Regional Support: Payments (India)

[Victor]

Learn more about managing your payments while running your Shopify store in India.

This thread is part of the Regional Support threads offered for merchants based in India. To see which other topics are available, you can visit the India hub here.

There are a number of different payment gateways available to merchants in India, which will allow you to accept payments from your customers through your Shopify store. This includes the likes of PayU, Razorpay and paytm, among many others.

To use these gateways to collect payments on Shopify, you will first need to create a merchant account with the payment processor of your choosing. After this is done, you will be provided with your account credentials by the processor which can then be used to activate the gateway within Shopify. This is done in the Payment providers section of your Shopify admin settings.

Shopify also allows you to connect your PayPal business account via PayPal Express Checkout. You can enable this alongside your primary gateway which processes credit card payments, meaning that your customers will have the option of paying by card or with their PayPal account. It is also possible to enable different alternative and manual payment methods on your store, such as bank deposit and cash on delivery (COD).

Shopify also offers an Advanced Cash on Delivery app, which is exclusively available to merchants in India. The app allows for greater control when it comes to making COD an available payment method to customers, as you can use the app to restrict this payment option based on the customer’s location and the value of their order.

Please note that all payments processed via a third-party gateway are subject to transaction fees, and the rate of these fees depends on which Shopify subscription you have chosen. You can find the rate charged per transaction for each plan over on our pricing page.

Update 10/26/20; Several updates have been made to Advanced Cash on Delivery thanks to your valuable feedback! If someone selects Cash on Delivery (COD), only COD is shown instead of other payment options, and if someone selects prepaid shipping the online payment options will be shown instead. We have streamlined the process to keep the customer focused on one goal - completing the purchase. Thanks again for your feedback!

If you have a question or comment to make about processing payments on Shopify in India, please post it below.

[Anish3]

I am unable to activate PayPal express checkout on my Shopify store. All my other requirements are setup. I need to connect my PayPal with shopify. Please help.

[Victor]

Hi @Anish3,

Thank you for getting in touch. PayPal Express Checkout is available to merchants in India if they sell in either GBP or INR, and you can read more about the setup process here. You will need to first create a PayPal business account before activating the gateway in your store. Once this is done, you activate it as follows:

1. From your Shopify admin, go to Settings > Payment providers.

2. In the PayPal section, select your PayPal account type.

3. Click Activate.

4. Enter the email address for your PayPal account, then click Next.

5. Enter the password for your PayPal account, then click Log In.

6. On the PayPal permissions page, click I Give Permission.

7. On the PayPal confirmation page, click Go back to Shopify.

If you have already attempted these steps but have been unable to activate the gateway, please let me know and provide more information about the errors you are receiving so I can troubleshoot in more detail.

Kind regards,

Victor | Shopify Social Care

[Anish3]

I've tried these steps but my integration with PayPal is not working.
Please help me out.

[Victor]

Hi @Anish3,

Did you complete the setup process as mentioned above, or did an error occur when you tried to activate your PayPal account within Shopify? Does the gateway show as activated in Settings > Payment providers?

Please provide as much information as you can about the issues you're experiencing and what you're seeing in the Shopify admin and I will do my best to help you.

Kind regards,

Victor | Shopify Social Care

[arunsharmaseo]

Thanks for the reponding.

I tried it also, but nothing happened.

[Elle]

Sorry to hear that didn't work for you, @arunsharmaseo 

Would you be able to expand on how nothing happened? Perhaps you can share a video of the steps you are taking, so I can see exactly what is going on. 

Thanks so much! 

[vssc]

Hi - I just carried out a of test transaction using Razorpay as an alternative provider. I then cancelled the order via Shopify and issued a normal refund via the Razorpay dashboard . But the amount paid is still showing up in the Shopify Dashboard? How do I mark this payment as refunded? 

Sorry, the returns and refund process in Shopify is very very confusing!

Thanks

[Elle]

Hi, @vssc 

When you cancelled the order via Shopify, did you see the option to refund? When cancelling and refunding orders, you should do so within the Shopify admin, and not the gateway directly. 

We have a helpful guide which provides the steps to cancel and refund orders here. 

If you have already issued a refund through the gateway, I would recommend checking with Razorpay to see if there is a possibility to refund the customer twice. Typically, this cannot occur; however, if you want the order to reflect the refund in Shopify you will need to refund the order within Shopify. 

I'm sorry to hear that you have found this process confusing, I'd be happy to pass any additional feedback you have along to our developers. 

Let me know if this helps! Happy to answer any other questions you have in regards to payments.

[vssc]

Hi Elle,

Thanks - there was no option for refund - Razorpay is linked as an Alternative Payment Service. So's my second gateway - PayU

I had created 2 orders - One (paid via Razorpay) I cancelled after creation, and one (paid via PayU) I 'Returned' after marking as fulfilled. Now, the two cancelled / returned orders in Shopify show 0.00, but the Dashboard has an incorrect sales figure (includes the cancelled and returned orders) and shows returns as 0 (please note that one order I had marked as returned and restocked). 

Also, Razorpay says that all refunds have to be carried out via their panel.

Going forward, does this mean that I'll never have accurate sales information as Shopify will continue to include even cancelled and returned sales in the Dashboard?

I've gone through the help docs, but the returns and refunds process is just confusing.  

Shopify support also seems non-existent (at least in India) - There's no phone support, no reply to a ticket I created, and after holding on chat for over half an hour, I'm connected to a staff member who eventually tells me they need time for a 'deep dive' to figure out why the Dashboard is still showing incorrect figures. 

Have other issues too (for example, one design issue is that there's no way to hide out-of-stock variants from filtered searches. Of course, that's not a payments issue so have posted in the design section. 

But for now, how on earth do I get my Dashboard to reflect actual sales figures?

Thanks

[vssc]

Since there is no response from, Shopify support, what do I do?  The total sales are still being shown incorrectly in Home, the Dashboard, and even the Sales Reports -  the figure includes orders that have been cancelled  returned.

[Elle]

Thanks for those details, @vssc 

I do apologize for all the trouble you're having with our support and this issue at hand. 

I'm afraid that at this time, some gateways that integrate with Shopify (such as Razorpay) do not currently offer support for refunds in our admin. This means that despite refunding an order within the gateway, the analytics (and orders) within your admin will not reflect the refund. 

I completely understand that this is not ideal, and our developers are aware of this as well. 

I will continue to advocate for all gateways to provide support for refunds. For now, the best workaround I can offer is to export your orders, and manually adjust totals for cancelled orders within a spreadsheet. Of course, you can utilize another gateway that supports refunds inside of the admin. 

If you have any other gateways in mind, I can confirm for you whether or not they support refunds. 

[vssc]

Hi Elle, Thanks.

"I'm afraid that at this time, some gateways that integrate with Shopify (such as Razorpay) do not currently offer support for refunds in our admin. This means that despite refunding an order within the gateway, the analytics (and orders) within your admin will not reflect the refund. "

- So you're saying that the analytics and dashboard are useless if we use external gateways? Why not warn people in advance?

- Is there any way of getting actual accurate reports now or do we just deal with this incorrect data till we're sure of investing in a move to a more capable platform (one that doesn't ask for $5 a month for basic features)

- Since I have processed the refund via Razorpay, why not let me manually mark the orders ? If your developers are aware, it shouldn't be an issue

- The orders page shows 0.00. Why does the Dashboard not reflect that? If you can make the orders show 0.00, I'm sure you can also make the Dashboard reflect that?

- Is there any reason for this absolutely asinine design choice? 

- Do I get a part refund now that the analytics bit of Shopify is absolutely useless?  Everything from Average Order Value to Conversion Rate will be off?

- I'm repeating this, but is there any reason why we can't mark out / leave out / filter out cancelled orders?  So now it's too late?

[vssc]

Hi - Is there any payments gateway for India which lets you accurately track refunds, cancellations and returns?

[Elle]

Hi, @vssc 

There are some external gateways which do offer support for refunds. You can see all gateways available to merchants residing in India here. If you'd like to utilize another gateway which offers support for refunds, let me know and I will provide you with a list. I agree it would be helpful if this information was noted up front on the payment gateway page, so I've let the team know who handles updates on these pages.

Currently, orders cannot be modified to show a refunded status as the gateway does not pass this information back to Shopify. This is simply not a feature that has been integrated into our platform. The feedback we continue to receive will help change this! 

Notes within the order timeline can be utilized to reflect the order has been refunded; however, reports will remain inaccurate as the refunds cannot be processed within the admin. You can export your orders and leave the cancelled ones out of the export to view order totals. 

We do not offer refunds or discounts for our service. Our developers are aware of many feature requests, brought forth by merchants all over the world. Every day we release new features and product updates, based on the feedback we receive. I trust in the future all payment providers that integrate with Shopify will offer support for refunds within Shopify directly. 

[NG_TT]

Hi @Elle,

I would certainly be interested in knowing which payment gateway can pass on refund information to shopify so that order cancellations and returns are easier to track on shopify as well. 

Thanks!

Neha

[Elle]

Hi, @NG_TT 

This feature is not currently supported on our Basic, Shopify, and Advanced plans; however, this is something that can be accomplished with Shopify Gold. If your business is currently processing a large amount of sales this option may be best for your business! I can see that you posted on another thread in our community about this feature so I do hope our Partners can help you with a coding workaround from there. 

In regards to payment providers that support refunds, your best bet would be: 

* PayPal Payflow 
* CashFree

Hope this helps! 

[Elle]

@vssc 

Just seeing your latest post! 

I will look into this for you today and get back to you ASAP with a list of gateways which support refunds within Shopify. 

[Elle]

Hi, @vssc 

Thanks for your patience while I looked into different gateways for you!

Here are the credit card gateways available to you in India which currently support refunds inside of our admin: 

* PayPal Payflow 
* CashFree

I hope this helps! 

[vssc]

Hi Elle. Thanks. Have signed up for Cashfree. Will try that out! Edit: One query though: Is the 2% payment fee mentioned in the payment settings page on top of what an integrated gateway charges?

cheers

[Elle]

You're very welcome, @vssc!

Yes - transaction fees are charged in addition to the credit card rate you will pay to the payment provider. You will see transaction fees appear your monthly Shopify invoices. You can learn more about transaction fees here. 

Let me know if you have any other questions! 

[vssc]

Hi Elle,

Oh. So in a nutshell, I can either stay stuck with reporting that won't take into account refunds / returns or I can pay Shopify an extra 2%  (on top of my monthly subscription) to make sure refunds reflect properly. 😕 I hope you do realise why this doesn't quite go down well. 

I'm also now discovering the product exchange process is anything but straightforward and requires refunding and  then asking a customer to place a fresh order.

Thanks for your help, though. Appreciate you taking out the time to help me here. But must say I am extremely disappointed with Shopify - basic features which you'd expect to be baked in require paid apps, and it's anything but straightforward. Will manage I suppose, at least till we can pay a developer to move us to a better platform, one that includes basic features as part of the main subscription.

cheers

[Elle]

Hi, @vssc 

No problem, I'm more than happy to help! 

Transaction fees would be charged for orders processed through the Razorpay gateway as well. 

If you don't use Shopify Payments or a manual payment method, then transaction fees apply for orders in addition to the processing fee charged by your payment provider. Also, transaction fees don't apply for manual payment methods, which include cash on delivery (COD), bank deposits, checks, test orders, and draft orders marked as paid or pending. Transaction fees don't apply for POS orders.

In regards to returns, the customer does not need to place a new order. You can follow the steps outlined here to edit an order. Hope this helps! 

[vssc]

Thanks! Yup, trying to work around these issues. Am facing a new issue now - the exchange / store credit is always greyed out on my Shopify POS app (running on Android 11). Trying to exchange products using the POS app now doesn't show the exchange amount as 0 - and there's no credit / option. But it's enabled in the POS payment settings.

cheers,

Vaibhav

[Elle]

You're welcome, @vssc 

For assistance with POS issues, you can connect directly with our Retail Support team by following these steps: 

• Log into our Help Center.
• Enter your question in the search bar. 
• Select 'continue' under 'Get support' at the bottom of the page
• Select your preferred support option (live chat or callback)

From there our retail team can assist!

Hope this helps 🙂 

[rohan-ranadive]

Hi Victor,

I have the same issue with USD.  Tried everything but payments do not go through for international customers.  Payapl confirms international payments is active.  Please advise.

[Victor]

Hi @rohan-ranadive,

Thank you for reaching out about this. Can you tell me more about this issue please, and how many instances of this you have seen? Do you have USD set as the default currency on your store, or INR? Is this something customers have reached out to you directly about?

Kind regards,

Victor | Shopify Social Care

[rajat1234]

hi @Victor , My issue is quite similar. But to be precise, my checkout page is not redirecting after accepting card details. It just loads and comes back to the card filling stage. It would really be awesome if you can help me out. Thanks

[rajat1234]

Hi @Elle Can you help me with the checkout process ?

[Elle]

Hi, @rajat1234 

Absolutely! I'm happy to help.

Please share the following:

• A video of this issue occurring
• The URL of your store
• The payment provider you're using

Thanks!

[rajat1234]

Hi @Elle 

I am using Paypal express checkout option

store: https://thepinkstrawberry.store/

Please tell me do i have to add a manual redirection url after card payment is processed, since the page is not redirecting after processing card details

[Elle]

Thanks so much for those details, @rajat1234 

This is likely due to PayPal requiring further regularity steps to be completed on an Indian PayPal account before it can be connected with services such as Shopify.

To resolve the issue, please reach out to PayPal to check if any further setup is required on their side!

Hope this helps! 

[Weyday]

Hey @rajat1234 ,

As a fellow Shopify user from India, I suggest you to use Alternative payment methods as Paypal is not a major mode of payment here.

Thanks,

Deva.

[prince-wise]

Hey victor

This is prince form prince-wise , I have just activated my third party payment method but make payment I need to integrate my API to the store that's y I need contact a person who can integrate API for my third party payment method . can u guide me where I can find and contact this person for shopify details .

plzzz help !!

[Elle]

Hi, @prince-wise 

We always recommend our Shopify Experts for hands-on assistance with the API. 

I hope this helps! 

[Raju456KUMAR]

This is very informative knowledge and I got the whole process. Thank you so much @Victor sir

[Victor]

Hi @Raju456KUMAR,

No problem at all! It's my pleasure. Thank you for the kind words.

Kind regards,

Victor | Shopify Social Care

[indianpetal]

Hi. I have setted PayPal Express in my Payments but it is not colleting payment from my internation customers. They continuously complaining of Transaction Failure. I have checked with my PayPal Account and everything seems to be OK and working fine.

Could you please help me in this.

[arunsharmaseo]

Hi,

I am not able to activate Paypal Express Checkout option. I have valid Paypal account, but when i am going to connect with shopify, nothing happened.

Please help.

[Elle]

Hi, @arunsharmaseo 

Happy to help you with this!

Can you please let me know exactly what steps you are taking? Also, if you're receiving any error messages in particular please let me know what they say. 

As a troubleshooting step, please try to connect your account within an incognito window inside of Google Chrome. 

Looking forward to hearing back from you soon!

[loki1]

hi @Elle @Victor 

i have added both paytm and cashfree but my customers cant pay the money at the checkout. it shows your payment can be processed for technical reasons. try again or use a diffrent payment. please help us in this issue with=out payment gateway it make huge problem.

[Victor]

Hi @loki1,

Thank you for getting in touch and for sharing that screenshot. Have you been able to process any payments via these gateways on your store, or have they not worked since you enabled them as activate gateways? When did you create your merchant account with Cashfree and PayTM?

Kind regards,

Victor | Shopify Social Care

[loki1]

Hi @Victor 

My customers tried to pay through these payment gateway but all the payment is gone through abondened checkout. it's been one month our website is launched and I have integrated about one month. In test payments it is working but in real transaction it shows like this which I have shown in the screenshot

[Victor]

Hi @loki1,

Okay, I see. I'll need to take a closer look at your store to try and determine the issue, so will email you shortly and authenticate you on your store. Please look out for my email and get back to me there so I can continue to help.

Kind regards,

Victor | Shopify Social Care

[NG_TT]

Hi @Victor and @Elle,

I am looking for a solution for my website where certain products are prepaid only and certain can be COD as well. 

The customer can see if on the product page if a certain product is COD or Prepaid. 

At check out, I need split payment options where customer can pay for the prepaid items and is allowed to select COD for the COD items. 

Apologies if this has been asked too many times already. I wasn't able to find an answer despite searching extensively!

Thanks in advance,

Neha

[Weyday]

Hi Shopify,

I'm using Advanced COD for India app for Cash on Delivery orders.

But, I'm seeing lot of scam/bogus purchases without proper Phone Number, Email ID or even Address. Is there way to verify their phone number with OTP without adding any apps.

Your response is much appreciated.

Thanks,

Deva.

[Elle]

Hi, @Weyday 

Sorry to hear you are experiencing an increase in scam orders, that's definitely frustrating! 

Currently, SMS verification at checkout is not a core feature of Shopify. Our developers are aware that this feature has been requested, and we do hope to offer this in the future!

As a workaround, you can make customer accounts required to purchase or use the FraudLabs app for OTP verification. 

Cheers, 
Elle

[Weyday]

Thank you Elle for your support, appreciate it.

[GUPTA]

hi

i am unable to link payment plan as credit card, bank transfer etc...i have only paypal which is linked to my store...

please help..

[Victor]

Hi @GUPTA,

Shopify does allow merchants in most countries to pay for their subscription via PayPal, and you can add your PayPal account as a payment method in Settings > Billing. Do you see this option if you head to this area of your admin? It should look like this:

Kind regards,

Victor | Shopify Social Care

[MelRoy]

Hi,

I have been using the Advanced Cash On Delivery app for India since 2016 and had to deactivate it temporarily since March 2020. Tried activating it in the month of May and started getting the below errors:

1) Cash on delivery has not been activated.

2) When trying to make a cod payment at the payments page we get an error message but that's a Heroku Application error message. 

I have been desperately chasing Shopify support to help me with this issue as it's causing us huge losses but no one has even bothered to look into it properly. Can someone help me here?

[Victor]

Hi @MelRoy,

I'm sorry to hear that you've had this issue with the app, and that you've not been able to get the support required to find a resolution. Have you spoken to any members of our support team over phone, live chat, or email? If so, what did they say when asked about issues with the app?

Kind regards,

Victor | Shopify Social Care

[MelRoy]

Hi Victor,

Here's what I have been hearing from Jaimie from the support team for the
last 3 months - At this time, this issue remains open and unresolved with
the development team. We do not currently have a timeframe that we can
provide on when this will be resolved.

He has been literally copy-pasting the same response. What more do I say.

[MelRoy]

Hi Victor,

Here's what I have been hearing from Jaimie from the support team for the last 3 months - At this time, this issue remains open and unresolved with the development team. We do not currently have a timeframe that we can provide on when this will be resolved.

He has been literally copy-pasting the same response for the last 3 months. What more do I say.

[Victor]

Hi @MelRoy,

Okay, I see. Thank you for sharing this with me. It sounds from Jaimie's email that the issue you've experienced is a known one that is currently being looked into, but currently has no ETA in terms of a resolution. I understand that this is frustrating, but this can happen with some aspects of the Shopify platform (including its apps) and may take some time to resolve. You can always contact our support team again via our Help Center and ask them if there are any further updates to your ticket they can provide.

Kind regards,

Victor | Shopify Social Care

[MelRoy]

8 months to solve such a simple issue is some time? Are you even serious?
Do you guys realize the number of losses you guys have individually put my
business through? Sadly enough, you guys haven't even bothered to offer any
alternatives. I inquired about setting up a new Shopify store but the team
couldn't even guide me through the process. How do we export our customer
data and other stuff? Such a disappointing experience after being a Shopify
merchant for over 5 years.

[rankish3]

Hi, 

I am facing this problem in my store. Most of my COD order are showing either double or triple the actual amount on being marked paid. I recently noticed this problem while reconciliation. I am not sure why is this happening can you help. Below is the screenshot. 

[Victor]

Hi @rankish3,

Thank you for sharing that screenshot—can you confirm if you are using the Advanced Cash on Delivery app, or do you just have cash on delivery enabled as a manual payment method on your store?

Kind regards,

Victor | Shopify Social Care

[Vora]

Is Advanced Cash On Delivery feature is also available for Basic Plan? 

Please guide us how we can have different shipping charge for prepaid and COD orders being in Basic plan.

[Lan123]

Hi, how can we add additional indian payments? such as UPI, paytm and etc. listed under https://www.shopify.in/payment-gateways?shpxid=f7967ca2-08D2-413B-DADA-8E4AC5577A12
Under "Setting"->"Payment"，i couldn't find them under "third party providers" or "alternative payment methods"

[Elle]

Hi, @Lan123 

I'm able to see PayTM and PayU on my side for shops in India so we may need to take a closer look at your account. 

For good measure, can you please send me a screenshot of what appears when you go to Settings > Payments > Alternative Payments and search "Pay"? 

Thanks!

[Lan123]

hi Elle, thanks for getting back to me, very much appreciated! Here's the screenshot. I'm not seeing the payment method, is it because the business location is in HK? Despite the business location itself, we are serving customers worldwide with digital services. Please help, this is critical to us.

[Elle]

Hi, @Lan123 

Yes, the payment options you see are the payment gateways available to you in your region. 

Payment providers available in India may not be supported in HK. 

As long as you have a credit card gateway enabled on your store, customers from all over the world will be able to check out on your site. If you would like to offer additional payment methods for customers without credit cards such as manual payment methods, you can do so; however, you will not be able to integrate with providers not supported in your businesses' region. 

I hope this helps clear things up! 

[banterkitchen]

Hi ,

Can someone help me with setting up subscription app for my store?

Every app i try says that I need to enable shopify payments as my payment gateway, but when I checked, shopify payments is not available in India. Does that mean that I can't use subscriptions or is there any other way to implement this? I use Payu Payment gateway.

Thank you

[Elle]

Hi, @banterkitchen 

Currently, Shopify Payments is a requirement to use a subscription based app. You can learn more about our Subscriptions feature here. 

We are working to support additional payment providers (ie. PayPal should be supported by Q2 of this year). You can see which subscription features are in development and when they are being released here. 

I hope this helps! 

[Lan123]

Yes, we do intend to integrate credit card, however as you might know, people in many developing countries don't really use credit cards. India is one of the example, and that's why we are looking to add local payments... Despite we are based in HK, we are providing digital services which customers from all over the world can use it despite the location. Why I'm not able to see those payment methods though? Are there any other way of doing it?

[Elle]

Yes, we do intend to integrate credit card, however as you might know, people in many developing countries don't really use credit cards. India is one of the example, and that's why we are looking to add local payments... Despite we are based in HK, we are providing digital services which customers from all over the world can use it despite the location. Why I'm not able to see those payment methods though? Are there any other way of doing it?

@Lan123, currently you are bound by the payment providers supported in the region in which your business is being run. You can also offer manual and alternative payment methods as additional options! 

I can definitely appreciate your situation though so I've passed along a request to our developers to consider the ability to integrate local payment options when a store is operating in another region. 

[chandanagarwal1]

@Victor @Elle 

Does Shopify provide Express Google Pay Checkout Options for India based stores?

Thanks

[Victor]

Hi @chandanagarwal1,

No, I'm afraid not. Google Pay can only be activated on Shopify checkouts via Shopify Payments, which is not currently available to merchants in India at this time. I will be sure to submit your request for Google Pay to be made available via other gateways to our development team.

Kind regards,

Victor | Shopify Social Care

[ajaypatra]

can anyone suggest to me a better payment gateway (domestic and international) for my Website and App.