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 Note: In case of any disputes between the customer and the merchant, customers are recommended to contact the merchant on the support phone number or support email ID provided on the merchant's website or app. In case the issue remains unresolved, Cashfree shall step in to mediate and help solve the issue faster.
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 the details of the successful payment, including:
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 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. As a process, 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 in 3-5 business days.
Cashfree as a payment gateway helps merchants in accepting payments. The orders are processed at the merchant's end.
For order-related issues such as:
Customers are urged to connect with the merchant for faster resolution.
Escalation Process: If the issue is unresolved for more than 10 business days, you can report the issue to Cashfree by filling the report issue form. Once the issue has been reported, you will receive an update from Cashfree in 4-5 business days.
As a customer, you can raise a cancellation or a refund request to the merchant. The merchant then initiates a refund in Cashfree for the appropriate transaction.
Refund Process:
Important: Any issues regarding cancellation, refund, or return of orders should be directed to the merchant.
Escalation: If the merchant is unresponsive, you can report the issue 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:
Required Information:
Cashfree will look into this issue with priority and resolve at the earliest.
Awaiting your payment/refund confirmation? Check the transaction status instantly using:
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For order status inquiries, customers should contact the merchant directly as Cashfree Payments acts as a payment gateway and orders are processed at the merchant's end.
For delivery issues, customers should connect with the merchant for faster resolution as Cashfree handles payment processing while merchants handle order fulfillment.
Customers should contact the merchant directly regarding order confirmation emails as these are sent by the merchant, not Cashfree Payments.
Refunds once initiated may take 5-7 business days to be credited to your account. If the merchant is unresponsive, you can 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.
Customers can check refund status through Cashfree's transaction tracking tool or contact the merchant for refund status updates.
UTR (Unique Transaction Reference) is a reference number for transactions. Customers can find this information in their transaction records when reporting issues.
| 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 (escalation eligibility) | After 10 business days |
| Cashfree response after issue reported | 4-5 business days |
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