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Frequently Asked Questions (FAQs)

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1. What should I do if I have not received my refund even after 10-12 working days?🔗 Ideally, refunds are credited in 10-12 working days. In case you have not received your refund, check the refund status in the Refund Tracker. Know more about tracking your refund using Refund Tracker. 2. How do I check my order status after the amount is deducted from my account?🔗 Upon a successful transaction, you will receive a confirmation email from Razorpay. We are a payment gateway and only facilitate the business with online payments. For the status of the order, contact the business. 3. How do I cancel my order?🔗 All the queries related to full or partial cancellation of orders should be routed to the business. Razorpay is a payment solution provider and does not ship or dispatch orders. Please contact the business for queries regarding cancellation or returns. After the business cancels the order and initiates the refund, the amount will be credited to your account in 7-10 days. You can check the status of your refund using the Refund Tracker. Know more about tracking your refund using Refund Tracker. 4. Can I file a complaint if I have not received my order?🔗 We suggest that you wait for 7-10 business days for physical goods and 1 business day for digital goods. If you have still not received the items, or if the items received are materially different, defective, or damaged, contact the business to resolve the issue. Include the following details while sending an email to the business: Date of transaction. Amount of transaction. Order ID shared by the business. Payment ID shared by Razorpay(pay_9uxxxxxxx34z). Description of the problem. If the business does not respond to your emails and phone calls within 3-5 working days, contact your bank to raise a dispute. 5. My account is activated. How do I switch to live mode?🔗 You can switch between the Test and Live modes using the drop-down option at the top of the Razorpay Dashboard. 6. What is a webhook? How do I use it?🔗 Webhooks enable a web application to send information to another application in real-time when a specific event happens. Use Razorpay Webhooks to configure and receive notifcations when a specific event occurs. Refer to the detailed documentation for Webhooks. 7. How do I report a fraudulent transaction?🔗 Please raise a request over here with the transaction details and our team will investigate this further. 8. I do not recognise the transaction that I have been charged for. Can you help me?🔗 Yes, we can. Please provide the below details by raising a request here and we will get back to you at the earliest. a. A common email id you use for making online transactions. b. Amount and date of debit. c. Screenshot of the debit, in case it was a net banking or wallet transaction. d. The last 4 digit of the card were used, in case this was a card transaction. 9. I have done duplicate transactions towards the same order/service. How do I get a refund?🔗 We are a payment gateway and only facilitate the seller with online payments. We request you to contact the seller with the transaction details for a refund. 10. What should I do if I do not receive a payment confirmation mail from Razorpay?🔗 You can raise a request to our support team. Select the category as I am a customer select the nature of your request and remember to provide your email id, the screenshot of debit and transaction ID received from the seller and we will get back to you at the earliest. 11. Why does it take so long for a refund to be credited to my account?🔗 Several factors and processes are involved during a refund. Hence, we recommend waiting for 10-12 working days. Please refer to the blog to know more about the refund process.

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3. What are the charges involved? Do you charge any set-up-fee?🔗 Refer to ourpricing policy.

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