Hi @Dhan @PravinJ , i initiated a fund transfer today through UPI but it got rejected due to the reason - “Risk threshold exceeded” and the amount got debited from my bank account. Over the email, I received a reply from your team that your security system rejected it to prevent some unauthorised transactions, exceeding some risk parameters, which are not mentioned over email.
I didn’t understand this logic completely where I had initiated the transfer from my registered bank and the fund will be credited to my demat account itself.
Now, the bank people are saying that it will take another 24 to 48 hrs to get refund. It means no trading for the next 1 or 2 days until the amount is credited back. The broker is fine, the bank is fine but the affected party here is myself.
Trans ID - PI25033145992 and banker is saying that the refund process is automated, so they cant refund it manually.
I am seeing this for the first time with dhan in the last 2 years of my journey with dhan.
Earlier team @Dhan @PravinJ used to give instant replies, mostly within a few hrs to our posts here. But I barely received any replies from a week or more from them now. Is it because of negative feedback and pointing out issues in dhan platforms?
Hi @sri1647, apologies for the inconvenience you experienced, let me check this for you and get back.
Any update? i checked with the bank and they are saying it might be receivers bank issue and it will take 48 hrs for the refund.
Hi @sri1647
Thank you so much for taking the time to share your detailed reviews and feedback with us — we truly appreciate it.
As we’ve always emphasized, the community is NOT an official customer support channel. Our primary goal here is to build a space where India’s traders and investors can come together to exchange views, ideas, and learn from one another.
That said, we understand the value the community has brought to our journey. Unlike many others who may restrict support-related discussions, we’ve kept the space open — because we genuinely value what our members share here.
We’ve taken note of your query, and as @Radhika mentioned, she will be getting back to you shortly.
Please rest assured that your feedback — no matter how critical — is never a reason for delays or lack of response. We always welcome constructive feedback, suggestions, and discussions that help us grow and improve.
Thanks again for being an engaged part of this community 
Appreciate it but you can see my previous 1 week posts which were unattended till now. It raised a suspicion in my mind, so highlighted here. The main reason for us to share the issues here is the quick connect which is not available most of the times over email channel.
We’ve recently upgraded our customer support channels to serve you better. Additionally, we are closely monitoring all our official support platforms to ensure timely and efficient responses.
For the fastest resolution, we kindly request you to reach out to us through our official customer support channels only.
Difficulties in customer support.
My recent experience with your customer bot.
Hi @Radhika @PravinJ requesting you to check the status of the refund with the payment gateway and update me by 12 PM today on high priority. I have to raise a dispute and complaint if I have to wait like this every day without any update. It’s not a small amount to ignore.
That’s why for large amount transfers, I prefer to use fail proof systems such as IMPS, NEFT, or RTGS.
Hi @sri1647, you should be able to get the refund within the next 24 hours. Additionally, we checked that now your transactions are being processed seamlessly. Please let me know if there is anything else you would like to know.
Hi Radhika, I have been waiting from the last 36 hrs and missed 2 trading days(trading with low funds). I would be glad if the refund is credited within next few hrs, maybe by 12 PM today. Now many suspicions arose in my mind while doing even a small fund transfer. What if the same situation happens everytime? Moreover, i need full clarity on why it happened this time so that I can be cautious next time.
Hi @sri1647 , As we discussed earlier, gateways have specific risk checks before approving transactions. Your transaction didn’t meet these criteria and was flagged as potentially fraudulent. Unfortunately, banks/gateways don’t share the exact reasons for such decisions, so we don’t have further visibility into this.
Regarding the refund, since the funds did not reach us, we will not be able to process the refund. Your bank would ideally refund it to you within 48 hours, and you can also check with them for the same.
I checked with them and they are asking me to wait for some more time. How much long can i wait like this when i am not at fault? You should coordinate with gateway and know the status. Its not a small amount to wait for indefinite time. No one gonna reimburse me anything, please understand and take it seriously.
Amount got refunded now, thanks Radhika.
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