Razorpay FAQ

What is Razorpay?

Razorpay is an Indian payment gateway. It carries your payment safely from your bank, card, UPI app or wallet to us. Razorpay handles the payment only: your order, its delivery and any cancellation are with Ira's Avenue.

Do I need a Razorpay account?

No. You pay as a guest. Razorpay may offer to save your details for faster checkout next time; that is your choice.

Why does my bank statement say Razorpay?

Your bank may show Razorpay in the description of the payment, because Razorpay processed it for us. It is your Ira's Avenue order.

Is it safe?

Yes. Razorpay is certified to PCI DSS Level 1, the highest security standard for card payments. It keeps your card safe with tokens instead of your card number, and your full card details never reach us.

Which payment methods can I use?

UPI, debit and credit cards, netbanking and wallets. EMI and Pay Later may be offered for some orders and cards. Checkout shows the options available for your order.

Can I pay in instalments (EMI)?

Where EMI is offered for your card or order, you see it as a choice in the Razorpay window. The bank or lender sets the EMI terms and any interest.

My payment failed. What now?

Check your balance and your card or UPI limits, then try again, or pick another method. If your bank declined the payment, it can tell you why and approve it.

Can I pay with a card issued outside India?

Our checkout is set up for Indian payment methods. If your international card is declined, write to us and we will help you complete the order.

Money was taken but I got no order number.

The payment did not complete. Your bank reverses the amount by itself, usually within 5–7 working days. If it has not come back after that, write to us with the date and the amount.

I was charged twice.

Write to us with your order number and both payment references, and we refund the extra payment.

How long does a refund take?

We start the refund through Razorpay. It goes back to the way you paid, and banks usually take 5–7 working days to show it, sometimes up to 10–12 working days.

How do I track a refund?

Use Razorpay's refund tracker, choose Customer, and enter the payment ID or refund ID from your email. Your refund email also has a bank reference number (ARN, RRN or UTR) that your bank can trace.

Who do I contact?

Us first, from Help & Contact, with your order number. We can see your order and act on it straight away. Razorpay cannot refund on our behalf. For a payment you do not recognise, you can also raise a request with Razorpay at razorpay.com/contact, choosing I am a customer.

Will anyone ask for my OTP or PIN?

Never. Not Ira's Avenue, and not Razorpay. Do not share your OTP, CVV, card PIN, UPI PIN or netbanking password with anyone.