{"id":26508,"date":"2026-03-30T16:59:07","date_gmt":"2026-03-30T11:29:07","guid":{"rendered":"https:\/\/blog.razorpay.in\/blog\/?p=26508"},"modified":"2026-03-30T16:59:07","modified_gmt":"2026-03-30T11:29:07","slug":"razorpay-agent-studio-principles-guardrails-and-merchant-control","status":"publish","type":"post","link":"https:\/\/razorpay.com\/blog\/razorpay-agent-studio-principles-guardrails-and-merchant-control\/","title":{"rendered":"Razorpay Agent Studio: Principles, Guardrails, and Merchant Control"},"content":{"rendered":"

Razorpay Agent Studio launched at FTX 2026 as a marketplace of AI agents built on top of Razorpay’s payment infrastructure. Since launch, we’ve received questions from merchants, developers, journalists, and regulators about how these agents behave, who controls them, and what safeguards are in place.<\/span><\/p>\n

These are the right questions. AI agents that take actions on behalf of a business need clear boundaries, transparent behavior, and real accountability. This post explains how Agent Studio works \u2014 in detail.<\/span><\/p>\n

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Explore Razorpay Agent Studio<\/strong><\/h2>\n

Build and deploy AI agents that monitor payments, automate operations, and recover revenue across your financial workflows.<\/p>\n

Learn More about Agent Studio<\/strong><\/em>
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What is Agent Studio?<\/b><\/p>\n

Agent Studio<\/a> is a marketplace inside your Razorpay dashboard where you can install AI agents that handle specific operational work for your business. Think of each agent as a specialist you hire for one job.<\/span><\/p>\n

The <\/span>Dispute Expert<\/b> fights chargebacks the moment they land \u2014 gathering evidence from Razorpay, Shopify, Shiprocket, and other connected platforms, scoring win probability, and submitting a response or sending you a ready-to-approve draft. The <\/span>Subscription Recovery Agent<\/b> catches failing payments before they churn a customer \u2014 calling at-risk subscribers with a personalized conversation in English or Hindi. The <\/span>Cart Abandonment Recovery Agent<\/b> follows up with customers who dropped off at checkout \u2014 with a voice call matched to why they left, and a payment link to complete the purchase on the spot.<\/span><\/p>\n

These aren’t dashboards or alerts. They reason through context, decide the right action, and execute within clear guardrails. But “clear guardrails” is a claim that deserves specifics. Here they are.<\/span><\/p>\n

1. The merchant is always in control<\/b><\/h2>\n

Every agent operates within boundaries the merchant defines. Before activation, the merchant reviews and approves exactly what data the agent can access, what actions it can take, and where it needs human approval before proceeding.<\/span><\/p>\n

For sensitive actions, agents escalate to the merchant \u2014 typically on WhatsApp \u2014 rather than acting unilaterally.<\/span><\/p>\n

Any agent can be configured in <\/span>review-first mode<\/b>: the agent does all the work \u2014 gathers evidence, drafts a response, builds the case \u2014 but holds it for the merchant to review before anything is submitted or sent. The grunt work is handled by the agent. The final call stays with the merchant. This is a good starting point for teams that want to build confidence before turning on full automation.<\/span><\/p>\n

No agent takes an irreversible action without explicit merchant approval. Actions like large financial transfers or deletions require double confirmation and are never eligible for auto-approval.<\/span><\/p>\n

The merchant can turn off any agent at any time. One tap. Immediate.<\/span><\/p>\n

2. Agents don’t set prices or invent discounts<\/b><\/h2>\n

When an agent like the Cart Abandonment Recovery Agent reaches out to a customer, any discount or offer it extends comes from the merchant’s existing discount and coupon configuration on Razorpay. The agent does not create new discounts, modify pricing, or decide independently how much to offer.<\/span><\/p>\n

The agent does personalize how it engages each customer \u2014 what it says, which of the merchant’s pre-approved offers it surfaces, how it frames the conversation based on what’s in the cart and why the customer dropped off. But the set of available offers and the maximum discount limits are defined by the merchant through Razorpay’s existing coupon system.<\/span><\/p>\n

If a merchant has configured a maximum 10% discount for cart recovery, no agent will offer 15%. The ceiling is the merchant’s ceiling. The agent picks from what the merchant has authorized. It doesn’t make up new deals.<\/span><\/p>\n

3. Agents work with verified first-party data<\/b><\/h2>\n

Agents on Agent Studio pull data directly from the merchant’s own connected systems \u2014 not from web scraping, external inference, or unverified sources.<\/span><\/p>\n

Razorpay already has established connections with e-commerce platforms and order management systems like Shopify, Shiprocket, Tally, and QuickBooks. When a merchant installs an agent, they provide consent to connect these systems through a standard OAuth flow. The agent then reads product pricing, inventory status, order details, and transaction data from the merchant’s actual platform \u2014 the same source of truth the merchant’s own storefront uses.<\/span><\/p>\n

If a product is priced at \u20b9999 on the merchant’s Shopify store, that’s what the agent sees. If it’s out of stock, the agent knows from the inventory field, not from guessing. Payment links generated through Razorpay reflect the final transaction amount as configured by the merchant.<\/span><\/p>\n

Several connectors are pre-enabled from day one with no setup required \u2014 Razorpay data, WhatsApp, SMS, email, ElevenLabs, and Shiprocket. Connectors that require access to external accounts \u2014 like Shopify and Tally \u2014 need a one-time OAuth connection. Once done, they’re available to all the merchant’s agents.<\/span><\/p>\n

If a merchant needs a connector that doesn’t exist yet, they can request it directly from the Connectors section in the dashboard. New connectors typically take about one week to build and release. For enterprise customers, we support private connectors scoped exclusively to the organization \u2014 data is accessible only to that merchant’s own agents and is never shared with other customers or agents outside their environment.<\/span><\/p>\n

4. Every action is validated before it executes<\/b><\/h2>\n

Beyond working with verified data, every agent action passes through Razorpay’s platform-level validation layer before execution. These checks cover:<\/span><\/p>\n