> ## Documentation Index
> Fetch the complete documentation index at: https://razorpay-60c89f9a-mintlify-audit-missing-sections-1778528421.mintlify.site/llms.txt
> Use this file to discover all available pages before exploring further.

# Money Back Promise Program

> Money Back Promise Program is designed to enhance your shopping experience. We provide buyers with added assurance and protection when making purchases through our platform, as outlined in our terms and conditions, which are part of the user agreement. As a buyer, you can initiate a claim for **free**.

If eligible, Razorpay's Buyer Protection Program entitles you to a reimbursement of the full transaction value. Razorpay will determine, at its sole discretion, whether your claim amount and validity is eligible based on the program’s eligibility requirements and any relevant information provided during the resolution process.

<Info>
  **Terms and Conditions**

  Razorpay considers several factors to determine whether your claim is eligible. Before you begin, refer to the [terms and conditions](https://razorpay.com/terms/money-back-promise/).
</Info>

## How It Works

The following diagram displays the buyer journey and the respective timelines:

## Initiate a Claim

Follow the steps given below to initiate a claim:

<Steps>
  <Step title="Step 1">
    Visit [Razorpay Support](https://razorpay.com/support/).
  </Step>

  <Step title="Step 2">
    Click **Customer**.
  </Step>

  <Step title="Step 3">
    In the **Track Payments** section, you can track with **phone number**.
  </Step>

  <Step title="Step 4">
    Enter your phone number. Enter the OTP, select the **I'm not a robot** check box and click **Check Status**.
  </Step>
</Steps>

<Warning>
  **Watch Out!**

  If you are unable to check the status, your mobile number might be incorrect or not verified with us. Ensure your mobile number is correct. To verify your number, contact our [support team](https://razorpay.com/support/).

  5. A list of transactions backed by Razorpay Money Back Promise is displayed. Select the order you want to initiate a claim.

  6. Scroll down to the **Covered by Razorpay Money Back Promise** section and click **Initiate Claim**.

  7. Upload the following documents:
     * **Proof of purchase**
     * **Bank debit slip indicative of purchase of item**
     * **Confirmation from Razorpay about transaction and the amount**
     * **Proof of communication with seller on the dispute**

  8. Click **Submit**.
</Warning>

<Info>
  **Handy Tips**

  Once your claim is approved, Razorpay will send you a payout link. Enter the bank account details where you want to receive the refund.
</Info>

## Claim Statuses

The following table lists the various states of a claim:

### Statuses and Descriptions

## Status | Description

## Claim Initiated | The initial state of a claim, indicating that the buyer has uploaded the required documents and submitted the claim.

## Claim In-progress | The claim is currently under inspection and review.

## Claim Approved | The claim has been approved. Once approved, the reimbursement amount is credited to the buyer's account.

## Claim Cancelled | The claim has been cancelled by either the buyer or Razorpay and the reason for cancellation is specified.

Claim Rejected | The claim has been rejected and the reason for rejection is specified.

<Warning>
  **Watch Out!**

  If a claim is rejected, the buyer cannot initiate the claim again.
</Warning>

### Related Information

[FAQs](/payments/widgets/buyer-protection/faqs)