Know How Offline Pay Wallet Works

The OfflinePay wallet is a landmark introduction in the on-device wallet segment. It allows offline payment between a customer and merchant in scenarios of limited or zero internet connectivity. All the processes and sub-processes relating to the transactional aspects of the wallet have been finalised. If you plan to use the OfflinePay wallet in the coming days, here’s what you need to know about making and receiving offline payments.

To make or receive offline payments, ensure you have completed the onboarding, downloaded the app, and registered. As a payer, you should also have topped up your offline wallet. Here’s what to do next.

• Step 1: The payer taps on the Scan and Pay option to initiate an offline payment.
• Step 2: The merchant (the receiver) scans the payer's QR code and taps on the Accept Payment request sent by the payer.
• Step 3: The payer confirms the merchant's details and the transfer amount.
• Step 4: The payer enters the transaction PIN to authorise the payment.
• Step 5: The payer's wallet is debited by the specified amount.
• Step 6: The payer's wallet generates a successful payment proof called the Success QR code.
• Step 7: The merchant scans the Success QR code to register the transaction with their device. The merchant can later raise a payout request from the issuing bank using this registered Success QR code if needed.
• Step 8: Once either the payer or the receiver is online, the receiver's bank account will be credited with the amount after the settlement is processed.

Merchants must also note that a wallet closure report is made available to them. At every EOD, M2P sends the wallet closure details as a part of their virtual wallet support activities. The details contain the merchant's mobile number as the unique field, along with the wallet balance. The refund to be done upon wallet closure is made to the bank account linked with the mobile number. The refund takes place in T+1 working days.

HDFC Bank is establishing a technical issue resolution mechanism for the OfflinePay wallet, designed to assist both customers and merchants in addressing queries or concerns related to the wallet.

This mechanism will cover various issues, including:

• Login difficulties
• Transaction and payment problems
• QR code scanning and loading issues
• Challenges in raising disputes
• Statements failing to load
• Difficulties in closing wallet accounts
• Money deducted from the bank but not reflecting in the wallet
• Funds not credited to the customer’s bank account after wallet closure
• Payment rejections
• Settlement amounts not appearing in the merchant's bank account

• Step 1: To raise an OfflinePay query, the customer must go to “Profile”. It is at the upper right corner of the wallet screen,
• Step 2: In the profile, you have to choose "Help & Support",
• Step 3: Look for an email address at the bottom of the screen in this section. It is orpsupport@hdfcbank.com,
• Step 4: You need to tap on the email ID. It will redirect you to the email page. Here, write a mail regarding your query to the bank,
• Step 5: The Bank forwards your mail to M2P's email id, i.e., offlinepay-hdfcbank@m2pfintech.com.
• Step 6: M2P will provide its solution to the customer query via the same mail.

• Step 1: To raise a dispute, the customer needs to go to the particular transaction in the "Recent Transactions" section,
• Step 2: In the payment details section, you will get the option called "Raise Dispute". It will be visible at the bottom of the screen,
• Step 3: It will contain a comment box where you can write your query or issue.

Click here to learn more about offline pay wallets and locate your closest merchant that offers this.

Read more about the benefits of the OfflinePay wallet and how you can take advantage of it.

​​​​​​​Disclaimer: *Terms and conditions apply. The information provided in this article is generic in nature and for informational purposes only. It is not a substitute for specific advice in your own circumstances.