Payment Failed / Failed Transaction Policy
At Smelloff, we currently accept payments via UPI (direct transfer to our UPI ID and QR code). Since payments are processed manually, here's what happens if something goes wrong:
1. Money debited but order not confirmed
If your UPI app shows the payment as successful but you didn't receive an order confirmation from us within 30 minutes:
- Email us at [email protected] with your UPI transaction ID (UTR), screenshot of the payment, and the phone number/email used to place the order.
- We'll verify the payment against our records within 24 hours.
- If confirmed, we'll process your order immediately. If the payment didn't reach us, we'll issue a full refund to your original UPI ID within 5–7 business days.
2. Payment failed at your end
If your UPI app shows "Failed" or "Pending" and no money was debited, simply retry. No action needed from us.
3. Payment stuck in "Pending"
UPI pending transactions usually auto-resolve within 24–48 hours. If money is debited and stays pending beyond that, it auto-reverses to your account. If it doesn't, contact your bank — we cannot release a refund for a payment we never received.
4. Duplicate payment
If you accidentally paid twice for the same order, email us with both UTRs. We'll refund the duplicate amount within 5–7 business days.
5. Wrong amount paid
- Paid less: We'll email you a request for the balance before dispatching.
- Paid more: We'll refund the excess within 5–7 business days.
Refund Timeline
All verified refunds are processed within 5–7 business days to your original UPI ID. Bank processing may take an additional 2–3 days.
Contact for Payment Issues
Email: [email protected]
Always include your UTR/transaction ID — we cannot trace payments without it.