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Customer Looking for Refund
If you are a customer looking for a refund, know about customer refunds.

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Refund Types

You can use Normal Refunds to refund payments to your customers. The amount is refunded within 5-7 working days.

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Dashboard Actions

You can perform the following actions on refunds from the Dashboard:

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Refund States

Following are the various states of a refund:

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States | Description

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created | This state indicates that the refund is initiated from Razorpay. This state will be displayed only on the Refunds API.

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processed | This is the final state of the refund.

failed | A refund can attain the failed state in the following scenarios:- Normal refunds are not possible for a payment that is more than 6 months old.
  • Instant refunds can sometimes fail because of the customer’s account or bank-related issues.
Watch Out!Usually, Razorpay moves a refund to the processed state before receiving the ARN/RRN number from the Gateway. You can ensure that a refund moves to the processed state only after receiving confirmation from the Gateway by activating this feature on your account by raising a support request.

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Handle Refund Chargeback

For the prevention of chargebacks, Razorpay only does source refunds. It means that money is refunded to the payment method that the customer used to make the payment. For example, if a credit card was used to make the payment, the refund is pushed to the same credit card. Similarly, in the case of UPI payments, the refund is pushed to the VPA used while making the payment. If a chargeback is received for an instantly refunded payment, the processed refund will have a UTR (Unique Transfer Reference) in the callback. This UTR appears against the ARN (Application Reference Number) parameter in the Refund entity. The UTR serves as proof of refund completed between you and Razorpay. Additionally, Razorpay passes the RRN (Razorpay Reference Number) of the payment in the Fund Transfer Request sent for the refund. This ties the instant refund back to the parent payment, thereby, serving as proof of the refund. This data can also be used as a defense against a future chargeback or arbitration case.

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Reports

Detailed insights can be gained using reports and real-time data on the Dashboard. These reports can then be used for accounting and recon purposes. Know more about reports. Understand how the Refund process works.