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To refund a customer’s online store payment, issue the refund from the Razorpay merchant account connected to the store. In Razorpay Dashboard, open Transactions → Payments, select the captured payment, choose a full or partial amount, and submit the refund. The store’s order status may take a few minutes to update; that update does not mean the customer’s bank has completed the credit.
Before you start: confirm the payment is refundable
Find the customer’s transaction in the Razorpay merchant account connected to your store. Razorpay’s documented dashboard refund flow applies to captured payments; an uncaptured payment is not eligible through that flow. The transaction must be refunded in Razorpay, rather than by treating the store order screen as the payment processor. See Razorpay’s refund instructions.
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Decide whether to return the whole captured amount or only part of it. Razorpay allows multiple partial refunds, provided their combined total does not exceed the captured amount. A payment remains captured while only part has been refunded; it becomes refunded after the full captured amount is returned.
Issue the refund in Razorpay Dashboard
- Sign in to the Razorpay account used to receive the store payment.
- Open Transactions → Payments and select the customer’s captured payment. Verify the transaction before proceeding.
- Review the amount. The default is a full refund; enter a lower amount if you intend to issue a partial refund.
- Choose normal or instant processing. For a normal refund, leave Refund Instantly unchecked. To request instant processing, check it and review the fee displayed in the dashboard.
- Review the payment, refund amount, and processing choice, then select the applicable full- or partial-refund action to submit.
Razorpay says an issued refund cannot be cancelled or reversed, so check the payment and amount carefully before submitting. Its dashboard instructions describe the general workflow.
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Normal or instant refund: what changes?
| Choice | What to expect |
|---|---|
| Normal | Leave Refund Instantly unchecked. Razorpay says normal refunds do not incur a refund fee, but fees and taxes charged for the original captured payment are not reversed. |
| Instant | Check Refund Instantly and review the fee shown before submitting. Instant processing is a request for faster handling; it does not justify promising when the customer’s bank will credit the funds. |
These fee and processing details are described in Razorpay’s refund documentation and refund FAQ. The choice between full and partial refunds is separate: it determines how much you return, not whether you choose normal or instant processing.
Check the status and communicate with the customer
After submitting, check the refund status in Razorpay. A refund can remain pending while a bank or payment network processes it, so a submitted refund is not proof that the funds have reached the customer. The store order status may take up to a few minutes to reflect the Razorpay-side action; this synchronization time is distinct from the customer’s bank processing time.
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If the refund has been processed but the customer cannot locate the credit, share its bank reference when available: the RRN, ARN, or UTR. The customer can ask their bank to trace the refund using that reference. See Razorpay’s refund communication guidance.
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If the refund option is unavailable
- The payment is not captured: Razorpay’s documented refund flow is for captured payments. Check the transaction status rather than trying to refund it as though it were captured.
- The payment is more than six months old: Some banks do not support refunds for older payments. If the dashboard reports this issue, check Razorpay’s current options and support guidance; do not assume the standard flow will work. See Razorpay’s refund error guidance.
- Razorpay is missing from payment setup: Check whether the store location is set to India, as gateway availability may depend on location. This concerns gateway availability during setup, not whether a particular captured payment is refundable.
- The customer paid offline or manually: Agree on a refund method with the customer instead of using the Razorpay online-payment flow. Use the customer’s contact details in the order summary; after initiating the refund, you can cancel fulfillment and add a private merchant note to record the reason.
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