SHOPIFY THEME PAYMENT ISSUE IN INDIA

Accounting & Taxes
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Topic summary

An Indian merchant is unable to complete a $380 USD (~₹32,870) Shopify theme purchase due to payment processing failures with Razorpay, Shopify’s payment gateway in India.

Core Issue:

  • Recent RBI (Reserve Bank of India) regulations require additional authorization for recurring payments exceeding ₹15,000 on debit/credit cards
  • Razorpay isn’t prompting for this required authorization
  • Instead, it creates new mandates that fail when approved, likely rejecting transactions internally before reaching the bank

Support Challenges:

  • Shopify support appears unfamiliar with Razorpay integration and the RBI mandate requirements
  • Multiple escalations to billing/accounts teams have gone unanswered
  • Each new support interaction requires re-explaining the entire issue

Impact:

  • Store experiencing constant failed transactions
  • At least one other merchant reports the same problem with a $350 theme purchase still stuck in processing

Status: Unresolved. The merchant is seeking input from other Indian Shopify users who may have encountered similar RBI mandate-related payment issues and potential workarounds.

Summarized with AI on October 28. AI used: claude-sonnet-4-5-20250929.
1

Hi everyone,

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 and made my purchase for a theme Outsiders ,380.00 USD (INR 32,870.00 to be exact).
  • Shopify uses Razor pay 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 require additional user authorization before being automatically collected.

The Problem:

  • Razor pay 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).
  • 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 Razor pay or Shopify?
  • Can Shopify support be made aware of this issue and the limitations of recurring mandates with Razor pay for Indian merchants?

Additional Information:

  • This issue has caused my Shopify store to constantly fail transactions!

Thank you for your time and support. We need to work together to find a solution for Indian merchants on Shopify.

1 Like
2

My experience with Razorpay support is not good, I recommend other platforms than this.

3

We are also facing same issue , purchased theme for $350 in last week , but the payment still processing