Lotus Herbals isn’t just a skincare brand — it’s a legacy. Founded by Kamal Passi in 1993, Lotus Herbals started with a clear vision: to craft natural beauty solutions rooted in Ayurvedic wisdom. What began as a small regional player in North India has since blossomed into a global beauty powerhouse, with a presence in over 700 Indian cities and 16 countries worldwide. Their secret? A perfect blend of ancient ingredients, modern science, and an unwavering commitment to clean, cruelty-free beauty.
As their D2C business picked up steam, Lotus Herbals faced a new-age challenge — making their digital payment experience as smooth and trustworthy as their products. And that’s when Razorpay quietly stepped into the mix.
Growing Pains of Going Digital: What Lotus Herbals Had to Navigate
As Lotus Herbals expanded its digital storefront, the brand found itself navigating the usual bumps that come with scale, especially in the fast-paced world of online beauty retail.
A few challenges began surfacing:
- During peak sale days, payment volumes spiked, and occasional drop-offs started to creep in.
- Customers from remote areas sometimes placed orders that couldn’t be fulfilled, leading to confusion and an increase in returns.
- With the volume of orders growing, so did refund requests, and the manual tracking started eating into the team’s time.
- For the support team, queries around delivery zones, unserviceable PIN codes, and order statuses became more frequent and more difficult to manage at scale.
These weren’t make-or-break issues. But they were adding friction in the customer journey — just enough to affect conversion rates and increase operational load. What Lotus Herbals needed was a reliable partner who could help simplify these growing complexities, without adding new ones.
From Flash Sales to Refunds — Razorpay Handled the Heavy Lifting
Lotus Herbals partnered with Razorpay to streamline its payment infrastructure and reduce operational complexity. The switch wasn’t just about stability — it was about building a smarter, more intuitive checkout flow that could scale with them.
Here’s what that looked like in action:
The Razorpay Payment Gateway became the steady engine behind Lotus Herbals’ D2C operations, consistently delivering success rates of over 90%, even during high-traffic campaigns and festive sale rushes. Quick settlements helped keep cash flows smooth, allowing the brand to focus on scale, not firefighting.
Razorpay Magic Checkout was a game-changer. It introduced pre-payment PIN code validation that helped weed out unserviceable addresses and order-related queries—delivering a more reliable last-mile experience for customers.
Native OTP on Card Checkout brought speed and simplicity to the checkout journey. By reducing friction at the payment stage, Lotus Herbals saw fewer cart drop-offs, especially among mobile-first shoppers, and an overall lift in conversion rates.
COD reconciliation and refund processes were also streamlined through Razorpay’s backend automation. With faster refund credit top-ups and less manual follow-up, the finance and support teams could operate more efficiently, even during high-volume weeks.
Beyond features, Razorpay’s support team became an extension of Lotus Herbals’ operations, stepping in swiftly during key transitions such as banking detail updates, new GST number implementations, and full-site integration rollouts. Whether it was a late-night campaign fix or a backend update, the support was always prompt and clear.
Lotus Herbals has always stood for efficiency rooted in nature — and as the brand stepped confidently into the digital era, it brought that same intentionality to every part of its customer journey. From preventing drop-offs and fake orders to ensuring smooth reconciliation and consistent success rates, Razorpay helped stitch together the backend operations that power a seamless buying experience. Today, Lotus Herbals isn’t just growing — it’s scaling smart, with a payment stack built to support momentum, not slow it down.
