Troubleshooting & FAQs

Troubleshoot common errors and find answers to frequently asked questions about Razorpay Magic Checkout.


1. Is international payments supported on Magic Checkout?

Yes, international payments is supported on Magic Checkout.

2. Is Magic Checkout available on plugins?

At present, Magic Checkout is available only on

and .

3. Can I restrict a coupon discount to first-time users?

No, we currently do not support restricting a coupon discount to first-time users.

1. Can I use both live and test keys at the same time in a sandbox environment?

No, we do not support using live and test keys simultaneously in a staging environment. The URL configured in live mode is used for testing. If you need a specific merchant ID (MID) hardcoded for testing, please reach out to your Razorpay SPOC for assistance.

2. Is Single Sign-On (SSO) supported?

No, SSO is not supported. You will need to log in explicitly on the Razorpay Dashboard using your credentials.

3. Why are the serviceability and coupon calls failing?

The calls are failing due to timeouts. If the response time exceeds 10 seconds, the request is terminated, resulting in errors.

4. Can I create payment offers on checkout for my customers?

Yes, you can provide different types of payment offers to customers on checkout. Know more about how to

.

5. How can I fetch the GSTIN and order notes provided by a customer through Magic Checkout?

You can retrieve the GSTIN and order notes provided by a customer by querying the corresponding Razorpay order_id. These details are available in the order notes under the keys gstin and order_instruction respectively.

6. How can I retrieve customer details?

You can retrieve customer details by querying the Razorpay order associated with the customer.

Yes, you can customise Razorpay Checkout to reflect your brand colors and logos. Know more about how to

on checkout.

8. Can I make email and phone number collection mandatory or optional on checkout?

This is an on-demand feature. Please raise a request with our

to configure the email and phone number collection on checkout.

9. What should I do if my domain's firewall or cloud configuration is blocking requests to api.razorpay.com?

If your domain’s firewall or cloud configuration is blocking requests to api.razorpay.com, you need to whitelist our public IPs. Know more about how to

.

10. How can I initiate a refund to my customer?

You can initiate refunds using our

.

1. I am integrating with Razorpay Plugin for the first time. What are the steps that I need to follow?

Follow the steps given below if you are integrating with our plugin for the first time:

  1. .

  2. from the Dashboard. Navigate to Account & SettingsAPI Keys (under Website and app settings).

  3. .

  4. Install Razorpay Plugin: With the release of version 4.1.0, you can install the plugin directly from the

    .

    Handy Tips

    Ensure you have the PHP-curl extension installed to make network requests.

  5. . In addition to the other steps, scroll down to Razorpay under the Payments tab and click Manage to edit the settings.

    • Enable the Payment Method, name it Credit Card/Debit Card/Internet Banking (Displayed to your customer on the payment page).
    • Add in your [KEY_ID] and [KEY_SECRET] generated from the .
    • Set Payment Action to Authorize and Capture to auto-capture payments. If you want to capture payments manually from the Dashboard after manual verification then set the Payment Action to Authorize.
  6. Accept Live Payments.

    • Generate the [KEY_ID] and [KEY_SECRET] in the Live mode on your Razorpay Dashboard.
    • Enter the Live mode [KEY_ID] and [KEY_SECRET] in your WooCommerce store.

    Handy Tips

    to accept live payments.

2. How can I exclude draft orders from WooCommerce analytics reports?

To exclude draft orders: a. Click Analytics settings in the WooCommerce Dashboard. b. Navigate to the Excluded statuses section and select the check box for draft orders under the Unregistered statuses section.

3. My Webhooks are not auto-configured since I am not using the upgraded version of WooCommerce. How do I manually configure webhooks?

  • Auto-webhook support is available from Razorpay Woocommerce Plugin v2.7.2 onwards.

  • You can configure only these events: payment.authorized, refund.created and virtual_account.credited.

    Handy Tips

    If you have enabled the COD option for your customers, you should manually subscribe to the payment.pending event.

  • Once you configure auto-webhook on WooCommerce, you do not have to configure it on the Razorpay Dashboard.

To set up auto-webhooks:

  1. In the WordPress Dashboard, click WooCommerce and go to Settings.
  2. In the Payments tab, complete the following steps:
    • Select Enable Razorpay Webhook.
    • Webhook Events: From the list, select the events for which you want to receive notifications.
    • Webhook Secret: Enter the secret. This is a mandatory field as the secret is required for webhook signature verification.
  3. Click Save Changes.

4. How can I verify if webhooks are enabled?

To verify if webhooks are enabled:

  1. Log in to the Razorpay Dashboard and navigate to Account & SettingsWebhooks (under Website and app settings).

  2. Select the relevant webhook URL.

  3. On the right panel, check if the status for payment.authorized, refund.created and virtual_account.credited is enabled.

    Handy Tips

    If you have enabled the COD option for your customers, you should

    to the payment.pending event.

5. Can I disable Magic Checkout?

Yes, you can disable Magic Checkout. Once you disable Magic Checkout, your website/app will automatically fall back to your default Woocommerce Checkout experience. Follow the steps given below to disable Magic Checkout:

  1. Log in to the and navigate to WoocommerceSettings.
  2. Click Payments.
    Payments
  3. In the Payments tab, scroll down to Razorpay and click Manage to edit the settings.
    edit
  4. Scroll down to the Activate Magic Checkout field and unselect the check box to deactivate it.
    Disable
  5. Click Save Changes.

1. Why am I not able to view the Coupons tab on the Razorpay Dashboard?

Coupons is an on-demand feature. Fill in the

to get this feature enabled on your account.

2. Can I create coupons for an international audience?

No, currently, we support coupons created in INR only.

3. Are the coupons created on Shopify supported?

Coupons created on Shopify will not apply unless they are synced. To sync all coupons across different categories on Shopify:

  1. On the Razorpay Dashboard, navigate to CouponsSetup section.
  2. Click Sync now next to the Coupons from Shopify section.
  3. Enter the Start date and End date to set the sync duration for the coupon.
  4. Click Start Sync.

4. Are all the coupons created on Shopify published once synced?

By default, all the coupons synced from Shopify are in the created state. You must manually configure and publish the coupons. To publish a coupon, identify the coupon created on Shopify, click the options icon and click View and Edit (if required), or click Publish.

5. Why are my customers not able to avail of the Buy X Get Y coupon?

In the Buy X Get Y scenario, you must convey to your customers that to use this coupon, both the X and Y products should be present in their cart. For example, if the coupon offers a discount on a cap or provides it for free when you buy a t-shirt, both items must be in your cart for the discount to apply.

6. Why are the coupons I have created and published not visible on checkout?

After you publish a coupon, navigate to SettingsCoupon Settings and click Enable to make the coupons accessible on checkout for your customers. Click Save settings post which all the coupons created on Shopify will stop working immediately.

7. Can I edit a coupon after creating it?

Yes, you can edit the coupon. Navigate to CouponsAll Coupons, identify the coupon you want to edit, navigate to the options icon and click View and Edit.

Watch Out!

Once the coupon is created, you cannot edit the Coupon Code, Coupon eligibility file you upload, Display this coupon at checkout, Coupon start date and Total Maximum budget.

8. Can I delete a coupon?

You can only deactivate a coupon and not delete it. Identify the coupon you want to deactivate, navigate to the options icon and click Deactivate.

9. What is the CSV format to upload the coupon eligibility file?

Format:

10. How is the refund processed if a customer returns a product paid partially via COD and partially online?

The refund process depends on the your refund policy. If approved, the refund will be processed as a standard refund, similar to the existing refund options that Razorpay offers. Know more about

.

1. What is Login with Razorpay (SSO)?

Login with Razorpay, powered by Magic SSO, is a single sign-on system that allows customers to log in seamlessly across the Razorpay network using OTP-based authentication. It helps merchants collect valuable user data, personalise the shopping experience, and improve conversions.

2. Is this feature available for all platforms?

No, currently this feature is only available for Shopify users.

3. Can I choose where the login prompt appears for users?

Yes, you can configure the login prompt to appear:

  • On the first page a customer visits
  • After a customer adds their first item to the cart
  • During checkout (with the option to make login mandatory)

Know more about

.

Yes, you can customise how consent is collected from users. Know more about various options

.

5. Can I customise how the login widget looks?

Yes, you can customise the heading, emojis, background and button colours, and fonts to match your brand. Know more about

6. How do login rewards work?

Login rewards are incentives such as coupons offered to users who log in via the widget. You must create the coupon using

and raise a request with our to get the feature enabled.

7. What is automatic customer tagging in Razorpay Magic Checkout?

Automatic customer tagging refers to the process where Login with Razorpay (SSO) feature assigns specific tags to customer profiles in your Shopify store when they log in. These tags help identify returning users, track login methods, and automate retargeting campaigns.

8. How quickly are tags applied after a customer logs in?

Tags are applied in real-time as soon as the customer logs in through Magic SSO.

9. Will existing customer accounts get tagged?

Yes, when existing customers log in through Razorpay SSO, the system automatically applies the relevant tags.

10. Can I manually edit or remove these tags?

Yes, you can edit or remove these tags like any other customer tag in Shopify. However, we recommend retaining them to ensure accurate automation and segmentation.

11. Do these tags affect my Shopify plan limits?

No, customer tags do not count towards any Shopify plan limits.

12. Can I create my own custom tags?

Yes, you can create and apply additional custom tags to enhance customer segmentation.


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