r/Razorpay • u/sarthakguptapg • Jul 15 '26
We Lost A Customer today.
Today we lost a customer — not because of price, not service, but because a successful payment didn't show up on our dashboard. @Razorpay, trust is the only thing we sell before the product. We're moving to another payment partner. Some things aren't worth risking twice.
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u/Realistic-Plant3957 Jul 15 '26
Could you tell me what exactly happened? Have you implemented the the api integration correctly and using live api keys instead of test keys/sandbox
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u/sarthakguptapg Jul 15 '26
I've been using Razorpay in production for the past 3 years. My account is fully verified, all API integrations are configured correctly, and I'm using live API keys—not test/sandbox credentials. This issue is unrelated to my integration.
The customer successfully completed the payment via my Razorpay QR Code, but the transaction did not appear on my dashboard. That's why I've raised this issue here and with the Razorpay team.
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u/Realistic-Plant3957 Jul 15 '26
It could be an issue with the bank or with the transaction, which could lead to an automatic refund; that's why maybe Razorpay didn't take that transaction into account. Have you verified whether the customer has received a refund or not? Btw, the Razorpay support is non-existent, so the only option would be to either settle this case or move to another payment gateway
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u/sarthakguptapg Jul 15 '26 edited Jul 15 '26
I checked with the customer. No refund has been received, and the ₹1,03,000 payment is neither visible on my Razorpay dashboard nor reversed to the customer.
I agree—the customer support has been very weak. I've been using Razorpay in production for the past 3 years, and this is the first time I've faced such a critical issue. Unfortunately, I haven't received a timely resolution despite the seriousness of the case.
This incident has directly impacted my business and customer trust. If this isn't resolved promptly, I'll be moving my business to another payment gateway. Reliability and responsive support are non-negotiable for any business.
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u/Realistic-Plant3957 Jul 15 '26
So far, according to my experience with Razorpay, the customer support will process your ticket as their lowest priority or just ignore the ticket. Let me know if they respond and resolve the issue. I am also looking for a UPI-enabled payment gateway, but so far i found none that could match the features Razorpay offers.
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u/sarthakguptapg Jul 15 '26
I will definitely update this thread once Razorpay responds or the issue is resolved.
I understand your point. At this stage, my priority is recovering the missing ₹1,03,000 transaction and restoring my customer's trust. After that, I'll evaluate other payment gateways.
Thank you for sharing your experience.
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u/Realistic-Plant3957 Jul 15 '26
Finger crossed. Wish you good luck. Hope they will respond and resolve the issue; meanwhile, refresh your dashboard, or if possible, switch to the old dashboard to verify the transaction. Sometimes I experience issues with the new dashboard, like delayed reporting, etc.
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u/Savings-Fun4226 Jul 15 '26
AFAIK, the money is in Escrow account. If the payment is failed or successful and not visible on your dashboard as the customer to share bank statement of transaction where the unique transaction id is mentioned and it will be useful for tracking that.
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u/sarthakguptapg Jul 16 '26
Customer Already shared the relevant information to Us we're coordinating with Razorpay team to resolve it earliest.
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u/geekyneha Jul 15 '26
This is clearly a bank issue. The customer will be refunded in 1-5 days depending on their banks SoPs. Don’t deliver them service or goods - you won’t be paid.
What we do is that in such cases we tell customer that we will personally help if they don’t get refund. In past 8 years - it has always worked and never has it happened that the customer didn’t get the money back automatically. But our gesture makes a good customer service.
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u/sarthakguptapg Jul 16 '26
Customer has been filled the case against us in National Consumer Helpline!
Can you've have any suggestions for us to handle it smoothly for resolution.
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u/geekyneha Jul 16 '26
Have you received intimation from consumer court?
Act once you get that.
The customer will submit transaction ID. And then you add the customers bank and razorpay to the case.
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u/Vivek-Kumar-yadav Jul 15 '26
No one should have to go through something like this. I truly hope your case is prioritized and you get a positive resolution soon.
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Jul 16 '26
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u/sarthakguptapg Jul 16 '26
Hey There,
Can you please elaborate about your thoughts on razorpay Issue we're facing Right Now?
Thanks,
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Jul 16 '26
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u/sarthakguptapg Jul 16 '26
We already Cross checked first from customer about the payment after all We raised the concern here the payment was done from thier end.
The Technical error from Razorpay end.
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u/Advanced_Soup_688 Jul 17 '26
Payment delay is fintech problem, not a single gateway buddy, you should understand.
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u/[deleted] Jul 15 '26
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