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Razorpay Customer Care
1800-123-1272
(Monday to Friday – 9 AM to 6 PM)

Razorpay Official WebsiteRazorpay.com

Razorpay Email Support[email protected]

You can also visit Razorpay.com/support for help & support.

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Headquarters Office
SJR Cyber, Hosur Road, Koramangala, Bangalore


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Q When should a customer file a complaint regarding the non-receipt of an order?

We suggest that you wait for 7-10 business days for physical goods and 1 business day for digital goods. In case you do not receive the services/goods even after the said time interval or if the items received are materially different, defective or damaged, then you should visit the merchant website and refer to the terms & conditions, shipping policy, refund policy and contact the merchant to resolve the issue.

In order to contact the merchant please visit the Merchant Website → Click on contact us tab → Call on support number or send an email to the support email address of the merchant. While sending an email you should include following details:
• Date of transaction
• Amount of transaction
• Order ID shared by the merchant
• Payment ID shared by Razorpay(pay_9uxxxxxxx34z)
• Description of the problem

In case the merchant does not respond to your emails & phone calls within 3-5 working days then you can contact us here to mediate and amicably resolve the issue.

Q Cancellation of Orders/Refunds/Returns

Please note that all the queries relating to the full or partial cancellation of orders should be routed to the merchant since we are a payment gateway, and we only facilitate online payments for merchants. We do not handle shipping or order dispatch and you should directly contact the merchant for queries regarding returns and follow instructions as as specified in the return & cancellation policy on the merchant website.

Once a refund is initiated, or if the order is not generated at the time of the transaction, then you should get the credit in your bank account within 5-7 business days failing which you can check the refund status here

Please refer to the refund link for more information.

Q How do I open a dispute with a seller when a purchase goes wrong?

You can open a dispute by clicking on Contact Us link at Razorpay website within 30 days of payment if:
• You don’t receive the item
• You receive an item but it’s significantly different than the description on the seller’s website

By opening a dispute, Razorpay will work with seller & buyer to mitigate & resolve a disputed transaction.

To open a dispute:
• Click on the link here
• Select the category “dispute a payment”, then click Continue.
• Enter ‘payment id & description of your request, click Next and follow the on-screen instructions.

Note:
• Generally buyers must wait at least 7 days from the date of payment to escalate a dispute for an item not received
• Where an item has not been received, please ensure you have given the seller enough time before opening a dispute
• Provide the details about the issue to help us decide on the best solution to resolve it

Q Does Razorpay intervene to resolve a pending dispute between a buyer and a merchant?

We want our customers to buy with confidence every time they initiate a transaction via Razorpay and we are always willing to resolve problems. As a first step, we usually recommend that customers initiate direct communication with the merchant to resolve issues pertaining to a specific order. However, if the merchant is non-responsive to emails or phone calls, then Razorpay will intervene to amicably resolve the issue.

Q I do not recognize the transaction that I’ve 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 common email id you use for making online transactions
• Amount and date of debit
• Screenshot of the debit, in case it was a netbanking or wallet transaction
• Last 4 digits of the card used, in case this was a card transaction.

Q What should you remember when filing a dispute on Razorpay?

While raising a support ticket here you should briefly address the issue you have faced, and attach a screenshot of the email sent to the merchant in the initial stage. You are also required to provide us with the following details:
• Date of transaction
• Amount of transaction
• Razorpay Payments Transaction ID (like pay_9uxAbcd34z)
• Description of the problem
• Details of email communication with the merchant( Screenshot of the communication)

Once a complaint is raised, the Razorpay Investigation team would take 3-5 working days to resolve the issue.

Q How do I report potential fraud or unauthorized transactions to Razorpay?

If you notice a transaction that you didn’t authorize, let us know right away by following steps outlined below:
• Contact us by clicking on the link here
• Select the category “Report Fraud”, then click Continue.
• Enter ‘payment id & description of your request, click Next and follow the on-screen instructions.

Make sure that the suspicious activity you observe isn’t from a family member using your card without your knowledge, or from a recurring payment such as a monthly Subscription

Q What are the charges involved? Do you charge any set-up fee?

We offer a simple and transparent pricing plan which has no hidden fees:
• 2% per successful transaction;
• +1% for International cards, EMI and Amex;
• No setup fees;
• No Annual maintenance charges;
• GST applicable of 18% on the transaction fee.

You may refer here for pricing plans.

To be more specific, on domestic transactions, we levy a 2% Transaction charge + 0.36% GST* = 2.36% per successful transaction.

On International / AMEX / EMI transactions, we levy a 3% Transaction charge + 0.54 % GST* = 3.54%.

Please note GST of 18% is applicable on the transaction charge and not on the entire payment amount. For example, if a customer pays INR 100.00. The fees of INR 2.36 (2.36%) would be deducted and you would receive INR 97.64 as per your settlement cycle.

Q I have a business registered outside India. Can I use Razorpay to accept payments?

Unfortunately, we only support businesses registered in India.

Q Is GST mandatory in order to accept payments?

No, GST is not mandatory if your business does not have an annual turnover of over 20 lakhs. However, if you do not provide your GST details, you would not be able to claim TDS at the time of filing returns.

Q How is Razorpay better?

We are a developer-oriented payment gateway. We provide you 24x7 support, our codes are super easy to integrate and don’t take more than 30 minutes, and our checkout experience is extremely customer friendly. Since we do not redirect your customers away from your page, this makes life easy for them! Your customers do not have to re-enter their card details repeatedly or build the shopping cart again, for instance. Further, this helps you retain your customers better - truly a win-win situation!

Q How can I earn money from Razorpay?

We are a payment gateway and help merchants with registered businesses to accept payments online. If you have a business venture and are looking to accept payments online, you can sign-up with us. However, if you would like to refer a merchant to Razorpay, we offer a referral program. You can apply for the same by filling out the form. Once you submit the form, our business development team will reach out to you with more details.

Q What is the maximum payment amount allowed per transaction on a Payment Page?

By default, a customer can make a maximum payment of ₹5,00,000. This can be raised by raising a request with Razorpay Support.

Q Can I accept International Payments through Razorpay?

Yes, we do support acceptance of international payments through cards issued by overseas banks.

You can collect International payments via all our products excluding Route (split payments) and Smart Collect (fund transfers vis NEFT/RTGS).

Any Razorpay registered user, which is an Indian business, should be able to accept payments from debit or credit cards which are issued by overseas banks.

This functionality will also allow these businesses to accept payments via cards which are issued in India but are international cards.

Q My account is not yet activated, it's been too long since I got any update, what do I do?

We try our best to have everyone's account activated on time, however since you haven’t received an update on this, please file a grievance over here: here with your merchant ID and our team will update you at the earliest on the status of your account.

Q How do I integrate Razorpay?

Our integration documentation is available at here. Once you are done with the integration, you will have to generate the API keys and implement the same in your code.

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