Why should I configure webhooks for Razorpay?

Razorpay supports receiving payments through multiple payment modes. If you have set up Razorpay in Zoho Commerce, your customers can make payments for invoices through the Customer Portal. When the customer clicks Proceed to Pay, a Razorpay pop-up opens where they can select a payment mode and pay. Once the customer authenticates the payment, the amount is deducted from their account and Razorpay notifies Zoho Commerce to record the payment.

However, this notification can sometimes fail. Configuring a webhook for Razorpay ensures that Zoho Commerce is reliably notified about payment statuses so payments are not missed.

Case 1 - Mobile browser and UPI/Wallet payments: If a customer pays via UPI or Wallet on a mobile browser, they are redirected to a mobile app to complete the payment. If they don’t return to the payment initiation screen, the payment stays in Authorised status and may never be recorded, and Razorpay may auto-refund it. The webhook passes the payment status to Zoho Commerce even if the customer doesn’t return.
Case 2 - Late authorisation: If a Net Banking payment times out due to a delayed bank response, it may be marked as failed but later succeed. The webhook ensures Zoho Commerce receives the success message and records the payment.