5 Auto Reversal Query)

    AePS & Micro-ATM Services Sunil Dattatray Patil 3 weeks ago

    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?

Blog Articles (5)