The Macha × Razorpay Integration: Payment Context for Support Teams

The Macha × Razorpay integration removes the tab-switch. Macha is an AI agent layer that sits on top of the helpdesk you already run — Zendesk, Freshdesk, Gorgias or Front — and connects out to the tools that hold the answers. Wire in Razorpay and your agents can read payments, orders and customer records straight from the gateway, so the payment status arrives inside the ticket instead of three clicks away. This post walks through exactly what the connector does, what it deliberately doesn't, and how to put it to work.

Quick framing: Macha doesn't replace Razorpay or your helpdesk. It's the intelligence between them — reading from both, acting in your helpdesk, and looking up payment facts in Razorpay so a reply can be drafted or sent with the real numbers attached.

What the Razorpay connector actually does

The connector is a read access layer over your Razorpay account, authenticated with an API key. Once connected, an agent can call four tools:

That's the whole surface, and it's deliberately tight. These four tools cover the overwhelming majority of payment questions a support team fields: did the payment go through, what was it for, how much, on which method, and what's the refund doing. The agent decides which tool to call based on what the ticket asks — you don't script the calls, you describe the job.

How it fits into an agent

In Macha, a connector on its own does nothing until an agent is allowed to use it. You build an agent, give it instructions ("help customers with payment and billing questions"), and check the Razorpay tools you want it to have in the tool picker. From there the agent draws on Razorpay the same way it draws on your helpdesk or knowledge base.

What triggers a payment lookup

Razorpay itself doesn't push events into Macha — there are no Razorpay-side triggers in the connector. The trigger comes from your helpdesk, which is exactly where you want it. A typical setup:

1. A new ticket (or customer reply) lands in Zendesk on the Billing brand or with a payment tag — Macha's Zendesk connector fires the trigger.
2. The agent reads the ticket, extracts the order ID or customer email, and calls Get Customer → List Payments on Razorpay to find the transaction.
3. It checks the payment status (captured, failed, refunded, pending) and, if a refund is in flight, reads when it was initiated.
4. It drafts — or, if you've allowed it, posts — a reply on the ticket with the real status, and tags or routes the ticket appropriately.

Because the trigger lives on the helpdesk side, you get all the targeting the helpdesk already gives you: brand, tag, channel, form, SLA. Macha's Zendesk connector alone exposes triggers for new tickets, customer replies, status changes and a custom-webhook option — so you can scope payment automation as tightly or as broadly as you like. See Macha on Zendesk for the full trigger model.

A worked example: "Where's my refund?"

Here's the most common Razorpay ticket, end to end. The customer writes:

"I cancelled order #RP-48213 two days ago and was told I'd be refunded. I don't see anything in my account yet."

An agent with the Razorpay tools and your refund policy in its knowledge base would:

• Call List Orders / List Payments to find the payment behind order #RP-48213.
• Read the payment object and see the refund was initiated to the original method (say, a Visa card).
• Pull your refund-timeline policy from knowledge and combine it with Razorpay's own published behaviour — normal refunds land in 5–7 working days to the original payment method, per Razorpay's refund documentation — and draft a grounded, specific reply:

"Good news — your refund for order #RP-48213 was already initiated on 22 June to your Visa card ending 4242. Razorpay refunds return to the original payment method and typically settle within 5–7 working days, so you should see it by the end of the week. I'll keep this ticket open until then."

No tab-switch, no guesswork, and the customer gets the actual date and method rather than a copy-pasted "please allow 7–10 days." For UPI payments, Razorpay can process Instant Refunds that often reflect within about 24 hours — a distinction the agent can surface when the method warrants it, per Razorpay's instant-refund docs.

Where the connector stops — and why that's the right call

This is the part most integration posts skip, so here it is plainly: the Razorpay connector is read-only. It can look up payments, orders and customers. It cannot create a refund or create a charge through Razorpay. There is no "Create Refund" tool on Razorpay the way there is on our Stripe connector.

That's a deliberate boundary, and for refunds it's a sensible one. Refunds are irreversible money movements; for a high-trust gateway like Razorpay we expose the read surface that lets an agent diagnose and explain a payment with full accuracy, and leave the act of issuing the refund to a human in the Razorpay dashboard. So the realistic division of labour is:

• Macha does: find the payment, confirm status, explain the refund timeline, draft the reply, tag and route the ticket, escalate with the transaction already attached as an internal note.
• A human does: click "refund" in Razorpay when a refund is warranted.

If your team genuinely wants agents to issue refunds programmatically today, Stripe is the connector that supports it (Create Refund, Create Charge). For Razorpay, the honest answer is: automate the lookup and the reply, keep the payout a human action. A few other limits worth knowing up front:

• Razorpay covers the gateway, not the order. Razorpay itself notes that cancellation, shipping and return queries belong to the merchant, not the gateway. Pair Razorpay with the Shopify connector or your order system so the agent has both the payment and the fulfilment picture.
• Region. Razorpay is the default gateway for India-based commerce; if your payments run through Stripe in other markets, use the Stripe connector instead (or both, on different brands).
• Read scope = API-key scope. The agent can only see what the connected key is permitted to see. Scope the key to what support actually needs.

Partial refunds, disputes and chargebacks

Two edge cases come up constantly in payment queues, and they're worth being explicit about because the read-only boundary shapes how an agent handles them.

Partial refunds. Razorpay supports refunding part of a captured payment, and the Get Payment response carries an amount_refunded field alongside the original amount — so an agent can read that, say, ₹1,200 of a ₹3,000 payment has been returned and explain the remainder accurately ("₹1,200 was refunded to your card on 21 June; the balance reflects the items you kept"). What it can't do is issue that partial refund — like a full refund, the payout itself stays a human action in the Razorpay dashboard.

Disputes and chargebacks. When a customer disputes a charge with their bank, the bank opens a chargeback and Razorpay routes it through its Disputes flow, where the merchant must submit evidence before a deadline (the issuing bank typically returns a verdict in 15–30 days, with the full case running 75–120 days; if you miss the window the bank can rule for the customer, per Razorpay's dispute documentation). The connector exposes no dispute tools, so an agent's job here is narrow but useful: recognise a "my bank reversed this" or "I raised a chargeback" ticket, attach the matching payment as an internal note, and escalate it to the team that contests disputes rather than attempting to resolve it. Disputes are a money-and-deadline workflow that belongs with a human; the agent's value is catching them early and routing them with context attached.

Cost: what a payment lookup runs you

Macha bills in credits, charged per AI action — not per ticket and not per "resolution." The model you assign to the agent sets the rate: 0.5 to 9 credits per action depending on the model, with the default GPT-5.4 Mini costing 1 credit. A Razorpay lookup-and-reply is usually a small handful of actions (read the ticket, call one or two Razorpay tools, post the reply), so the per-ticket cost is low and entirely predictable. Plans come with a monthly credit allotment; you can start on a 7-day free trial, no credit card required and see exactly what your real ticket mix costs before committing. Full tiers are on the pricing page.

Setting it up

The flow is short:

1. Connect Razorpay — in Macha, open Connectors, pick Razorpay, and paste an API key scoped to read payments and customers.
2. Build (or pick) an agent — give it clear instructions for payment/billing tickets and attach your refund-policy knowledge source so replies are grounded in your policy, not just gateway defaults.
3. Grant the Razorpay tools — check Get Payment, List Payments, List Orders and Get Customer in the tool picker.
4. Set the helpdesk trigger — fire the agent on payment-tagged tickets or your billing brand in Zendesk/Freshdesk/Gorgias/Front.
5. Start in draft mode — let the agent draft replies for an agent to approve for the first week. Once you trust the payment lookups, flip the ones you're comfortable with to auto-send.

The Macha docs cover connectors, agents and triggers in full if you want the step-by-step.

When to use it (and when not to)

Reach for the Razorpay connector when: a meaningful slice of your tickets are "where's my payment / refund / charge" questions, your payments run through Razorpay, and your agents are losing time hopping into the Razorpay dashboard to answer them.

Don't reach for it when: you need agents to issue refunds or create charges autonomously (that's Stripe today, not Razorpay), or when your payment volume is so low that a manual dashboard check a few times a day is genuinely fine. The connector earns its place on volume and repetition, not novelty.

FAQ

Does Macha replace Razorpay or my helpdesk? No. Macha is an AI agent layer that sits on top of your helpdesk (Zendesk, Freshdesk, Gorgias, Front) and reads from connected tools like Razorpay. It orchestrates; it doesn't replace either system.

Can a Macha agent issue a Razorpay refund automatically? No. The Razorpay connector is read-only — Get Payment, List Payments, List Orders, Get Customer. An agent can find the payment and explain the refund status and timeline, but a human issues the refund in the Razorpay dashboard. For programmatic refunds, the Stripe connector supports Create Refund.

What triggers the agent to look up a payment? Your helpdesk does — for example a new Zendesk ticket with a payment tag, or a customer reply. Razorpay itself doesn't push events into Macha; the trigger logic lives on the helpdesk connector.

How long do Razorpay refunds take, so the agent can set expectations? Razorpay's normal refunds typically settle in 5–7 working days to the original payment method; UPI payments may qualify for Instant Refunds that reflect within roughly 24 hours, per Razorpay's documentation. The agent can quote the specific method from the payment record.

What does a Razorpay lookup cost in credits? Credits are charged per AI action — 0.5 to 9 per action by model, default GPT-5.4 Mini at 1 credit. A typical lookup-and-reply is only a few actions. See pricing.

Which helpdesks does this work with? All of Macha's supported helpdesks — Zendesk, Freshdesk, Gorgias and Front. The Razorpay tools attach to an agent regardless of which helpdesk fires the trigger.

Start with one billing queue

You don't have to automate every payment ticket on day one. Connect Razorpay, point one agent at your refund-status queue in draft mode, and watch how often "where's my refund?" resolves itself with the real transaction attached. Start a 7-day free trial, no credit card required, or read the Razorpay integration page for the connector details.

Written by Abbas (Customer Support & AI, Macha) · Reviewed by Ankeet Guha (Co-founder & CTO) · Published 2026-06-24 · Last updated 2026-06-24.