Help Center
Onboarding
Payment Gateway
Transactions
You can initiate refunds through our APIs or directly from the Merchant Dashboard.
To initiate a refund from the dashboard:
Navigate to Payment Gateway Dashboard → Transactions → Payments. Select the specific transaction you want to refund. If you have the Transaction ID or Order ID, you can search and initiate the refund directly from the dashboard. Note: Refunds can only be processed for successful transactions.
As soon as you log in to your Cashfree account, the Summary section in the payment gateway dashboard will give you instant context as to what is the amount of transaction that has happened on that particular day, and the settlement amount that you’re yet to receive. Besides this, Cashfree also provides a wide range of reports to analyze your business finances. The different reports that Cashfree provides you are,
- Transactions Report
- Settlement Reconciliation Report
- Settlement Summary
- Refunds Report
- Ledger Report
- Monthly Invoices
The Cashfree Payments Dashboard provides a real-time overview of your daily transactions and finances. You can instantly track the total transactions for the day and the unsettled amount pending from Cashfree.
Yes. With Cashfree Payments, you can receive specific reports such as Transaction reports, Settlements and Adjustment reports, directly into your own SFTP servers or Cashfree Payments’ SFTP servers at a set frequency everyday.
If you’d like Cashfree Payments to push out the reports to your own SFTP servers, please fill out this Support Form with your requirements.
A dispute arises when there is a disagreement over a transaction, initiated by your customer with their issuing bank or directly with Cashfree Payments. Customers may also report fraudulent transactions to cyber cells, while suspicious transaction disputes are often raised directly by banks.
As a merchant, you have the option to either defend the dispute by providing sufficient evidence or accept the dispute if you agree with the claim. If you accept the dispute, the amount will be refunded to the customer.
- Product Quality Issues – The delivered product is defective, damaged, or does not match the description.
- Incorrect Product – The customer received a different item than what was ordered.
- Unauthorized Charges – Additional fees were applied without the customer’s consent.
- Non-Delivery – The product or service was not delivered as promised.
- Billing Errors – Mistakes in the amount charged, duplicate transactions, or incorrect billing details.
- Fraudulent Transactions – The customer did not authorize the transaction (potential fraud or misuse).
When a dispute is raised, the disputed amount is debited from the merchant’s account, as banks debit Cashfree Payments to provide provisional credit to the customer.
The final refund depends on the dispute outcome: If the dispute is resolved in your favor, the amount will be credited back to your account. If the dispute is ruled in the customer’s favor, the amount will remain with the customer.
Email notifications can be configured from the Merchant Dashboard. Emails on which the merchant wants to receive these notifications can be configured from the Merchant Dashboard by following the below steps:
Go to Payment Gateway Dashboard > Settings > Email Notifications > Dispute Emails.
Emails are triggered on following events: New Dispute Created – Get notified when a customer raises a dispute.
- Dispute Phase/Type Change – Receive updates when the dispute moves between phases like Pre-arbitration or Arbitration.
- State Change – Stay informed when the dispute transitions between states, e.g., Action Required → Under Review.
- Comment Updated – Get alerts when a new comment is added to the dispute.
- Reminder Email – Receive a notification when the dispute deadline approaches.
In Cashfree Payments, Disputes can be of the following types:
Dispute Raised for end-customer complaints, fraudulent, or suspicious transactions reported by law enforcement or banks.
Retrieval Soft chargebacks initiated when the customer queries a transaction with their issuing bank before an actual chargeback occurs.
Chargeback Raised when a customer disputes a transaction due to non-delivery of services or transaction issues, following a retrieval request.
Pre-Arbitration The second level of chargeback, where the customer decides whether to pursue further dispute based on the evidence provided.
Arbitration The final stage of the chargeback, where both parties submit evidence, and the card network or NPCI makes the final decision.
Following are the representation deadlines given to merchants depending on the type of dispute:
- Disputes: 3 calendar days. In certain cases, such as real-time fraudulent transactions, a 1-day deadline may apply.
- Retrieval: 3 calendar days.
- Chargeback: 3 calendar days.
- Pre-arbitration: 2 calendar days.
- Arbitration: 1 calendar day.
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