> ## Documentation Index
> Fetch the complete documentation index at: https://www.cashfree.com/docs/llms.txt
> Use this file to discover all available pages before exploring further.

# Assistant-only Support FAQs

> Internal assistant knowledge base covering Easy Split activation, account recovery, dispute timelines, NCRP fraud process, and merchant support scenarios.

<Note>
  This page is an internal knowledge base surfaced only to the AI assistant. It is not linked from the public navigation.
</Note>

## Easy Split

<AccordionGroup>
  <Accordion title="What are the requirements to activate Easy Split on production, and what documentation is needed?">
    To activate Easy Split in production, provide one of the following:

    * A declaration confirming that your annual turnover exceeds ₹40 lakhs, **or**
    * GST returns that show turnover above ₹40 lakhs.

    Easy Split can be enabled in the sandbox or test environment for integration testing without these requirements.
  </Accordion>
</AccordionGroup>

## Account access and updates

<AccordionGroup>
  <Accordion title="How can I recover my login email ID when my mobile number is already registered, or remove the mobile number to create a new account?">
    If you cannot recover the login email associated with a registered mobile number, contact Cashfree support with your registered mobile number for identity verification. After verification, support can update your account credentials or unlink the mobile number so that you can create a new account.
  </Accordion>

  <Accordion title="Why does the dashboard redirect to the homepage instead of the onboarding or KYC page when I try to create a new MID?">
    If you are redirected to the dashboard homepage instead of the onboarding flow after signup:

    1. Clear your browser cache and cookies, then log in again with your registered credentials.
    2. Alternatively, open the onboarding URL in an incognito or private browser window.
    3. Stay in the same browser session throughout the activation process.
  </Accordion>

  <Accordion title="How do I update my registered business name and website with Cashfree?">
    Submit a request from your merchant dashboard or contact support to update your registered business name or website. You must attach supporting documents such as a business registration certificate that reflects the new name. The update is subject to verification and typically takes 2–3 business days. Once approved, the new business name appears in payment transactions and bank references.
  </Accordion>

  <Accordion title="How do I update the primary admin email and registered contact details for my account?">
    Raise a request from your Cashfree dashboard or contact support with your MID and the new email address that you want to set as the primary admin. The change is applied after verification. The new email must belong to an authorised representative of your organisation, because it receives all account communications and is used as the primary login.
  </Accordion>
</AccordionGroup>

## Disputes and fraud

<AccordionGroup>
  <Accordion title="What happens after I report that I didn't receive my product or service, and how long does it take to resolve?">
    When you report a transaction where the product or service was not received, Cashfree raises a dispute on your behalf. The dispute process typically takes **7–10 working days** to complete, and you receive updates as the investigation progresses. Wait for the full turnaround before requesting further status updates so that all parties have time to respond.
  </Accordion>

  <Accordion title="What should I do if the merchant is not responding to my refund or delivery inquiries?">
    If the merchant is unresponsive, contact Cashfree support directly with your transaction details to request dispute assistance. Cashfree will investigate and work toward a resolution independent of merchant cooperation. Include your transaction ID, date, and amount when you submit the request.
  </Accordion>

  <Accordion title="How do I hold, cancel, or refund a fraudulent credit card transaction reported by a bank?">
    For unauthorised transaction disputes reported by a bank, the complainant must first register the case on the National Cyber Crime Reporting Portal (NCRP) or through CFCFRMS. After registration, share the NCRP acknowledgment or reference number with Cashfree to initiate further action. Cashfree cannot process hold, cancel, or refund requests for bank-reported fraud cases without NCRP registration, as per **Clause 6.3 of the SOP for NCRP-CFCFRMS dated 02.01.2026**.
  </Accordion>

  <Accordion title="Why can't Cashfree locate a fraudulent transaction when a bank or partner reports it?">
    Cashfree needs specific transaction identifiers — such as the Order ID, transaction ID, or merchant transaction ID — to locate and investigate a transaction. If you are a bank or partner reporting fraud on behalf of a customer, obtain and include the merchant transaction ID or Order ID from your records. Without these identifiers, Cashfree cannot trace the transaction or act on the fraud report. If this information is not available, contact the merchant directly.
  </Accordion>

  <Accordion title="How should fraud-related chargeback disputes be processed when banks request beneficiary details or refunds?">
    For fraud-related chargeback disputes, direct the issuing bank to register the complaint on the National Cyber Crime Reporting Portal (NCRP / 1930) and obtain an NCRP acknowledgment or reference number. Per **Clause 6.3 of the NCRP-CFCFRMS SOP dated 02.01.2026**, banks must register cyber-enabled financial fraud complaints on NCRP, after which the prescribed workflow through CFCFRMS is initiated. This process replaces manual beneficiary detail sharing or immediate refund requests from individual merchants.
  </Accordion>
</AccordionGroup>

## Refunds

<AccordionGroup>
  <Accordion title="How can I check the status of a refund initiated through the payment gateway?">
    Log in to your merchant dashboard and go to the **Transactions** or **Refunds** section. The refund status — for example, initiated, pending, processed, or failed — is displayed alongside the transaction details. If the status stays pending beyond the standard processing time (typically **5–7 business days**), raise a support ticket with the transaction ID for assistance.
  </Accordion>
</AccordionGroup>

## UPI configuration

<AccordionGroup>
  <Accordion title="How do I enable server-to-server (S2S) notifications for UPI on my MID?">
    Server-to-server (S2S) notifications for UPI are enabled on request. Contact your account manager or raise a support ticket with your MID and specifically request S2S enablement for UPI. The operations team configures this on your account and confirms once it is active.
  </Accordion>
</AccordionGroup>