Grofers Bug - Money Deducted but Order Not Placed

I am a regular buyer from Grofers. I heard about a bug on Grofers system - that users complete the order by payment but payment failed or not authorized on Grofers' server, resulting in order is not placed. 

I had a similar experience recently. I first talked with @GrofersCare on Twitter. They sent me a screenshot which clearly shows payment against my order was not authorized. Then I talked with my third party UPI app (these are for eg: GPay, AmazonPay, WhatsappPay etc. ) - they are just the middle man, hence their reply was payment was successful from their side and you have to talk with your bank. In short my money was in limbo. 

Thankfully on the next day the amount was refunded to my account. It took 4 days to get refund automatically. I would say if you find something similar on Grofers or any other app/website, first report to them within 48 hrs. Usually it takes 3-5 business days for auto-refund. If it is beyond that you must contact your bank with available supporting documents. 

India's online grocery market is expanding in a rapid phase. Though Bigbasket and Grofers are the incumbents, new players are also taking a pie of the market. Bigbasket got investors like Tata Group and big names like JioMart (https://www.jiomart.com/), Spencers (https://www.spencers.in/), Amazon Grocery, Flipkart, Bigbazar, Swiggy Instamart, ITC Store (https://itcstore.in/), More (https://shop.moreretail.in/) have also entered in the online market. Even very smaller players are also entering in the field with target of tapping tier II and III cities.