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A customer disputes a credit fill: how to settle it calmly

Short answer

When a customer disputes a credit fill, do not argue from memory. Pull the record of that fill: date, time, truck number, litres, rupees, who filled, and the photo or slip number. Show it to the customer. If the record is wrong, correct it openly with a new line and the reason. If it is right, explain it and keep the line. Never overwrite the old line.

MDG Services makes Khata Kavach, so this page comes from the maker of one of the apps it may mention. It is general information, not legal, tax or financial advice. Facts about other apps are taken from their own websites and app listings on the date shown and can change, so check them there before you decide.

Facts checked on 27 October 2026. Published by MDG Services on 30 October 2026.

This page is for a petrol pump with regular credit customers. A quarrel over one fill costs time and trust, so settle it from the record, not from memory.

Settle it in five steps

  1. Stay calm and pull the record. Date, time, truck number, litres, rupees, who filled, the request it was made against, and the photo or slip number.
  2. Read it out together. Go line by line with the customer. Ask what differs: the litres, the rupees, the truck or the day.
  3. Show the customer the same line. In Khata Kavach the transporter sees it on his own phone as soon as the phone is online, with the nozzle man's name and the photo if he added one.
  4. If the record is wrong, correct it openly. Write a new line that cancels the old one, keep the old one visible, and write the reason. Never overwrite.
  5. If the record is right, explain it and keep the line. Note what was agreed so it is not raised again.

A made-up example: the line says 200 L of diesel at Rs 90 a litre, Rs 18,000. The customer says the truck took 180 L. The photo of the slip reads 180 L, so the nozzle man typed the requested figure by mistake. The correction cancels Rs 18,000 and adds 180 L, Rs 16,200. Owed falls by Rs 1,800.

Stop the next one

  • Request first. The transporter sends a request for the truck, with litres, rupees or a full tank, before it fills.
  • A photo with the fill. It is optional, one per fill, and helps a quick answer.
  • A slip number. Optional too, for those who still keep slips.
  • The transporter sees each line. Once the phone is online, he can raise a doubt that day, not at month end.

In Khata Kavach

A wrong fill shows up on both phones, with who filled and the photo if one was added. After a correction, the old line stays marked struck out and the new line sits below it. The transporter sees both. See how a wrong entry is corrected and the photo with a fill.

The owner can also scan the marked fills each day: the daily credit check. For a full walk-through, see a disputed fill, worked example.

Questions people ask

01What if the customer says he never asked for the fuel?

By default a credit fill needs the transporter's request, so check it first: the request for that truck. A fill made without one carries a mark, and shows who allowed it if a manager used a PIN. The transporter sees these marks too. For a transporter you have chosen, a manager's PIN can allow a fill with no request.

02Can I just delete the wrong line?

In Khata Kavach, once a fill has reached the transporter's phone, no. A correction is recorded as a new line that cancels the wrong one, and both stay visible, so both sides see the history.

03How does a customer raise a doubt about a line?

The transporter sees every line on his own phone and tells you. An owner or a manager then corrects it with a reason, as a new line, so both sides see the history.

04Who can correct a fill after it is saved?

By default, a nozzle man can fix his own fill for 2 minutes. After that, an owner or a manager can correct it at any time. A fill on a bill is locked until the owner cancels that bill.

Related pages

Credit at the nozzle: who decides, who records and who seesWho decides on credit at your pump, what every credit fill must record, and how both sides see it. A plain guide for owners who are not always at the pump.
A driver fills on your customer's credit: what the pump needsA driver fills a truck on a transporter's credit: what the pump and the transporter each need, and how a request covers it.
Customer over the credit limit at the nozzle: what the nozzle man should doA rule sheet for when a transporter is over the credit limit at the nozzle: who may allow one fill, what to write down, and when to fill for cash.
Paper credit slips (parchi) at a petrol pump: how they work and where they stop helpingHow a parchi, credit slip or coupon book works at a petrol pump, where it falls short, and what a good record needs instead.

About Khata Kavach (advertisement)

Khata Kavach is a shared credit book for petrol pumps, from MDG Services. The transporter asks before each truck fills, your nozzle man sees the limit before he fills, and both of you see every fill, payment and bill. It never lends or holds money.

Set up my pump in the appCall 1800‑891‑3496

About this page. This page is general information published by MDG Services, a brand of VRUOOM PRIVATE LIMITED (CIN U29194HR2021PTC098450), the company that makes Khata Kavach. It is free to read and needs no sign-up.

We make one of the apps. Where a page compares Khata Kavach with another app or another way of keeping credit, remember that we make Khata Kavach. We compare like with like, use only facts the other company publishes, and say plainly where another app does more.

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Facts about other apps. Facts about other apps come from their own websites, help pages and app store listings, on the date shown as "facts checked on". Apps change their features and prices often. Check the app's own website before you decide, and tell us if anything here is out of date: we will correct it.

Not legal, tax or financial advice. Pages about getting paid, notices, interest, courts or tax explain the general position in India on the date shown. Laws and rules change, and every case is different. For your own case, speak to an advocate or a chartered accountant.

Examples are made up. The pumps, transporters, vehicles and amounts in examples are made up, and so is the data on the app screens shown. No example describes a real customer or a real result.

What Khata Kavach is. Khata Kavach records credit fills, bills and payments between a petrol pump and its customers. It never lends money and never holds anyone's money: it is not a bank, a lender or a payment service. A Khata Kavach bill is not a GST tax invoice.

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