API ReferenceIntegrationsKnowledge Base

Support

Razorpay Support is committed to providing you with best-in-class service through its experienced technical support team. They are equipped to assist you through email and live-chat interface, ensuring to offer effective solutions to your queries with utmost promptness and efficiency.

There are various ways to get in touch with the Support team. Follow these steps:

  1. Log into the Dashboard.
  2. Click the headphone icon to open the Help and Support popup.
  3. You have the following options:

Write to us🔗

You can create a new support ticket or file a grievance on an existing ticket through the Razorpay Dashboard.

Raise a New Ticket🔗

Follow these steps to raise a new support request:

  1. Log into the Dashboard.

  2. Click the headphone icon to open the Help and Support pop-up.

  3. Click Write to us.

  4. Select the nature of request, provide the relevant details and click Submit.

     <img class="click-zoom"  src="/docs/assets/images/dashboard-guide/support-tickets/raise-request-details.png"  width="600"  alt="Raise Ticket">
    

File a Grievance🔗

If you are not satisfied with the resolution or there is no resolution provided after 48 hours of raising the support ticket, you can file a grievance with us. Our escalation officer will provide an update within 8 working hours.

Follow these steps to file a grievance for an existing support ticket through Razorpay Dashboard:

  1. Log into the Dashboard.

  2. Navigate to My Account and open Support Tickets.

  3. Click on the ticket for which you want to file the grievance.

  4. Click Raise Concern to escalate this ticket.

     <img class="click-zoom"  src="/docs/assets/images/dashboard-guide/support-tickets/raise-concern.png"  width="800"  alt="Raise Concern on Existing Ticket">
    
  5. Provide the following details:

    1. Select the relevant option - I didn't receive a satisfactory response or I haven't received any response yet

    2. Enter additional details, if any in the text box.

      Escalation
  6. Click Submit.

     <img class="click-zoom"  src="/docs/assets/images/dashboard-guide/support-tickets/escalation-notification.png"  width="400"  alt="Successful Escalation">
    

Chat with us🔗

You can chat with a member of the Support Team using the Chat with us option between 9 a.m. and 5 p.m. on all working days.

Follow these steps to start a live chat with us:

  1. Log into the Dashboard.
  2. Click the headphone icon to open the Help and Support pop-up.
  3. Click Chat with us.
  4. In the pop-up that appears, enter your query and start chatting with our agent.

Call Support🔗

Follow these steps to arrange for a callback from us:

  1. Log into the Dashboard.
  2. Click the headphone icon to open the Help and Support popup.
  3. Click Call Support.
  4. Enter your phone number and click Submit.
  5. Click Done.

Here is a short animation on how to arrange a callback:

Receive Callback

FAQs🔗

Refer to our knowledge base and get answers to most of your frequently asked questions. This comprehensive knowledge base covers topics for both your businesses and customers in a simple Q&A format.

Refund Tracker🔗

You can track the status of a refund or enable your customers to track refunds using the Refund Tracker.

Refunds can be tracked using:

  • Razorpay Payment ID
  • Razorpay Refund ID
  • Razorpay Order ID
  • Booking ID

You can find the relevant ID in the payment confirmation email or booking history.

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