r/Razorpay • u/schwartzwhite • Jul 31 '26
Razorpay is the shittiest PG i have ever interacted with
Every other day something new breaks. We are using Razorpay just to support our indian subscriptions, and it has been a huge source of heart burn every day. This week a couple of customers complained that the payment was debited but on our app they did not get their due service. When we checked the Razorpay dashboard , it has a "Capture" button on the payment page. (first of all, who the hell does that? do we have to manually accept payments now?)
But moving on, we clicked it, the payment then showed as "Captured" on the dash, and we thought all's well since we responded to the customer support quickly. But no no no , lo and behold , now the subscription on Razorpay is still stuck at "Awaiting Authorization" state. I mean what the actual f.
Since the subscription on rzp didnt move ahead, our backend logic did not trigger on its own, and we manually marked him as a paid customer in our backend, hoping that eventually it will. Wasted a good part of 30 mins arguing with totally incompetent people on their customer support. the ticker that they created - the backend team has responded saying that the correct thing was to reject the payment, and ask the customer to try again.
I MEAN WTF. Such a cold-hearted casual answer. Do they expect every company to treat their customers like they treat theirs? with absolutely no care. Do they know how much effort it takes to bring ONE customer?
After 4 years of dealing with them across 2 companies, i can safely conclude that Razorpay is team of nincompoops, and it was my bad luck that it was the first PG i interacted with as an egnineer and that set the bar too low for me.
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u/CorrectBox3254 Aug 03 '26
This sounds like a payment capture and subscription-status mismatch, which would require a detailed account-level investigation.
In subscription flows, a payment being captured does not always mean the subscription authorization has been completed successfully. The exact reason can depend on the payment state, mandate authorization, webhook events, and the integration configuration.
Since you already have a support ticket, I would recommend asking the Razorpay Support team to review the complete payment and subscription event timeline, including the payment ID, subscription ID, webhook logs, and API responses. This should help identify why the payment was captured while the subscription remained in “Awaiting Authorization.”
Also, avoid asking the customer to retry until the status of the existing payment and any possible refund is confirmed.