"Payment Pending" Status on Pay in 3
1. Policy & Technical Timeline
The 5-Minute Window: If there is a bank network delay, our system securely waits for up to 2 minutes for a final confirmation status from the user's bank.
Auto-Failure Rule: If no final confirmation is received within this 2-minute window, the transaction is automatically treated as a failure to prevent double-deductions.
Auto-Refund Timeline: If funds were deducted from the user’s bank account for a failed/timed-out attempt, the amount will be automatically refunded back to the original payment source within 3 to 5 business days.
2. Email Response Template
Dear User,
Thank you for reaching out to us. We understand you are checking on the status of your recent Pay in 3 payment that appeared as pending.
When a temporary network delay occurs between our system and your bank, the app securely waits for up to 2 minutes to receive a final confirmation. If the bank cannot confirm the status within this window, the transaction is automatically processed as a failure for your account's safety.
What you need to know:
Order Status: Please refresh your app order history. If the session has timed out, you can safely attempt the purchase again.
Refund Timeline: If any money was debited from your bank account for this pending attempt, it is completely secure. The amount will be automatically credited back to your original payment source within 3 to 5 business days.
We appreciate your patience and understanding.
Regards,
super.money Support Team
4. Escalation Matrix
Do Not Escalate if: The transaction happened less than 2 minutes ago or the 3-5 business days refund window is still open.
Escalate Only if: The transaction has been stuck as "Pending" in the system backend for more than 1 hour.
Create Child Ticket and Keep it in ‘Waiting on Internal’.
FreshDesk Taggings:
"Payment Failed" during Pay in 3 Payment
1. Policy & Core Rules
Instant Retry: If no money was deducted from the user's bank account, they can retry the transaction immediately.
Auto-Refund Timeline: If funds were debited from the bank account for the failed attempt, an automatic refund will be processed back to the original payment source within 3 to 5 business days.
Limit Restoration: The user's temporary block or utilization on their Pay in 3 limit will automatically be restored to full once the failure or refund is fully reconciled.
2. Email Response Template
Dear User,
Thank you for reaching out to us. We understand how frustrating it can be to encounter a payment failure during checkout, and we are here to help clarify the status of your transaction.
To resolve this seamlessly, please follow the steps below:
Return to Home: Tap the 'Try later' button on your screen to exit the failed transaction page and return to the main home screen.
Check Bank Statement: Verify if any amount was debited from your bank account for this specific attempt.
If no money was deducted: The failure was likely due to a temporary network glitch. You can safely re-attempt your purchase immediately.
If money was deducted: Your funds are completely secure. A full refund will be automatically initiated and credited back to your original payment source within 3 to 5 business days. Additionally, your Pay in 3 shopping limit will be fully restored once the system syncs.
We appreciate your understanding and patience.
Regards,
super.money Support Team
4. Escalation Matrix
Do Not Escalate if: The failure just occurred, or the 3-5 business days refund window is still active.
Escalate Only if: Money was deducted, 5 business days have passed, and the user has still not received their refund or their Pay in 3 limit remains incorrectly blocked.
Create a Child Ticket and Keep the Status in ‘Waiting on Internal’.
FreshDesk Taggings:
"Oops! Technical Issue — Polling Expired" on Pay in 3 Payment Page
1. Situation Analysis & System Logic
Root Cause: This message is triggered when a network timeout occurs between our system and the customer's bank. The system waits for a final payment confirmation, but the session expires before the bank can send a response.
Auto-Safety Action: To protect the user, the app halts the transaction instead of keeping it in an indefinite loop.
Refund Rules: If any funds were successfully debited from the bank account during this timeout loop, an automatic refund is initiated back to the original source within 3 to 5 business days.
2. Email Response Template
Dear User,
Thank you for reaching out to us. We understand you encountered an "Oops! there was some technical issue — Polling expired" message during your recent transaction.
This error appears when our system is unable to fetch a final payment status from your bank in time due to a temporary network timeout. To protect your account from stuck transactions, the app automatically closes the session.
What you need to do next:
Retry Checkout: Tap the 'Try again' button on your screen to return to the checkout page.
Network Stability: Ensure you are connected to a strong, stable internet connection (or temporarily switch to mobile data) before retrying your purchase.
Refund Clarification: Rest assured, if any money was deducted from your account during this failed attempt, it is completely safe. A full refund will be automatically credited back to your bank account within 3 to 5 business days.
Thank you for your patience and understanding.
Regards,
super.money Support Team
4. Escalation Matrix
Do Not Escalate if: The timeout just occurred, or the user is looking for a manual status change within the 3–5 days refund window.
Escalate Only if: The "Polling expired" screen keeps looping on every single transaction across multiple days and different networks, or a deduction hasn't been refunded after 5 full business days.
Create a Child Ticket and Keep the Status in ‘Waiting on Internal’.
FreshDesk Taggings:
Autopay / Auto-Debit Failures on Pay in 3
1. Situation Analysis & Policy Rules
Root Cause: Auto-debit attempts via the registered UPI mandate usually fail due to insufficient funds in the primary account, bank server down-time, or a mandate revocation/block at the user's bank level.
Late Fees & Credit Impact: If an installment fails on the due date and isn't cleared within the specified grace period, automated late fees may apply, and the delay can be reported to credit bureaus (CIBIL), affecting the user's credit score.
Immediate Mitigation: Users should not wait for the system to retry. They must be instructed to make a Manual Repayment via the app instantly to avoid penalties.
2. Email Response Template
Dear User,
We are reaching out to inform you that the scheduled automatic debit (Autopay) for your Flipkart Pay in 3 installment has failed.
An auto-debit failure generally occurs due to temporary banking server downtimes, account restrictions, or insufficient funds in your primary linked account at the exact moment of the transaction pull.
To avoid late payment charges and protect your credit score, please complete your payment manually by following these steps:
Open the super.money app.
Go to the SplitStore section.
Tap on your active Pay in 3 and select Pay Now.
Complete the transaction using your preferred UPI ID, Netbanking, or Debit Card.
Note: If the amount was already deducted from your bank account but is still showing as failed/due on our app, please share your bank statement highlighting the debit with us by replying directly to this email so our team can verify and sync it manually.
Regards,
super.money Support Team
3. Escalation Matrix
Do Not Escalate if: The user simply states the auto-debit failed and wants to know how to pay (guide them to manual repayment).
Escalate Only if: The customer provides a bank statement showing the money was successfully debited by the auto-debit system, but the super.money app is still showing the amount as "Overdue" or "Unpaid."
Create a Child Ticket and Keep the Status on ‘Waiting on Internal’
FreshDesk Taggings:
Partial / Double Debits on Pay in 3
1. Situation Analysis & System Logic
Double Debit (Most Common): This typically occurs when an automated monthly pull (Autopay) experiences a system sync lag. Believing the payment failed or is stuck, the user initiates a Manual Repayment right after. Both transactions ultimately clear at the banking partner's backend.
System Safeguard: When a duplicate payment hits the system for an active loan ledger, the excess amount is identified during daily bank reconciliation.
Refund Rules: Duplicate collections are automatically processed for a reversal. The excess amount is refunded back to the original source account within 3 to 5 business days.
2. Troubleshooting Steps for Agents
Verify the Debits: Ask the customer to provide their bank account passbook screenshot or UPI transaction history showing two distinct transaction IDs or debits for the exact same amount on the same day.
Validate the Status: Explain to the customer that the duplicate amount is secure and tracked by our reconciliation systems.
3. Email Response Template
Dear User,
Thank you for contacting super.money. We understand you are reaching out because your bank account was debited twice for your recent Flipkart Pay in 3 installment.
This typically happens if a manual payment is initiated while an automated pull (Autopay) is already processing in the background. We would like to reassure you that your funds are entirely secure.
What happens next?
Billing Status: Your payment for this month's installment is successfully recorded as "Paid." You face no risk of late fees or credit score impact.
Automatic Refund: Our system automatically flags duplicate payments during our daily reconciliation process. The second, excess charge will be automatically reversed back to your original payment bank account within 3 to 5 business days.
If you do not see the reversal in your bank account after 5 business days, please reply to this email with your bank statement highlighting both deductions, and we will investigate immediately.
Regards,
super.money Support Team
5. Escalation Matrix
Do Not Escalate if: The double debit happened today or is within the 3–5 business days refund window.
Escalate Only if: The user has waited more than 5 full business days, provides proof that the reversal hasn't cleared, or if the app shows a partial debit but the user's limit is still locked.
Create a Child Ticket and Keep the status in ‘Waiting on Internal’.
FreshDesk Taggings:
Was this article helpful?
That’s Great!
Thank you for your feedback
Sorry! We couldn't be helpful
Thank you for your feedback
Feedback sent
We appreciate your effort and will try to fix the article