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Orders and money Refunds

Refunds

Send money back to a customer from the order page, in full or in part.

On this page
What it doesWhere to find itHow to use itExample for a businessGood to know

What it does

A refund sends the money back through your own Razorpay account. The order shows Refund in progress until Razorpay confirms it, and then Refunded.

You can refund the whole payment or only part of it, and more than once, up to the amount paid.

Where to find it

OrdersOpen a paid orderRefund

How to use it

  1. Open Orders and click the paid order.
  2. Press Refund.
  3. Choose Full refund or Part refund. For a part refund, type the amount.
  4. Add a reason if you like. Only your team sees it.
  5. Tick Tell the customer on WhatsApp when Razorpay confirms the refund, if you want that.
  6. Read the warning, tick I understand, and press Refund.
  7. Watch the order. The timeline shows when the refund started and when it was confirmed.
  8. For an order paid in cash the same Refund button records the cash you gave back. Choose Full refund or Part refund, tick I understand, and press Record cash refund. No money moves in any bank. WAGenie only records it.

Example for a business

A pottery shop

A customer received a mug with a chip in it. The shop owner opens the order, chooses Part refund and types the price of the mug. The customer gets a WhatsApp message that the refund is on the way and sees the money in about a week.

Good to know

  • Only an Owner or an Admin can refund.
  • Real money goes back to the customer. A refund cannot be undone.
  • A normal refund takes 5 to 7 working days to reach the customer. The money comes out of your Razorpay balance.
  • If your Razorpay balance is too low, Razorpay refuses. Add funds in your Razorpay dashboard and try again.
  • Razorpay cannot refund a payment older than 6 months in the normal way, and blocks a refund while a dispute is open on the payment.
  • If the 24 hour chat window is closed, the customer message is not sent, and the order timeline says so.
  • A refund is recorded in the change log. People tagged Refunded are skipped by the Review request.
  • A cash refund turns the order to Refunded only when the whole total is back. A part refund keeps it Paid and shows the cash refunded and what is left.
  • A refund of an order that has an invoice makes a credit note, and the credit note is sent by itself when the customer 24 hour chat window is open.