Paytm provides a platform to Merchants (Sellers, Shopkeepers, Stores, etc.) to accept money through multiple instruments like UPI, Net banking, Credit card, Debit card and Paytm wallet. More than 7 million merchants use Paytm to accept money from their customers at their shops or on their apps / websites.

We’d like to give you an insight into how these transactions happen, and the role Paytm plays in it:

After getting acknowledgement from Paytm that money has been deducted from customers — merchants provide services to them. Once payments get processed — Paytm has fulfilled its obligations of delivering money from customers to merchants.

We’d like you to note here, that Paytm simply plays the role of a medium through which transactions happen between a merchant and a customer.

Delivering quality goods and services is a contract between merchants and customers directly. If you feel that the merchant has lapsed on what was promised, you should coordinate with the merchant’s customer care team. Merchants have all rights and privileges to refund your transactions if they feel they have faltered on delivery of goods and services.

So, for instance, if you feel that the hotel you booked fell short on promised standards, or the bus you booked was not up to the mark — you should immediately let the merchants know about your concerns and they would be happy to help you.

We would also encourage you to read the merchant’s website carefully in order to get a full sense of good and services which you are about to purchase.