Question 1

What happens if I make a duplicate bill payment?

Accepted Answer

If you pay the same bill twice, what happens depends on the biller category. In most cases, the extra payment is not lost — it is either adjusted as credit or added as balance.What happens by bill typeElectricity / Water / GasThe extra amount is usually treated as advance credit.It gets adjusted in your next bill (lower payable amount or sometimes zero).FASTagThe extra amount is added to your FASTag wallet as additional balance.DTH / TVThe extra recharge is usually kept as account balance, and your viewing validity may be extended.Loan EMI / InsuranceThis depends on the lender/insurer:Some treat it as advance paymentOthers may process a refundSome may adjust it toward future duesIf you're unsureOpen the transaction in Bill Payments → My PaymentsTap Raise TicketPrune support will verify with the biller and confirm exactly how the extra payment is handled.

Question 2

How do refunds work on Prune?

Accepted Answer

Refunds on Prune are processed in line with BBPS rules and bank/payment guidelines. If a payment fails or is rejected after debit, a refund is initiated automatically back to your original payment method.When are refunds initiated?Refunds are initiated when:A payment fails but the amount is debitedThe biller rejects the transactionThere is a technical timeout or error after debitA rare system glitch causes a double debitHow the refund process worksThe bank/biller reports a failure or rejectionPrune marks the transaction as failedA refund request is sent to your bank/payment gatewayThe amount is credited back to the same payment methodTypical refund timelinesUPI: Instant to 48 hoursDebit/Credit Cards: 2–7 working daysNet Banking: 2–4 working daysWallets: Usually instantHow will I know the refund is processed?You can track refund status:In Bill Payments → My PaymentsVia SMS and email notifications

Question 3

I paid my bill, but it still shows pending on the biller’s website/app. Why?

Accepted Answer

This is usually a biller-side update delay. Your payment is not lost — the biller may take time to reflect it in their system, especially during high-traffic or non-working periods.Common reasons for delayBiller updates may be slower during:Month-end rushWeekendsBanking holidaysInternal batch processing windowsTypical posting times (by category)Electricity / Water / Gas: Instant to 10–30 minutesMobile / Broadband / DTH: Usually instantFASTag: InstantLoan EMIs / Insurance: Up to 24–48 hoursWhat you should doCheck your Prune receipt and payment status in My PaymentsIf the status is Successful, the payment is already confirmed on BBPSIf it remains pending longer than expected, tap Raise Ticket from that transactionPrune support can verify the status with the biller and confirm posting.

Question 4

My payment failed but money was deducted. What should I do?

Accepted Answer

This is usually a bank/UPI-side delay — not a loss of funds. In most cases, the amount is automatically reversed back to you.Why this happensCommon reasons include:Network issues during paymentBank server downtimeUPI timeoutsHigh traffic on banking/BBPS channelsWhat happens automaticallyIn such cases:The biller does not accept the paymentThe bank auto-reverses the moneyA refund is initiated to your original payment methodRefund timelines (indicative)UPI: Instant to 48 hoursCards: 2–7 working daysNet Banking: 2–4 working daysIf the refund is still not visible after the timelineOpen the transaction in Bill Payments → My PaymentsTap Raise TicketShare details/screenshots (optional)Prune support will initiate a bank trace and ensure resolution.You do not lose money in such transactions — it is either posted to the biller or refunded back to you.

Question 5

What if I entered the wrong consumer number or bill details?

Accepted Answer

It depends on when the error is detected and whether the biller accepts or rejects the payment. Below are the most common outcomes.Case 1: Payment is still Processing / PendingIf the payment is still in progress, the biller may automatically reject it if the consumer/account number is invalid.What happens:The payment may be rejected by the billerA refund may be initiated automaticallyYou should raise a ticket immediately so the team can confirm the status and guide youCase 2: Payment is posted to a valid (but wrong) accountIf the consumer number exists but belongs to someone else, the biller may credit the payment successfully.Important note:For many utilities (electricity, water, gas, etc.), once the payment is credited, it is usually not reversible through BBPSYou may need to contact the biller’s customer care directly and request a manual correction (if their policy allows)Prune support can help with transaction proof and reference numbers, but reversal depends on the biller’s rules.Case 3: Invalid or non-existent accountIf the consumer/account number doesn’t exist, the biller typically rejects the transaction.What happens:Payment fails or gets reversedRefund is processed within the standard banking timelineHow to avoid this in the futureAlways double-check:Consumer/account numberCA number / K Number / Service number (as applicable)Correct region and biller nameVehicle number (for FASTag)

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