Cashfree Payments provides a secure payment gateway environment for customers to choose from a range of payment options and make payments on merchant websites and mobile apps.
For any disputes between customers and merchants:
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 includes:
If you did not receive a payment confirmation email: Your transaction may be in a pending state or would have failed.
This situation can occur due to two main reasons:
Once the amount is debited from your account, these transactions might take some time to be recognized by the merchant's bank.
Resolution Process:
Refund Timeline: For failed transactions, the amount (if deducted) will be auto-credited to your original payment source in 3-5 business days.
Cashfree operates as a payment gateway that helps merchants accept payments. Order processing is handled entirely by the merchant.
For order-related issues including:
Action Required: Connect with the merchant directly for faster resolution.
How do I check the status of my order? Orders are processed at the merchant's end. Contact the merchant for order status updates.
My order has not been delivered yet. Can you help me? Delivery is managed by the merchant. Reach out to the merchant's support team for assistance.
I did not receive the order confirmation email from the seller. What should I do? Order confirmation emails are sent by the merchant. Contact the merchant if you haven't received confirmation.
Timeline: If the issue is unresolved for more than 10 business days, you can report the issue to Cashfree by filling the issue report form.
Response Time: Once the issue has been reported, you will receive an update from Cashfree in 4-5 business days.
Important: All cancellation, refund, or return requests should be directed to the merchant.
I have not received the refund for my cancelled order. What do I need to do? Once initiated by the merchant, refunds take 5-7 business days. If the merchant is unresponsive, report the issue to Cashfree.
I have not received the refund for my failed transaction. What do I need to do? Failed transaction refunds are processed automatically within 3-5 business days to your original payment source.
What is the status of my refund? Use the transaction status checker with your transaction reference ID and amount to track refund status.
If the merchant is unresponsive, you can report the issue with all transaction details. Cashfree will step in to mediate and help solve the issue faster.
To report unauthorized purchases or complaints about fraudulent merchants, raise an issue with the following information:
Priority Handling: Cashfree will investigate and resolve fraudulent transaction reports at the earliest.
Cashfree provides a transaction status checker to instantly verify payment and refund status.
Required Information:
Note: The status checker is protected by reCAPTCHA. Google Privacy Policy and Terms of Service apply.
| Issue Type | Timeline |
|---|---|
| Failed transaction refund | 3-5 business days (auto-credited) |
| Pending transaction resolution | 5-7 business days |
| Merchant-initiated refund | 5-7 business days |
| Escalation to Cashfree (if unresolved) | After 10 business days |
| Cashfree response after escalation | 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.
Backing: Cashfree Payments is backed by SBI, Y Combinator, Krafton, and Apis partners and was incubated by PayPal.
RBI Authorised Payment Aggregator License Certificate of Authorisation No. 266/2025
RBI Authorised Prepaid Payment Instrument (PPI) Provider Certificate of Authorisation No. 209/2024