Dispute & Reversal Guide 2082: Get Your Money Back
Digital Transaction Dispute & Refund Guide
Failed Transactions, Disputes & Refund Processes in Nepal – 2082/83
Important: This guide provides standard procedures for digital transaction disputes in Nepal. Actual processes may vary between banks and payment service providers.
1. How to Identify Failed Transactions
Look for these signs:
- Money debited but no payment confirmation received
- Error message shown but amount deducted
- Transaction status “failed” or “pending” for >15 minutes
- SMS for debit but no confirmation from recipient
- ATM shows “cancelled” but amount debited
2. Mobile Banking Dispute Process
| Transaction Type | How to Raise Dispute | Auto-Reversal | Manual Refund |
|---|---|---|---|
| Fonepay Direct | “Raise Dispute” in mobile banking or call bank | 15-30 min | 1-3 days |
| ConnectIPS | Dispute in transaction details or contact bank | 30-60 min | 1-2 days |
| NPS Transfer | “Transaction Dispute” feature or visit branch | 2-4 hours | 1-3 days |
| Load Wallet | Dispute in mobile banking or contact wallet provider | 10-20 min | Same day |
| Merchant QR | Dispute feature or contact merchant first | 15-45 min | 1-2 days |
| Mobile Topup | Dispute in mobile banking or call telecom | Instant-15 min | 2-24 hours |
| Voice Pack | Dispute in mobile banking or telecom customer care | Instant-15 min | 2-24 hours |
Quick Tip: Most mobile banking apps have “Raise Dispute” button next to each transaction. This is the fastest way to start refund process.
3. ConnectIPS Specific Process
4. ATM Cash Non-Dispensing
| Bank Type | Standard Process | Standard Time | Quick Process |
|---|---|---|---|
| Same Bank ATM | Auto-reversal usually within 2 hours | 2-24 hours | Call phone banking or visit branch |
| Other Bank ATM | Inter-bank reconciliation | 3-7 days | Visit branch, fill dispute form |
For Nabil Bank Cardholders: Visit any Nabil branch, fill “ATM Non-Dispensed Cash Dispute Form” with account number, mobile number, amount, and ATM location. This is faster than automatic reversal.
5. E-commerce & POS Terminal
Refund Timeframes:
- Failed: Auto-reversal 30 min to 4 hours
- Disputed: 3-10 days investigation
- Merchant refunds: 5-15 days
Notes: International refunds take 7-30 days. Check with merchant first. Keep screenshot of error and transaction ID.
When POS fails:
6. Digital Wallet Disputes
| Wallet | Load Failure | Payment Failure | Contact |
|---|---|---|---|
| eSewa | 5-15 min | 15-30 min | In-app or 1660-01-02-03 |
| Khalti | 5-15 min | 15-30 min | In-app or 1660-01-11-11 |
| IME Pay | 5-15 min | 15-30 min | In-app or 1660-01-33-33 |
7. Essential Information for Disputes
What You Need:
- Transaction reference number
- Exact date, time, and amount
- Recipient details (if available)
- Screenshot of error
- Account and mobile number
Pro Tips for Faster Refunds:
- Raise disputes during banking hours (10 AM – 4 PM)
- Use mobile banking dispute feature first
- For ATM issues, visit branch with details
- Keep records of all communication
- Follow up if refund delayed
Remember: Most failed transactions auto-reverse within 30 min to 4 hours. Only raise dispute if not refunded in this time. Check balance and status before reporting.