Separate checkout expiry from payment evidence
A link can expire while a customer is still in a UPI app or while verification is delayed. The expiry tells you that the old checkout should no longer start new attempts; it does not prove no funds moved. Check the receiving account and gateway order before asking for another payment.
Create a clean retry
If the earlier order is unpaid, create a new payment request and share its new link. Keep the original reference in your support record so the two attempts are not confused. Tell the customer which link is current and which one to ignore. If the original later verifies, prevent double fulfilment and investigate whether the new attempt also paid.
Use clear support language
Ask for the order reference and approximate payment time, rather than requesting a UPI PIN or banking credentials. Never request the customer's UPI PIN. Explain that the order remains under review until the merchant transaction and gateway status agree.