Cashfree Payments strives toward facilitating a seamless payment experience for customers. It provides a secure environment for customers to choose from a range of payment options and make payments on the merchant (seller) site or mobile app.
Important: In case of any disputes between the customer and the merchant, customers should first contact the merchant on the support phone number or support email ID provided on the merchant's website or app. If the issue remains unresolved, Cashfree will step in to mediate and help solve the issue faster.
This guide covers the resolution process for common customer issues when making payments through Cashfree Payments.
When you make a payment through Cashfree, a payment confirmation email is sent to your registered email ID if the payment is successful. This email captures:
If you made a payment but did not receive the payment confirmation email from Cashfree, your transaction may be in a pending state or would have failed.
This issue may occur due to the following reasons:
Once the amount is debited from your account, these transactions might take some time to be recognized by the merchant's bank. Cashfree reconciles transactions with banks on a daily basis and informs merchants about transactions which were not captured earlier.
Resolution Timeline:
For failed transactions, the amount if deducted will be auto-credited to your original payment source.
Resolution Timeline:
Cashfree as a payment gateway helps merchants in accepting payments. The orders are processed at the merchant's end.
Important: For any order-related issues such as delivery, delay, quality, or return, customers should connect with the merchant for faster resolution.
If the issue is unresolved for more than 10 business days, you can report the issue to Cashfree by filling the report issue form.
Resolution Timeline:
As a customer, you can raise a cancellation or refund request to the merchant. The process works as follows:
Resolution Timeline:
Any issues regarding cancellation, refund, or return of orders should be directed to the merchant first. If the merchant is unresponsive, you can report the issue to Cashfree with all transaction details, and Cashfree will step in to mediate and help solve the issue faster.
If you wish to report any unauthorized purchases from your account or make a complaint on a fraudulent merchant, raise an issue with the following information:
Resolution: Cashfree will look into this issue with priority and resolve at the earliest.
Customers can check transaction status instantly using:
The status checker is available on the customer query resolution page and is protected by reCAPTCHA (Google Privacy Policy & Terms of Service apply).
| Issue Type | Resolution Timeline |
|---|---|
| Failed transactions (auto-refund) | 3-5 business days |
| Pending transactions (refund) | 5-7 business days |
| Merchant-initiated refunds | 5-7 business days |
| Unresolved order issues (Cashfree escalation) | Update in 4-5 business days after reporting |
| Fraudulent transactions | Priority resolution (timeline varies) |
Cashfree is a payment gateway that helps merchants accept payments. Orders are processed at the merchant's end. For order status inquiries, contact the merchant directly using the support contact information provided on their website or app.
Delivery and order fulfillment are handled by the merchant. Contact the merchant directly for delivery-related issues. If the issue remains unresolved for more than 10 business days, you can report it to Cashfree for mediation.
Order confirmation emails are sent by the merchant, not Cashfree. Contact the merchant directly for order confirmation. If the issue persists for more than 10 business days, report it to Cashfree.
Refunds are initiated by merchants and take 5-7 business days to be credited after initiation. First, contact the merchant to confirm the refund has been initiated. If the merchant is unresponsive, report the issue to Cashfree with all transaction details.
For failed transactions, the amount if deducted will be auto-credited to your original payment source in 3-5 business days. If you haven't received it after this period, contact Cashfree support.
You can track your refund status using the transaction status checker on the customer query resolution page. You will need your Transaction Reference ID and transaction amount. Refunds typically take 5-7 business days after the merchant initiates them.
UTR (Unique Transaction Reference number) is required when reporting fraudulent transactions or unauthorized purchases. Refer to Cashfree's knowledge base for information on locating your UTR.
Customers can report issues to Cashfree when:
Use the report issue form available on the Cashfree website to submit your complaint with all relevant transaction details.
Cashfree Payments enables 1 Million+ growing businesses in India and across the globe to collect payments, make payouts, manage international payments, and more. Cashfree Payments is backed by SBI, Y Combinator, Krafton, and Apis partners and was incubated by PayPal.
RBI Authorised Payment Aggregator License
RBI Authorised Prepaid Payment Instrument (PPI) Provider