18 Jun 2025
Topic 1 - Gamification Campaign
What is Gamification Campaign-
Campaign is aimed to get merchants to perform 5 transactions on Razorpay by rewarding every time a milestone is reached
Who is eligible for this campaign
This offer is valid only for new Razorpay merchants
Existing merchants (i.e., merchants onboarded before the date mentioned above) are not eligible to avail of this offer.
Only transactions with a value of Rs. 100 or more shall qualify as eligible transactions under this offer.
The offer applies to your first five (5) eligible transactions made on the Razorpay platform.
Applicable POD : Post-Onboarding
How does this look for merchant/ Agent
Why is this important for agent to know
Experiments planned to be conducted this week and will be rolled out to a total of 500 merchants.
Will consist of both new and existing merchants(Lesser than 30 days/Lesser than 5 txn)
Rewards earned will currently not have a placeholder in the Admin DB/SAV - However the same will be picked up looking at the user acceptance post the experiment
SOP Link : KB Link
Supporting FAQ : Available in article
Topic 2 - Handling Hindi Language Requests in Chat
What is the change - When a merchant joins the chat and requests to converse in Hindi or mentions they are not comfortable communicating in English, agents should respond with the following:
“We currently don’t support Hindi over chat. However, you can select the Hindi language option in our ‘Click to Call’ feature, and one of our agents will call you back shortly to assist you in Hindi.”
Who is this applicable for - Any merchant reaching out through Chat and asking to Chat in Hindi
Applicable POD : Chat
Why is this important for agents to know: This guideline ensures that agents can handle language preference requests consistently and professionally, and set the right expectations.
SOP Link : NA
Start date / Live date : 19 Jun 2025
Supporting FAQ: NA
Topic 3 - FSSAI not required for merchants operating as a platform for delivering food and not involved
What is the change - As per the current SOP/AAB, merchants though operating as a platform for delivery of food and not in the preparation are mandated to share the FSSAI license. Going forward this document is not required.
Who is this applicable for - Merchant operating in Food and Beverage >> Online Food Ordering
Applicable POD - Pre-Onboarding
Why is this important for agent to know - Understanding this update is crucial to:
Avoid unnecessary document requests
Ensure a smoother onboarding experience for eligible merchants
Reduce NCs due to incorrect document collection
SOP Link : NA
Start date / Live date: 19 Jun 2025
Supporting FAQ: NA
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19 June’25
Topic 1 - Auto-Application of Business Offer
What is the change :
Business offers will no longer be auto-applied on the checkout page
Manual Offer Application for Business Rewards
Business offers will require explicit customer selection/application
Non-business offers (TPAP/Banks) will continue to auto-apply as is
Enhanced UX Elements
Clear visual confirmation when a business offer is applied with explicit messaging of the benefit that will be delivered
Nudges to get the customer to apply the offer in case business offer is the hero offer and is not selected by the customer
Nudge Implementation
One time nudge if user proceeds to payment without applying an eligible business offer
No auto application when the customer manually removes the offer
How does it look like for the customer:
Who is this applicable for :
All merchant who has offers enabled on their checkout page
Applicable POD : Post Onboarding
SOP Link : Link
Start date / Live date :
Yet to go live - Will start with CRED offers
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20 Jun 2025
Topic 1 - Additional document collection for rebranding supplements and Ayurvedic products
Why is the change?
There has been a noticeable increase in back-and-forth communication with the Risk team, primarily because merchants selling rebranded supplements and Ayurvedic products were not submitting the required documentation. The Risk team has clarified that these businesses must provide an FSSAI license, as they are repackaging or rebranding products sourced from third parties.
What is the change ?
Going forward, any merchant involved in selling rebranded supplements or Ayurvedic products must submit a valid FSSAI license. Once collected, agents must park the ticket to the Risk team for further evaluation and processing.
Collect the existing set of documents as per SOP along with the FSSAI of the merchant who is rebranding the product
Who is this applicable for ?
Merchants engaged in the sale of:
Rebranded nutritional supplements
Rebranded Ayurvedic or herbal products
Applicable POD - Pre-Onboarding
Why is this important for agents to know?
Collecting the FSSAI license upfront ensures the merchant meets compliance requirements, reduces friction with the Risk team, and leads to a smoother merchant experience.
SOP Link - NA
Start date / Live date - 21st June’25
Supporting FAQ -
Q1: What qualifies as a rebranded supplement or Ayurvedic product?
A: A rebranded product is one that is manufactured by a third party but sold under the merchant's own brand name or packaging. Even if the merchant isn’t producing the item themselves, they are responsible for its labeling, marketing, and safety.
Q2: Why is an FSSAI license required in such cases?
A: The FSSAI license ensures that the merchant is compliant with food safety regulations. When selling consumable products like supplements or Ayurvedic items—especially under their own brand—the merchant must be registered with FSSAI as they are legally accountable for the product's quality and safety.
Q3: What should the agent do after collecting the FSSAI license?
A: Once the FSSAI license is obtained from the merchant, the case must be parked with the Risk team for further review and processing.
Q4: What if the merchant does not have an FSSAI license?
A: Inform the merchant that an FSSAI license is mandatory for onboarding rebranded supplements or Ayurvedic products. The request cannot be processed further without it.
Topic 2 - Sale of cigarette lighters
Why is the change?
Earlier, we did not support the sale of cigarette lighters, and merchants were being rejected if lighters were part of their product catalog.
The reason for not supporting could not be concluded, based on analysis and discussions with Risk, it appears that agents started associating lighters with cigarettes and tobacco products and flammable objects.
What is the change ?
The sale of cigarette lighters is now allowed.
Merchants selling lighters—whether as part of a broader catalog or as standalone items—can be onboarded.
Who is this applicable for ?
All merchants (including individuals) selling cigarette lighters, either exclusively or as part of a multi-category catalog.
Applicable POD - Pre-Onboarding
Why is this important for agents to know ?
To ensure merchants are not incorrectly rejected based on outdated guidelines. Agents should proceed with onboarding cigarette lighter sellers unless other risk factors are involved.
SOP Link - NA
Start date / Live date - 21st June’25
Supporting FAQ -
Q: What if the merchant is an individual seller of lighters?
A: Individual sellers are no longer to be rejected solely for selling cigarette lighters. They should be evaluated based on standard KYC and compliance checks.
Q: Is there any specific compliance document needed for selling lighters?
A: Currently, there is no additional documentation required specific to cigarette lighters. Standard KYC and business verification are sufficient.
Q: What if the bot still flags lighters as a restricted product?
A: This update is being rolled out to the bot logic. In the meantime, agents should manually override and proceed if the merchant is otherwise compliant.
Topic 3 - Handling of Branded Product Sales by Unregistered Merchants
Why is the change ? To prevent the risk of counterfeit or fake products, merchants selling branded items without proper registration were outright rejected. While this helped mitigate brand dilution and trust issues, it also led to the rejection of genuine PL/PP merchants selling authentic branded goods (e.g., electronics, toys, cosmetics, utensils). A reassessment was required to strike a balance between compliance and inclusivity.
What is the change ?
Merchants (registered or unregistered) selling genuine branded products can now be onboarded.
However, they must provide bulk purchase invoices for verification.
This applies to both PL/PP and website-based merchants, regardless of registration status.
Who is this applicable for ?
Merchants (registered or unregistered) selling genuine branded products can now be onboarded.
However, they must provide bulk purchase invoices for verification.
This applies to both PL/PP and website-based merchants, regardless of registration status.
Applicable POD - Pre-Onboarding
Why is this important for agents to know ? To avoid rejecting merchants selling authentic branded products unnecessarily.
SOP Link - NA
Start date / Live date - 21st June’25
Supporting FAQ -
Q1: Can unregistered merchants now sell branded products?
A: Yes, provided they submit bulk purchase invoices confirming the authenticity of the branded goods.
Q2: Does this apply to website merchants only?
A: No, it applies to both website-based and PL/PP merchants.
Q3: What if the merchant fails to provide the invoice?
A: In the absence of valid purchase invoices, the case should be rejected due to risk of counterfeit or brand misuse.
Q4: Are registered merchants also required to submit invoices?
A: Yes, the requirement to submit bulk purchase invoices applies to both registered and unregistered merchants to ensure authenticity.
Q5: What should be verified on the invoice?
A: The invoice should clearly mention:
The merchant's name or business name
Supplier details
Product brand names
Date and quantity of purchase
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23 Jun 2025
Topic Social Media Boosting
Why is the change?
Currently if the merchant comes up with the use case of social media boosting, we are not validating the use case in detail (irrespective of whether the merchant is providing followers or providing consultation) which is leading to blanket rejection of these merchants.
An internal audit revealed that 53% of cases under MCC 7311 (Advertising/Marketing) were being rejected due to social media boosting use cases—many of which were potentially legitimate.
This change aims at reducing unnecessary rejections, maker-checker variance.
What is the change?
The review process for merchants involved in social media boosting will follow the below detailed check:
Is the merchant selling followers/likes/subscribers for a price?
→ Yes: Reject the use case.
→ No: Proceed with the next check.Is the merchant offering consulting on increasing followers (without directly selling them)?
→ Proceed to the next check.Is the merchant offering coaching/training to improve content or social media strategies, leading to organic growth?
→ Proceed with the regular checks
→ Assign Business Category: Education
→ Assign Sub-category: Professional Courses
Who is this applicable for
All merchants operating in the Social Media Boosting domain.
Applicable POD - Pre-Onboarding & SRT
Why is this important for agents to know?
Helps avoid incorrect rejections and reduces onboarding delays.
SOP Link - NA
Start date / Live date - 24th June’25
Supporting FAQ -
Q. What is meant by “selling followers”?
A. This refers to merchants offering packages where users can buy followers, likes, or subscribers for a fixed price. This model is not allowed and should be rejected.
Q. Can a merchant provide tips or guidance to help users grow their social media organically?
A. Yes. If the merchant offers consulting or training on improving content strategy, audience engagement, or social media algorithms, they are allowed. Categorize them under Education > Professional Courses.
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24 Jun 2025
Razorpay Insights - Update
In continuation of our Change Management update shared on 29th May, the Razorpay Insights is now live for 130 merchants. We aim to roll this feature out to 1,000 more merchants by 27th June.
What is Razorpay Insights?
Razorpay Insights is a self-serve analytics platform designed to empower merchants with data-driven infographics for improved business decisions and enhanced transaction visibility.
Key highlights:
User-friendly interface with built-in natural language processing
Customizable workspaces to suit individual merchant needs
Designed for simplicity — no technical expertise required
To see the feature in action, you can refer to a sample MID link showcasing Success Rate details: [Insert Sample MID Link Here]
https://admin-dashboard.razorpay.com/admin/merchant
Magic Checkout : https://admin-dashboard.razorpay.com/admin/merchants/F1gzQllfIsbqZS
Applicable POD - Post Onboarding
SOP Link - KB Link
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25 Jun 2025
FSSAI/Invoice For Proprietors
Why is the change?
Currently, for proprietors, we accept FSSAI/Invoice only if they are in the business name. However, there are valid cases where such documents are issued in the proprietor’s personal name. Since proprietors are sole owners and there is no legal distinction between the individual and the business, we consulted with the Compliance team and agreed to make the following change.
What is the Change?
Merchants operating as proprietors can now submit additional documents in their personal name (Proprietor’s name) for verification purposes.
Who is this applicable for - Merchants with the business type marked as “Proprietorship”
Applicable POD: All PODs
Why is this important for agents to know: Agents should be aware of this update to avoid incorrect rejections or unnecessary escalations. It ensures a smoother onboarding and document review process for proprietorship merchants.
SOP Link : NA
Start date / Live date : 26 Jun 2025
Supporting FAQ: NA
FSSAI/Invoice For Other Business Types
Why is the change?
Currently, for registered businesses, we accept FSSAI licenses or invoices only if they are in the business name. However, there are valid scenarios where the billing name differs from the business name, and a clear relationship can still be established. Despite this, the current process mandates documents strictly in the business name, which can lead to unnecessary document rejections.
What is the Change?
Registered businesses can now submit FSSAI licenses or invoices in the billing name, provided a verifiable relationship exists between the billing name and the business name.
Who is this applicable for - All registered businesses (excluding proprietorships, which are already covered under a separate update).
Applicable POD : All PODs
Why is this important for agents to know: Agents should be aware of this update to avoid incorrect rejections or unnecessary escalations. It ensures a smoother onboarding and document review process for proprietorship merchants.
SOP Link : NA
Start date / Live date : 26 Jun 2025
Supporting FAQ:
Q. Can we consider that the relation is established when the Business name is present in the policy pages of the website and the policy pages are hosted by Razorpay?
A. No, the business name in the above scenario must be mentioned in other pages of the website
Board Resolution Not Required for Change In CIN - U(Unlisted) to L(Listed)
Why is the change?
Currently, a board resolution is requested from merchants for CIN changes from ‘U’ to ‘L’, since an updated CIN certificate is not issued by the Ministry of Corporate Affairs (MCA) in such cases. However, we also request the merchant to provide an MCA document confirming the change. Given that the MCA confirmation already serves as official validation, asking for a board resolution becomes redundant. After discussions with the compliance teams, we’ve decided to streamline the process.
What is the Change?
For CIN changes from ‘U’ to ‘L’, a board resolution is no longer required.
However, merchants must provide a document from the MCA confirming the CIN change.
Who is this applicable for - Registered Business other than Proprietor
Applicable POD : All PODs
Why is this important for agents to know: All registered businesses except proprietorships.
SOP Link : NA
Start date / Live date : 26 Jun 2025
Supporting FAQ: NA
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25 Jun 2025
Topic 1 - Introduction of MO Merchant Flag
Why is the change?
When we went live with Modular Onboarding (MO), there was no identifier to distinguish merchants onboarded through this new flow. Although there is no change in the UI or process for these merchants from an agent's perspective, it is important to track them internally for support and monitoring purposes
What is the Change?
Merchants onboarded via the Modular Onboarding flow will now carry a tag labeled “MO Merchant” in the Admin Dashboard.
Agents should continue to treat these MIDs as per BAU (Business As Usual).
Who is this applicable for - Merchants onboarded through the Modular Onboarding flow.
Applicable POD: All PODs
Why is this important for agents to know: In case of technical issues or escalations, the MO Merchant tag will help agents and support teams quickly identify the onboarding flow used, allowing for more accurate troubleshooting and resolution.
SOP Link : NA
Start date / Live date : 27 Jun 2025
Supporting FAQ: NA
Topic 2 - Go live of ACE Transfer on > 2 interactions
Why is the change?
Through our analysis we have identified that high merchant interactions always lead to escalation, hence to handle these interactions better we are introducing a process change that enables more focused handling of such tickets.
What is the Change?
Tickets with more than two merchant interactions (i.e., third interaction onward) will be automatically routed to the ACE team. This applies to both BSO and Ticketing queues.
Key details:
A WhatsApp notification will be triggered to the respective team leads when such routing occurs.
The single ownership framework remains unchanged.
Additional Notes:
If a ticket has already been moved to the ACE team due to other breaches (e.g., promise or TAT), it will not be moved again due to interaction count. It will continue under the existing ACE group.
When a ticket is transferred due to interaction breach:
The “Breach Category” field will show Interaction Breach.
A separate “Interaction Breach” field will also be selected.
(This is necessary since the “Breach Category” field may be overwritten by subsequent breaches.)
For tickets moved to the ACE group for promise breaches, promise breach WhatsApp alerts will continue as usual.
Who is this applicable for - NA
Applicable POD: BSO & Ticketing Queues
Why is this important for agents to know:
SOP Link : NA
Start date / Live date : 27 Jun 2025
Supporting FAQ: NA
Topic 3 - Media and Entertainment → Astrologers
Why is the change?
As per the AAB flow, merchants under Media and Entertainment → Astrologers, Fortune Tellers, or Tarot Reading are required to submit proof of profession if they are individuals or proprietors.
For other registered business types, the process instructs agents to proceed if the business proof aligns with the category or subcategory.
However, business documents (like GST, incorporation certificates, etc.) typically do not specify the exact category or subcategory the merchant operates in. This requirement has led to confusion and unnecessary NCs.
What is the Change?
For other registered businesses under the subcategory Astrologers, Fortune Tellers, or Tarot Reading, it is no longer required to verify if the business proof aligns with the subcategory.
Instead, the standard business type document will be considered sufficient.
For Other registered businesses in Media and Entertainment >> Astrologers, Fortune Tellers, or Tarot reading, we need not check if the business proof is aligning with the sub category, we can check if the just the business type doc would suffice.
Who is this applicable for - Other Registered Merchants in Media and Entertainment → Astrologers, Fortune Tellers, or Tarot Reading
Applicable POD : All Pre-onboarding
Why is this important for agents to know: To ensure clarity in documentation requirements and avoid unnecessary NCs or escalations during onboarding.
SOP Link : NA
Start date / Live date : 27 Jun 2025
Supporting FAQ: NA
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27 Jun 2025
Topic 1 - Addition Of New Business Types
Why is the change?
Until now, Makers/Checkers were unable to onboard merchants under specific business types such as Government, Juridical Person, Local Authority, and Section 8 Companies, as these categories were not available in the onboarding flow. As a result, such cases had to be parked to the Compliance team, leading to delays and friction in the onboarding process.
What is the Change?
We are introducing four new business types in the onboarding flow to enable seamless handling of such merchants. The updated classifications are as follows:
Who is this applicable for - Merchants with business types: Government, Judicial, Local Authority, and Section 8 Companies
Applicable POD - All PODs
Why is this important for agents to know: Agents should be aware of these new business types to ensure smoother onboarding, avoid unnecessary escalations to compliance, and reduce turnaround times.
SOP Link - New Business Type SOP
Start date / Live date - 1 Jul 2025 - T3 Training will be conducted today and the agent training should be completed by Monday EOD
Supporting FAQ -
1. What is a Government Entity?
A Government Entity refers to a department, ministry, or agency that operates under the Central or State Government. These entities are publicly funded and work for administrative, regulatory, developmental, or welfare purposes.
Examples: Ministry of Finance, Indian Railways, Department of Telecommunications
2. What is a Local Authority?
A Local Authority is a self-governing body at the local level that is established under a statute to provide civic amenities and administration within a specific geographical area.
Examples:, Municipal Corporations (e.g., BBMP - Bruhat Bengaluru Mahanagara Palike), Gram Panchayats
Functions include: Water supply, sanitation, public health, local roads, etc.
3. What are Section 8 Companies?
Section 8 Companies are non-profit organizations registered under Section 8 of the Companies Act, 2013. These companies operate for charitable, educational, religious, or social welfare purposes, and cannot distribute profits to members.
Examples: Akshaya Patra Foundation, Teach for India
4. What is an Artificial Juridical Person?
An Artificial Juridical Person is a non-human legal entity that is recognized by law as having rights and obligations, similar to a natural person. These entities can own property, enter into contracts, sue or be sued, and pay taxes, even though they are not living individuals.
They are created by legal statutes or formal registration and exist only in the eyes of the law.
Examples: Sri Jagannath Temple, Puri, Baldwin’s Methodist Society
Topic 2 - Removal Of Add To Cart Check and Operational Address Check From Website Review
Why is the change?
Our analysis revealed that NCs were being raised due to the "Add to Cart" option not functioning on merchant websites and the Operational Address not being present in the Contact US section of the website. However, this check is not enforced during auto-activation flows. After reviewing the process with the Risk team, it was confirmed that these checks do not pose any significant risk and are therefore unnecessary.
What is the Change?
Agents are no longer required to check the following during website reviews:
Functionality of the "Add to Cart" button
Presence of an operational address in the Contact Us section
Who is this applicable for - All merchants undergoing website review as part of the onboarding process, adding website post onboarding or updating website post onboarding
Applicable POD - All PODs
Why is this important for agents to know: To avoid unnecessary NCs and streamline the review process, agents should skip these checks and focus on other checks.
SOP Link - NA
Start date / Live date - 28 Jun 2025
Supporting FAQ -NA
Quick Updates
FTUX - Ramped to 30%
MO - Ramped to 3%
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30 Jun 2025
Topic 1: Website Verification Workflow: Major Upgrades Now Live!
What is the Change?
We’ve rolled out a set of high-impact enhancements to the website verification process aimed at improving accuracy, visibility, and efficiency across the board. These upgrades reduce manual effort, streamline automation, and elevate the overall merchant and agent experience. Here's what’s new and why it matters
Smarter MCC Validation with Clustering Logic
We’ve transitioned from rigid, direct MCC checks to an intelligent clustering approach that leverages data from similar business categories and subcategories.
Impact:
Higher MCC pass rates.
Fewer false negatives and unnecessary workflow creation
Reduced manual reviews, driving better automation at scale
Negative Keyword Checks Now Driven by BVS
OCR is out. We now rely on Business Verification Service (BVS) as the single source of truth for negative keyword detection in website verification.
Impact:
Consolidated logic into one service BVS
Simplified debugging and maintenance
Fewer integration points = faster and more reliable checks
Credentials Now Auto-Included in Workflow Comments
When a merchant publishes their website via Razorpay, the username and password (if provided) are now automatically passed to the workflow comments.
Impact:
Agents can instantly access gated sites for verification
No delays or ticket loops to fetch credentials
Faster resolutions and a smoother merchant-agent flow
Enhanced Visibility of Negative Keywords
When a negative keyword check fails, we now surface:
Unique negative keywords on the Frontend (FE) – enabling merchants to quickly identify and remove problematic content from their website
Unique negative keywords in the Workflow Comments – providing agents with complete visibility to take the right action during verification
Impact:
Clear, actionable insights for both merchants and agents
Merchants can self-correct without waiting for manual intervention
Agents have full context, eliminating unnecessary back-and-forth
Faster resolutions, smoother collaboration, and better merchant experience
In Summary:
These improvements are a step forward in building a more automated, transparent, and collaborative verification process. By reducing dependencies, surfacing better data, and minimizing friction, we’re enabling faster go-lives and better outcomes for both internal teams and our merchants.
Who is this applicable for - Merchants with website
Applicable POD - All PODs
SOP Link - NA
Start date / Live date - 1 Jul 2025
Supporting FAQ
Q. What is MCC Clustering?
A. MCC Clustering involves grouping sub-categories based on similarities in their use cases
Topic 2: Elimination of the keyword “terminated” from canned responses
Why is the Change?
An escalation was raised where a merchant misinterpreted the use of the word “terminated” in a canned response, assuming that their account had been permanently closed. To avoid confusion and ensure clearer communication, we are removing this terminology.
What is the Change?
The keyword “terminated” has been removed from all rejection templates and canned responses. It has been replaced with the phrase “closure of the request” to convey the intended message more clearly and professionally.
Agents are advised to:
Refrain from using the word “terminated” in any manual communication.
Proactively report if any existing templates or responses still contain the keyword.
Applicable POD - All PODs
SOP Link - Link
Start date / Live date - 1 Jul 2025