No customer asks about a failed payment casually. "Did my payment go through" carries a different weight than "what are your hours" — there's money involved, and a generic "let us check and get back to you" reads as a bad sign even when nothing's actually wrong.
Why payment questions need a real answer, fast
India's payment landscape adds its own version of this problem. A UPI payment can fail on the bank's side, the app's side, or the gateway's side, and from the customer's seat it just looks like "I'm not sure if that went through — did you get it?" Add refunds, which have their own processing timelines that customers don't usually know, and payment questions become one of the most anxious categories of inbound contact a business gets.
The anxiety compounds because the customer usually can't tell where in the chain something went wrong. Their bank app might show the amount debited while your side shows nothing received — a timing gap, not a failure, but it doesn't feel that way at 11 PM when someone's trying to confirm a booking before a slot fills up.
What AIVA does with Razorpay data
Connected to Razorpay, AIVA can check the actual transaction rather than guess:
- Confirm whether a specific payment succeeded, failed, or is still processing — checked against the actual transaction, not inferred from what the customer describes
- Resend a payment link if the original one expired or got lost in a chat thread
- Give a real refund status and expected timeline, instead of a blanket "refunds take 5-7 business days" line
- Recognize when something needs a human — a disputed charge, anything touching account security — and hand off immediately rather than attempt it
That last point isn't a limitation we're apologizing for. AIVA's escalation rules treat billing disputes and account security as automatic hand-offs by design, the same as they do everywhere else in the product. Payment questions get answered fast; payment problems get a person.
A few scenarios, concretely
"Payment questions" is a broad category, so it helps to see what actually falls under it:
- "It says failed but the money left my account." Often a bank-side timing issue — the debit shows on the customer's end before the merchant's system has caught up, or a payment failed after debit and the amount is already being auto-reversed by the bank. AIVA checks the actual transaction status on Razorpay's side and tells the customer plainly which of those it is, instead of leaving them to assume the worst.
- "The payment link you sent me last week doesn't work anymore." Payment links expire. AIVA generates a fresh one on the spot rather than making the customer wait for someone to notice the request and act on it.
- "I think I got charged twice." AIVA can check whether two separate successful transactions actually exist against that customer's booking or order. If they do, that's handed to your team to resolve — a duplicate charge is a refund decision, not a lookup — but the customer at least gets confirmation of what actually happened before waiting on a resolution.
- "When will my refund hit my account?" Answered from the real refund record instead of a blanket policy line, as covered above.
None of these require the customer to explain the payment system to your team first. AIVA already has the transaction in front of it by the time a person would need to get involved, if a person needs to at all.
The UPI-specific shape of this problem
UPI complicates the picture more than a straightforward card payment does, because there are three parties that could each be the reason something's stuck: the customer's bank, the UPI app they used — GPay, PhonePe, Paytm, whichever — and the payment gateway itself. A payment can be debited from the customer's account and still show as pending on the merchant's side for a few minutes while the two systems reconcile — normal, but alarming if you don't know that's what's happening. AIVA checks the actual transaction record on the Razorpay side rather than guessing which of the three parties is the problem, and can tell a customer plainly whether it's still settling, has gone through, or has genuinely failed and needs a retry.
What a refund conversation actually looks like
A refund isn't instant even when everything's working correctly — Razorpay initiates it, and then it moves through the customer's bank, which has its own processing time that Razorpay doesn't control and neither does AIVA. What AIVA can do is tell a customer exactly where their specific refund sits in that process right now, rather than reciting a generic policy line that may not match their actual case. "Was my refund processed" gets answered from the real refund record — initiated, processing, or completed — instead of a guess.
Where this shows up
Voice and SMS carry more of this traffic than chat does, in our experience — a customer whose payment didn't go through is often trying to complete something urgently, mid-transaction, and picks up the phone or sends a text rather than opening a website chat window. AIVA answers the same way across voice, SMS, and chat, using the same live Razorpay data regardless of which one a customer reaches for.
A short exchange on voice might go: "I tried paying for my appointment but I'm not sure it worked." AIVA looks up the transaction against the phone number or booking reference, confirms it went through (or didn't, and offers to resend the payment link on the spot), and the call ends in under a minute instead of "someone will call you back."
On SMS, the same question tends to arrive shorter and more direct — "payment done?" — and gets the same lookup and the same direct answer, without the customer needing to explain anything further.
What AIVA never touches
Worth being specific about the boundary, since this is money. AIVA connects to Razorpay through an API key that gives it read access to transaction and refund status, plus the ability to resend an existing payment link — it doesn't have the ability to initiate new charges, move money, or see raw card or bank account details. That sensitive data stays inside Razorpay, which handles it as the payment gateway; AIVA only ever sees transaction status and metadata, the same information you'd see yourself looking at the Razorpay dashboard.
Anything that isn't a status check — a disputed charge, a customer claiming fraud, anything touching account security — is an automatic hand-off, by design, the same as it is everywhere else in the product.
Setup
Connect Razorpay from your AIVA dashboard settings with the usual API-key authorization step. No changes to your existing checkout or payment flow — AIVA reads transaction and refund status, it doesn't sit in the payment path itself, so nothing about how customers actually pay changes.
Who this is for
Any business taking payments through Razorpay where "did it go through" and "where's my refund" already make up a chunk of inbound contact — subscription services, appointment-based businesses collecting deposits, anyone selling with UPI or cards as the primary payment method. If your store also runs on WooCommerce or Shopify with Razorpay layered on top for payments, connecting both gives AIVA the full picture — order status from the store, payment status from Razorpay — instead of only half of it.
Start free and connect Razorpay alongside voice, chat, or SMS — whichever channel your customers already use. If your business runs on Stripe instead, or alongside Razorpay, the Stripe integration works the same way. See current usage rates on the pricing page, the full connection list on integrations, or setup details in the docs.