While raising a support ticket here you should briefly address the issue you have faced, and attach a screenshot of the email sent to the merchant in the initial stage. You are also required to provide us with the following details:

  • Date of transaction
  • Amount of transaction
  • Razorpay Payments Transaction ID (like pay_9uxAbcd34z)
  • Description of the problem
  • Details of email communication with the merchant( Screenshot of the communication)

Once a complaint is raised, the Razorpay Investigation team would take 3-5 working days to resolve the issue.

We want our customers to buy with confidence every time they initiate a transaction via Razorpay and it is our responsibility to guide our customers on the right and effective way to file disputes. As a first step, we strongly recommend that customers initiate direct communication with the merchant to resolve issues pertaining to a specific order. If you do not get a satisfactory response or no response you can then raise a chargeback with your bank as a second option. These chargebacks will be raised with Razorpay by your bank and we assist to amicably resolve the issue.


Generally buyers must wait at least 7 days from the date of payment to escalate a dispute for an item not received with their bank. Where an item has not been received, please ensure you have given the seller enough time before opening a dispute