I’m reaching out to the community because I’m facing a frustrating issue with Shopify invoicing and payments, and I believe other Indian merchants might be experiencing the same.
Here’s the situation:
I’ve been using Shopify for a year, and for the first time, my monthly invoice exceeded INR 15,000 (INR 18,534.57 to be exact).
Shopify uses Razorpay as its payment gateway in India.
Due to a recent change in RBI regulations for recurring mandates, payments exceeding INR 15,000 on debit/credit cards and INR 5,000 on UPI require additional user authorization before being automatically collected.
The Problem:
Razorpay isn’t able to automatically debit the invoice amount due to exceeding the RBI limit.
I’m not receiving any prompts for additional authorization when trying to pay through the two options provided (debit/credit card and UPI).
When I attempt to pay, Razorpay creates a new mandate (instead of requesting additional authorization on the existing one).
Approving this new mandate and clicking “pay my invoice” results in an error.
My suspicion is that Razorpay is rejecting the transaction internally before it even reaches my bank for approval because of the amount exceeding INR 15,000.
Shopify Support Issues:
I’ve contacted Shopify support multiple times, but they seem unfamiliar with the issue and unaware that Shopify uses Razorpay for Indian payments.
They haven’t been able to resolve the problem and keep directing me to tickets with the billing and accounts team, which haven’t received any responses despite escalations.
New support representatives treat each interaction as a new issue, requiring me to explain everything repeatedly.
Call to Action:
If any other Indian merchants have faced similar issues with invoice payments due to the RBI mandate change, please share your experiences.
Possible Solutions:
Does anyone have insights into how to resolve this with Razorpay or Shopify?
Can Shopify support be made aware of this issue and the limitations of recurring mandates with Razorpay for Indian merchants?
Additional Information:
This issue has caused my Shopify store to be frozen for the past two days.
Thank you for your time and support. We need to work together to find a solution for Indian merchants on Shopify.
Hey, I’m facing the exact same issue. Payment is not going through, tried many different methods. Shopify support has not been able to help much, and my store is frozen since 2 days ;((((
I’m happy to report that my Shopify invoice payment issue is finally resolved after three days of persistence, and I want to share what worked for me in hopes of helping others!
Understanding the Problem:
This issue stems from a recent change in RBI regulations for recurring mandates. In India, payments exceeding ₹15,000 on debit/credit cards and ₹5,000 on UPI require additional user authorization before automatic collection by Razorpay, Shopify’s payment gateway.
The Challenge:
Shopify support wasn’t initially familiar with this issue and the limitations it creates for Indian merchants. Additionally, while many support interactions resulted in them saying they’d escalate the issue to the billing team, it seemed those requests weren’t getting through.
The Solution:
Here’s what helped me get my store unfrozen:
Persistent Contact: Don’t give up after just one interaction with Shopify support. Keep explaining the issue clearly and requesting escalation to the billing team. The reason being you need to find at least that one person who will genuinely raise your issue. For this you need to raise at least 100+ tickets. I know this sounds a lot but no one really cares enough in the shopify support, they just create a fake ticket for you so that you can keep waiting (as per them you need to keep waiting for 7-8 days for the payment to go through automatically, but this isn’t the solution here).
Focus on the Billing Team: Emphasize that the issue requires intervention from the billing team to clear the block on your transaction history caused by failed attempts due to the RBI limit. Shopify at their backend blocks your account due to multiple failed attempts that needs to cleared from billing team in order for your transaction to go through.
Additional Tips:
Clearly Explain the RBI Mandate Change: When contacting support, ensure they understand the context of the RBI mandate and its impact on exceeding the limits.
Document Interactions: Keep a record of your communication with timestamps and reference numbers. This can be helpful if you need to follow up again.
By working together and being persistent, we can find solutions!
If you’re an Indian merchant facing a similar issue, follow these steps and keep at it. Remember, you might need to explain the situation multiple times until you connect with someone who can genuinely escalate your request.
I am facing the same frustrating issue. Please help What do you mean by " requires intervention from the billing team to clear the block on your transaction history caused by failed attempts due to the RBI limit. Shopify at their backend blocks your account due to multiple failed attempts that needs to cleared from billing team in order for your transaction to go through." ?
Can you please explain this in a more detailed manner ? What exact steps did Shopify team take to clear the block ?
As of now Shopify is adamant that is is not their issue and it’s a bank issue. They are not helping me at all.
Thanks for the guidance, I contacted Shopify support and used the same information as you but it looks like they have no idea and still think it’s not their problem.
Could you please share any further details or the steps you took or the correct question you asked, that might help us resolve this.
I am also facing this same issus since Aug 29. My my bill was not even over 5k or 15k. Shopify asked me to not to leave any blanks in the address column which I found weird because the address was complete. I did that and without attempting another payment deduction, the billing team told me that its still failling and I should contact my bank. And there is nothing wrong with my bank because shopify is rejecting every card of mine. They still have no clue what exactly is happening here. The problem is at their end.
Yes, it is resolved. You will have to keep trying with Shopify’s customer support. They will ask you to check with your bank and then will ask you to make a few changes at your end. But seriously nothing works. In the end, it was found that the issue was at the payment partner’s (Razrpay) end. Their team will contact Razorpay and will resolve it in some time.
The key is to keep escalating this issue to the Shopify team until they fix it for you.
What do you mean by " requires intervention from the billing team to clear the block on your transaction history caused by failed attempts due to the RBI limit. Shopify at their backend blocks your account due to multiple failed attempts that needs to cleared from billing team in order for your transaction to go through." ?