Frequently Asked Questions (FAQs)

Following is the registration flow of the NPCI ENACH:

Following is the registration flow of Emanate with Razorpay’s direct bank partnerships

Yes, you can share the below video with customersto understand the registration flow.

To improve the Emandate registration user experience for your customers:

• Before customers proceed with the authorisation transaction, you can display a message asking your customers to keep their netbanking credentials handy. This will help prevent time-out at the checkout.
• Inform your customers that there might be a ₹1 or ₹2 deduction during the authorisation transaction. This amount will be refunded to your customer in 3-5 bank working days.

The timeline for token confirmation depends on the authentication method and bank used for registration. Token confirmation is required before you can initiate debits on the mandate.

Confirmation Timelines by Authentication Type and Bank

T+1 Processing Schedule

Authorisation requests are processed based on submission time:

• Requests created between T-1 day 9:00 AM and T day 9:00 AM are processed on T during banking hours.
• Requests created after T day 9:00 AM are processed in the T+1 cycle.

Important Considerations

• Delays: Token confirmation may be delayed up to 5 days in some instances due to bank-side issues or bank holidays.

• Debit timing: Debits can only be initiated after token confirmation is complete.

• NPCI eNACH partner banks: While registrations are instant with NPCI eNACH, partner banks may take up to 2 days to complete their registration process. Debits initiated before the bank completes registration will fail. Wait at least 2 days before retrying a failed debit.

For all mandates registered under ENACH, NPCI offers a facility to cancel the mandates which are either not in use or are requested by the customers to be cancelled.

You can initiate cancellation and track the status by following these steps:

• Delete the mandate token using

  Dashboard

  or

  APIs

  .

• Razorpay will initiate cancellation for the deleted tokens on the next working day.

• On acknowledgement from NPCI for cancellation, you will receive a 'Token Cancelled'

  webhook

  , which can be taken as a confirmation of mandate cancellation.
  

Razorpay will take care of your scheduled debits if you use our Subscriptions services.

Know more about

It may be a temporary issue of bank downtime on NPCI. If you see this as a consistent issue for more than 24 hours, raise a support ticket from your Dashboard.

Following are the supported account types for online Emandates:

• Savings
• Current

Joint accounts have multiple modes of operation. Suppose the customer trying to set up the mandate has access to operate the account without the joint account holder’s consent (mode of operation on account as either or survivor or anyone or survivor). In that case, they can register the mandates.

However, if both joint holders’ approval is required for operating the account, then such account holders cannot register with Emandates.

Customers need to ensure the following while registering for emandates:

1. Have the details for the selected mode of authentication.
   1. NetBanking: Login and Password
   2. Debit Card: Card Number, Expiry and Debit Card PIN
   3. Aadhaar: Aadhaar Number and Registered mobile number as on Aadhaar
2. Ensure the bank account used for authentication with NetBanking or Debit Card is the same as the account number used for registration. For Aadhaar based authentication, ensure to map the Aadhaar Number to the bank account on which the mandate is being registered.
3. Maintain average monthly balance in the bank account where the mandate is being registered.
4. Ensure that the selected bank account is in the active state.

You can refer to the

You should collect the following information from the customer:

1. Customer Name
2. Account Number
3. IFSC Code
4. Account Type
5. Bank Name

As there is no payment at the time of Emandate registrations, you need to have a sufficient balance in your Razorpay account to pay the transaction charges for registrations.

We recommend you top up your Razorpay account with a minimum amount to take care of registration charges until you start generating continuous cash flow via Razorpay.

Following is the debit presentment flow of the NPCI ENACH:

You can set the maximum amount while initiating registrations for your customers. The maximum amount varies depending on the authentication mode using which customers want to set up the mandate.

If you do not set a limit for the mandate, the maximum limit defaults to ₹1,00,00,000 for Emandates.

For Emandates via NPCI

The following table lists the auth types and their maximum limit allowed for Emandates via NPCI.

For Emandates - Direct bank integration (SBI, ICICI, Axis)

The following table lists the auth type and the maximum limit allowed for Emandates - Direct bank integration (SBI, ICICI, Axis).

For Emandates - Direct bank integration (HDFC)

The following table lists the auth type and the maximum limit allowed for Emandates - Direct bank integration (HDFC).

The registrations are instant with NPCI ENACH and you can initiate debits immediately.

However, there are instances where the registration confirmation at the partner bank side has not been completed. It could take up to 2 days to complete this process.

We have observed that most debits get cleared even when presented as soon as the registration is complete. That said, we recommend waiting for 2 days before you retry after a failed debit.

Debits can be initiated once the token status changes to confirmed. There is no additional waiting or cooling period required after the successful validation of the Aadhaar eSign.

Debits can be initiated once the token status changes to confirmed. There is no additional waiting or cooling period required.

In the case of Emandate, the process varies from bank to bank and the authentication type used. Based on the integration used during Emandate registration, it can take up to 2 working days for subsequent debit payment authorisation.

Customer account debits for Emandates registered with NPCI ENACH will be done on all days, including weekends and public holidays.

However, settlements for the debit payments captured on weekends and public holidays will only be made on the next working day as per your settlement schedule.

This issue occurs when the bank has not completed the registration at their end. For such cases, you can retry debit after 5 working days. If this issue persists, inform your customers to contact their bank and get their mandate approved.

This failure can occur for 2 reasons:

1. When the first debit is presented within a few days after registration. This means that the bank has not completed the mandate setup. You can retry after 5 days of the first failure in such cases.
2. When the debit is presented more than a month after registration, then it means that the customers have cancelled the mandate by approaching their bank. In such cases, you will need to ask customers to register a new mandate.

Payments have to be captured for the corresponding settlement to take place. You can manually capture the payment from the

Alternatively, to avoid manual dependency, you can enable Auto Capture for all your payments from the Dashboard.

Know more about

If the first attempt fails, you can retry after 3 days from getting the confirmation or rejection of the last payment, as it may take more than 24 hours.

For example:

• If the charge fails on 1 November 2023 and you receive the confirmation, you can retry the attempt on 4 November 2023.
• If the charge fails on 1 November 2023 and you receive the confirmation on 2 November 2023, you can retry the attempt on 5 November 2023.

The feature, Charging Customers During Registration, is available only on emandate via netbanking.

The feature, Charging Customers During Registration, is only supported by HDFC and ICICI.

First Payment Amount:

The first charge will be automatically debited after NPCI confirms the mandate. The amount will be debited from the customer's account 24 to 36 hours after the token is confirmed.

Charging Customers During Registration:

The customer is not immediately charged. First, the mandate is registered. We automatically charge the customer the first payment amount only after the mandate is successfully registered.

Payment re-tries are not automated. You can manually re-initiate the payment for the same order id in case of a failed payment. If the payment for the given order id is successful or refunded, then you cannot use the same order id to initiate the payment.

However, if the payment has failed due to insufficient_balance, you can only re-initiate a payment 3 days after initiating the previous payment.