API ReferenceIntegrationsKnowledge Base

Support

You get a host of resources such as Razorpay Docs that offers comprehensive details about each of Razorpay products, integrations and API Reference Guide. The Razorpay Knowledge base provides answers to the most of frequently asked questions related to Razorpay products.

Registered Razorpay Users🔗

Who is a Registered Razorpay User
You are a registered Razorpay user if you run a business or are a freelancer and use Razorpay products to receive payments from your end-users or make payouts for business purposes.

If you are a registered Razorpay user, you can contact the Razorpay Support team using the following steps:

  1. Log into the Razorpay Dashboard.

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

  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.
    • Chat with us
      Start a live chat with us.
    • Dashboard Guide
      Know how to use the Razorpay Dashboard.
    • 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.

You can also refer to the Razorpay Docs about the various Razorpay offerings, integrations and APIs.

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🔗

Watch this video to see how to raise a new support ticket from the Razorpay Dashboard.

To raise a new support ticket:

  1. Log into the Razorpay 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.
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 the Dashboard:

  1. Log into the Razorpay 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.

    Raise
  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.

    Successful

Chat with Us🔗

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 Razorpay Dashboard.
  2. Click the headphone icon to open the Help and Support pop-up.
  3. Click Chat with us.
  4. On the pop-up page, enter your query and start chatting with our support team.

Looking for Refund🔗

If you are a customer looking for a refund, use the Refund Tracker to track the status of your refund.

Refund Tracker🔗

Watch this video to see how to track refunds using the Refund Tracker.

To track your refund:

  1. Visit Refund Tracker and click Customer.

  2. In the Track Payments form on the right, enter one of the following IDs:

    • Payment ID
    • Refund ID
    • Order ID
    • Booking ID
      You can find the relevant ID in the payment confirmation email or booking history.
  3. Perform the CAPTCHA step and click Check Status.

The refund details are displayed as shown below:

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