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Refund a customer’s online payment from the Razorpay merchant account connected to your store—not from the store order screen. In Razorpay, open Transactions → Payments, select the captured payment, choose a full or partial amount, then submit a normal or instant refund. Hostinger says the store’s order status may take a few minutes to reflect the refund.
Before you start: find the captured payment in Razorpay
Sign in to the Razorpay merchant account connected to your store and locate the customer’s transaction. Razorpay’s documented dashboard refund process applies to captured payments; an uncaptured payment is not eligible through this flow. Hostinger’s dedicated refund guide directs merchants to issue the refund in Razorpay. Its article links to a video for detailed guidance, but does not describe additional Hostinger-specific dashboard clicks in text.
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Issue a full or partial refund
- Open the payment: In the Razorpay Dashboard, go to Transactions → Payments and select the captured payment you intend to refund.
- Set the amount: The default amount is the full captured payment. For a partial refund, enter a smaller amount. Razorpay allows multiple partial refunds, provided their combined total does not exceed the captured amount.
- Choose processing: Leave Refund Instantly unchecked for a normal refund. To request instant processing, check it and review the fee shown before continuing.
- Review and submit: Confirm the payment and amount, then select the full- or partial-refund action to issue it. Razorpay says an issued refund cannot be cancelled or reversed.
Razorpay’s dashboard instructions describe this general workflow. A partial refund leaves the payment in the captured state; it changes to refunded after the full captured amount has been returned.
Normal or instant: which should you choose?
| Option | What to consider |
|---|---|
| Normal refund | Razorpay says there is no refund fee for a normal refund. Fees and taxes charged on the original captured payment are not returned. |
| Instant refund | Razorpay may charge a fee. Review the fee displayed in the dashboard before issuing the refund. |
The choice controls Razorpay’s refund processing option; it does not guarantee when the customer’s bank or payment network will credit the funds. See Razorpay’s refund FAQ for its fee and cancellation guidance.
Track the refund and update the customer
Check the refund status in Razorpay. A submitted refund may remain pending while a bank or payment network processes it, so do not describe submission as confirmation that the customer has received the money. Separately, Hostinger says the order status in the store may take up to a few minutes to update after Razorpay processes the refund. That short synchronization delay is not the same as the time needed for the bank to credit the customer.
When available, share the refund’s unique bank reference—RRN, ARN, or UTR—with the customer. They can ask their bank to trace the refund using that reference; Razorpay explains this in its refund communication guidance.
Independent reader supportYour contribution helps us test, update, and keep practical guides available for everyone.If the payment was offline or the refund cannot be issued
Offline or manual payment
If the customer paid manually rather than through Razorpay, agree on a refund method with them. Hostinger says customer contact details are available in the order summary. After arranging the refund, you can cancel fulfillment and add a private Merchant Note recording the reason. See Hostinger’s order-management guidance.
Older payments
Some banks do not support refunds for payments older than six months. If the dashboard reports this issue, check Razorpay’s current options and support guidance rather than assuming the standard process will work. See Razorpay’s refund error guidance.
Razorpay is missing during setup
If you are troubleshooting gateway setup rather than refunding an existing payment, Hostinger says Razorpay may appear as an option only when the store location is set to India. This is a setup condition, not a refund eligibility rule. Check Hostinger’s payment troubleshooting guide.
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