The money left their account but is not in your bank

Start by being sure of both halves.

Ask them what their app says

There is a difference between sent, pending and failed. A payment their app shows as failed did not leave, whatever the screen looked like at the time.

Ask for the status and the time, and ask them to check whether the money is back in their balance. A failed UPI payment that briefly debited is reversed by their bank, usually within minutes and always within a few days.

Then check your side properly

• Look at the right account. If you have more than one UPI ID, the payment went to the one on your page at the time, which may not be the one you are looking at.
• Look at the app, not just the message. Banks sometimes send the message late or not at all while the transaction is already there.
• Look at the whole day. If your phone was off, the message may be buried.

If they paid the wrong address

Check the payee name their app showed them before they confirmed. That name comes from the receiving bank. If it is not your name, the money went somewhere else, and only their bank can raise that.

Then check your own UPI ID in Settings against your bank app, character by character, because that is how it happened.

What Kulhad can do

Nothing about the money. Kulhad never held it and has no view of either account. What we can do is look at the record of the claim if you write in with your page name and the four character code.

What to do with the claim meanwhile

Leave it in Pending. It clears itself after seven days. If the money turns up, approve then.