A clear guide to failed, pending, duplicate and successfully processed transactions.
Successful + benefit receivedNo refund ordinarily applies
Successful + benefit not receivedRaise a complaint for operator verification
Failed + amount debitedRefund or reversal as applicable
Transaction pendingWait for final status or complain if unresolved
This policy explains when a customer may be eligible for a refund, reversal or other resolution for transactions initiated through Mofuse Digital.
It applies to supported mobile and DTH recharge, bill payments, FASTag recharge and other recharge or BBPS-enabled services. Please verify all transaction information before confirming payment.
Once a recharge or bill-payment transaction has been successfully processed and confirmed by the relevant operator, biller or service provider, it generally cannot be cancelled and is normally non-refundable.
This applies to successfully delivered prepaid, postpaid, DTH, electricity, gas, water, broadband, landline, FASTag and other supported services.
Customers must verify the mobile number, operator, subscriber ID, consumer or account number, biller, FASTag or vehicle information, amount and other required details before paying.
If incorrect details are entered and the transaction succeeds against those details, it will generally not be eligible for a refund.
If a transaction is confirmed as Failed but money was debited, the amount may be eligible for refund or automatic reversal.
This includes a failed recharge or bill payment, a technical failure, operator or biller rejection, or a debit without successful completion. Any reversal will normally use the relevant payment channel or original payment method.
A successful transaction where the expected balance, data, voice, SMS, plan or DTH benefit is not received does not automatically qualify for an immediate refund.
Raise a complaint in the Mofuse Digital application. We may coordinate with the operator or provider. A refund is processed only if the provider confirms failure or reversal eligibility; a confirmed successful delivery is ordinarily non-refundable.
Log in to the Mofuse Digital app, open Recharge Report or Transaction History, locate the transaction, select Raise Complaint, choose the reason, add required information and submit.
Keep the transaction ID and ticket reference. You may also contact info@mofusedigital.com or +91 8653855244.
Pending means final confirmation has not been received from the bank, gateway, operator, biller or provider. It should not automatically be treated as failed.
Wait for the final status and avoid repeating the payment. A later Successful status is ordinarily not refundable; a later Failed status with a debit may qualify for reversal.
An unconfirmed debit may require reconciliation with the payment provider, bank, operator or biller.
Check transaction history and raise a complaint if it remains failed or unresolved. If reconciliation confirms failure and eligibility, the reversal process will be initiated.
Keep the receipt and reference number when a successful bill payment is not immediately reflected by the biller.
Raise a complaint if it remains unreflected. We may coordinate with the biller or BBPS participant; a refund is processed only if the transaction is later determined to have failed and is eligible.
Refund eligibility depends on the final status of each duplicate transaction. If both succeed and are accepted, cancellation or refund cannot be guaranteed.
A duplicate transaction that fails after a debit may be eligible for reversal. Raise a complaint for review.
An approved refund or eligible reversal will ordinarily be returned through the applicable payment channel and, where supported, to the original bank account, UPI account, card, wallet or other payment method.
Actual credit depends on the relevant bank, gateway, provider or financial institution.
Timelines vary by transaction type, bank, gateway, UPI provider, operator, biller, BBPS participant and reconciliation process.
We will endeavor to process eligible refunds promptly after confirmation. The bank or provider may control when the credit appears, and applicable network, regulatory or provider timelines will be followed.
Recharge and bill-payment requests are generally processed electronically soon after submission, so cancellation may not be possible once processing begins.
A successful transaction cannot ordinarily be cancelled because of a change of mind, wrong amount, wrong number, wrong operator or biller, or because the service is no longer required.
A refund is generally unavailable when the recharge or bill payment succeeds; incorrect details, operator, biller, amount or plan were entered and accepted; the customer changes their mind; or the provider confirms successful delivery.
This remains subject to mandatory rights and remedies under applicable law.
Subject to verification, a refund or reversal may apply when a transaction fails after a debit, no valid transaction is completed, reconciliation confirms an unsuccessful charge, the provider confirms reversal, or applicable payment-network, BBPS, banking or legal requirements require it.
A disputed transaction may need investigation. Raise a complaint against the transaction in the app so it can be reviewed with the operator, biller, bank, gateway, provider or BBPS participant.
A complaint does not automatically approve a refund. Eligibility depends on verified status and applicable rules.
Where supported, check transaction or complaint information in the application.
Keep the Transaction ID, BBPS Transaction ID where applicable, payment reference, ticket reference, transaction date and amount for support.
Promptly contact Mofuse Digital support, secure your account, contact your bank or payment provider where appropriate and follow applicable fraud-reporting procedures.
These cases may require investigation; reporting a transaction as unauthorized does not automatically guarantee a refund.
For refund, reversal, failed-transaction or recharge complaints, contact Mofuse Multi Recharge Pvt. Ltd. at info@mofusedigital.com or +91 8653855244.
Office: 741A, Dream Nest Building, Itinda Road, Basirhat Bazar, Basirhat, North Twenty Four Parganas, West Bengal – 743411, India.
For faster assistance, provide your registered mobile number, transaction reference, date and complaint reference where available.
Mofuse Multi Recharge Pvt. Ltd. may update this policy because of changes in services, payment processes, operator or biller requirements, regulations or business operations.
The latest version will be published on the Mofuse Digital website or application.