Why should I configure webhooks for Razorpay?

Razorpay supports receiving payments through multiple payment modes. When you set up Razorpay in Zoho ERP, your customers can pay invoices through the Customer Portal.

When a customer clicks Proceed to Pay, a Razorpay pop-up opens, allowing them to choose a payment mode and complete the payment. After the customer authenticates the payment using OTP or other methods, the amount is deducted from their account. Razorpay then notifies Zoho ERP so the payment can be recorded.

However, in certain scenarios, this notification may fail. Configuring webhooks for Razorpay ensures that Zoho ERP is reliably notified of payment statuses and that payments are not missed or left unrecorded.

Below are some common scenarios where webhooks are required.

Case 1: Mobile browser and UPI/Wallet payments

Suppose a customer opens the payment link in a mobile browser and chooses to pay using a Wallet or UPI. They are redirected to a mobile app to complete the payment. Once the payment is made, the payment status becomes Authorised.

If the customer returns to the payment initiation screen, the payment is captured and recorded in Zoho ERP. However, if the customer does not return to that screen, the payment remains in the Authorised state and may never be recorded in Zoho ERP. Additionally, if the payment stays authorised, Razorpay may initiate an auto-refund based on the Default Speed of Refunds you have configured.

In this case, configuring a webhook ensures that the payment status is sent to Zoho ERP even if the customer does not return to the payment initiation screen.

Case 2: Late authorisation

A customer makes a payment using Net Banking, but due to a delay in the authorisation response from the bank, the transaction times out and the payment is initially marked as Failed. Later, the bank may send a success confirmation to Razorpay.

By configuring a webhook, Zoho ERP receives this updated success status, ensuring that the payment is correctly recorded.