FAQs for customers paying through LotusPay

LotusPay helps merchants to collect recurring payments from your bank account via NACH Debit mandates

NACH Debit

What is NACH Debit?

NACH Debit enables businesses to collect recurring payments directly from their customers' bank accounts. This is done by asking customers to authorise direct debit mandates. These mandates can be physical mandates (on paper) or electronic (also known as eMandates). NACH Debit has replaced ECS Debit.

How do I set up NACH Debit

The merchant you wish to pay through LotusPay will provide you with an authorisation method, most commonly via email. Physical mandates require a wet signature on the paper form. eMandates are authorised by you visiting the mandate authorisation link and following through with the net-banking login or debit and PIN verification.

Once active, your merchant will then be able to charge your account according to the payment parameters set in the mandate.

Can I set up a mandate on a joint account?

Physical mandates can be signed by up to three parties. eMandates can be authorised by only one person. To authorise an eMandate, you should be able to operate your bank account without requiring anyone else's authorisation. This means the mode of operation should be singly i.e. 'Either or survivor' or similar.

Can I set up an eMandate on a company/organisation account?

eMandates are most suitable for individuals because it's straightforward for individuals to log into net-banking or use a debit card and PIN. Some banks allow non-individuals to authorise eMandates, as long as one has access to retail net-banking login, and the mode of authorisation on the account is singly.

How do I cancel an NACH Debit mandate?

You can cancel a mandate in one of the following ways:

  • Directly with your bank. Your bank will require written authorisation.
  • By contacting the merchant you're paying and request that they cancel it in LotusPay.

Making payments

How do I make a payment?

LotusPay processes payments through NACH Debit. This means you do not need to take any further action after authorising a mandate. Your merchant will take the payment directly from your bank account via LotusPay. You should ensure that adequate funds are in your bank account on the day of the payment.

How do I cancel a payment?

Subscription payments are created in our system one day prior to the charge date. If you need to cancel a payment, you should notify your merchant so that they can cancel it in our system. The cutoff time for cancelling payments is 9am on the charge date.

How long does it take to process my payment?

Payments are generally submitted to the banking system in the morning, are debited from your bank account during the day, and reach the creditor's bank account in the evening.

Providing your payment is not part of an ongoing subscription, we will notify you of the payment via email when it is created.

Your payment will be paid out to the merchant within one working day of the money being collected from your account.

I did not authorise a payment. How do I get a refund?

Please contact your merchant to get a refund.

Can I pay by credit card, debit card, netbanking or UPI?

LotusPay processes payments through NACH Debit only. If you want to use another payment method, please contact your merchant.

Identifying Payments

LotusPay is appearing on my bank statement. Who are you?

We help businesses and organisations to collect payments from customers like you. We do this through NACH Debit, a payment system created by the National Payments Corporation of India (NPCI) and regulated by the Reserve Bank of India (RBI).

Merchants use LotusPay to take authorisation from you for NACH Debit, and then to take payments against that authorisation.

Email notifications

What emails will you send me?

If your merchant is using LotusPay email notifications, you will receive the following emails:

  • When a merchant invites you to authorise a mandate.
  • To confirm the setup of a mandate, or if the mandate should fail, be cancelled, or expire.
  • Payment notification, the day before an ad hoc (one-off) payment is due to be charged.
  • If a payment is cancelled or fails.
  • When a failed payment is retried.
  • When a new subscription is set up. This will contain the frequency and amount. You will not receive an email notification before each subscription payment is collected.
  • If your subscription amount is changed or when a subscription expires or is cancelled.