If a customer is asking for a refund, the banking partner provides a unique reference number (either RRN, ARN or UTR) when a refund is processed. The customer can use this reference number to track the refund status with the bank.
As a customer, you will be notified of the specific payment to be refunded in 7-10 working days.
Razorpay sends the following email communications for refunds:
Refund Mailer After the business processes the refund, Razorpay sends you an email with the refund id and a unique reference number provided by the bank (ARN, RRN or UTR). This mail also contains a link for the refund tracker.
ARN Update Mailer If you want a refund for a credit card payment, the banking partner will send an ARN to Razorpay. Razorpay sends you an email with this ARN number. You can use this ARN number to trace your transaction with your card issuer.
Razorpay sends the Refund and RRN/ARN Update emailers only if the customer email is passed to us.
If you are unable to contact the business or their response is not satisfactory, contact your bank to raise a dispute.
A customer can raise a dispute against a particular transaction and contact the bank through which the customer has made the payment. The bank will raise the dispute with Razorpay. We will work with the bank and assist in resolving the issue amicably.
Please wait at least 7 days from the date of payment to escalate a dispute for an item not received. Ensure that you have given the business enough time before opening a dispute.
Please provide complete details about the issue to help us decide on the best solution to resolve it.
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.
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.
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.