> ## Documentation Index
> Fetch the complete documentation index at: https://razorpay-881012b3.mintlify.site/llms.txt
> Use this file to discover all available pages before exploring further.

# Troubleshooting & FAQs

> Troubleshoot common errors and find answers to frequently asked questions about Razorpay Magic Checkout.

<div style={{display:"flex",flexWrap:"wrap",alignItems:"center",gap:"0.35rem 0.9rem",border:"1px solid rgba(128,128,128,0.28)",borderRadius:"0.5rem",padding:"0.45rem 0.75rem",margin:"0 0 1.25rem",fontSize:"0.875rem"}}>
  <span style={{fontWeight:600}}>Available in</span>
  <span>🇮🇳 India</span>
</div>

## Common

<AccordionGroup>
  <Accordion title="What are the benefits of using Magic Checkout?">
    The benefits of Magic Checkout are:

    * Seamless prepaid and COD options
    * Faster checkout experience
    * Higher conversions
    * Saved customer details
    * Reduced RTOs (Return To Origin)
    * Efficient promotions
  </Accordion>

  <Accordion title="How does Magic Checkout improve conversion rates?">
    Magic Checkout boosts conversions with a streamlined UI, auto-prefilled addresses and saved payments, visible coupons, personalised payment options, trust badges and COD Intelligence to block risky orders; delivering a faster, more seamless checkout experience.
  </Accordion>

  <Accordion title="How do I check if Magic Checkout is enabled on my account?">
    Add items to your cart and click the Checkout button. If Magic Checkout is enabled, the Magic Checkout pop-up will appear instead of your regular checkout page. If this flow does not appear, raise a ticket with our [Support team](https://dashboard.razorpay.com/app/business-settings/ticket-support/tickets/merchant).
  </Accordion>

  <Accordion title="Magic Checkout is not showing up on my website - what should I do?">
    First, check if your website's theme was recently changed. If the theme is unchanged, raise a ticket with our [Support team](https://dashboard.razorpay.com/app/business-settings/ticket-support/tickets/merchant) for assistance.
  </Accordion>

  <Accordion title="How do I fix Magic Checkout after updating my website theme?">
    Raise a request with our [Support team](https://dashboard.razorpay.com/app/business-settings/ticket-support/tickets/merchant) to get this issue resolved.
  </Accordion>

  <Accordion title="How does Magic Checkout help reduce fake orders and RTOs?">
    Magic Checkout's COD Intelligence uses risk analysis to block high-risk COD orders, helping reduce fake orders and RTOs.

    To enable COD Intelligence on your [Dashboard](https://dashboard.razorpay.com/app/magic/settings/rto-reduction-setup/rto-reduction), navigate to **Magic Checkout** → **RTO Reduction Setup**. In the **RTO Reduction** tab, toggle on **COD Intelligence** and click **Enable COD Intelligence** in the confirmation pop-up modal.
  </Accordion>

  <Accordion title="Is international payments supported on Magic Checkout?">
    Yes, international payments is supported on Magic Checkout.
  </Accordion>

  <Accordion title="How do I enable COD (Cash on Delivery) in Magic Checkout?">
    On the [Razorpay Dashboard](https://dashboard.razorpay.com/app/magic/settings/cod-settings/settings), go to **Magic Checkout** → **COD Settings** → **COD Setup** and enable **COD as a payment option**.

    <Warning>
      **Watch Out!**

      This setting is not applicable for custom websites. If you are using a custom website, you can control COD directly through APIs. If you are still unable to view the COD option, contact our [Support team](https://dashboard.razorpay.com/app/business-settings/ticket-support/tickets/merchant).
    </Warning>
  </Accordion>

  <Accordion title="Is Magic Checkout available on plugins?">
    At present, Magic Checkout is available only on [WooCommerce](/docs/payments/magic-checkout/woocommerce), [Shopify](/docs/payments/magic-checkout/shopify) and Magento.
  </Accordion>

  <Accordion title="What should I do if Magic Checkout is causing conflicts with other plugins?">
    If Magic Checkout is causing conflicts with other plugins, disable any plugins that are not required. If the integration issue persists, contact our [Support team](https://dashboard.razorpay.com/app/business-settings/ticket-support/tickets/merchant) for assistance.
  </Accordion>

  <Accordion title="Can I restrict a coupon discount to first-time users?">
    No, we currently do not support restricting a coupon discount to first-time users.
  </Accordion>

  <Accordion title="Can Magic Checkout help with abandoned cart recovery?">
    Yes. [Abandoned checkouts](https://dashboard.razorpay.com/app/magic/settings/checkout-setup) are automatically recorded in your Shopify/WooCommerce dashboards and can be leveraged by your retargeting tools. You can also use the abandoned cart webhook to track dropped customers and retarget them using their contact details to recover lost sales.
  </Accordion>

  <Accordion title="How do I customise the Checkout appearance on my store?">
    You can customise the look and feel of your checkout and rearrange payment methods or instruments to suit your requirements. Refer to the [checkout settings](/docs/payments/dashboard/account-settings/checkout-styling).
  </Accordion>

  <Accordion title="How can I track Magic Checkout analytics and performance?">
    You can view Magic Checkout analytics and performance in the [Order Analytics](https://dashboard.razorpay.com/app/magic/reports-analytics/order-analytics) tab on your Razorpay Dashboard.
  </Accordion>
</AccordionGroup>

## Web

<AccordionGroup>
  <Accordion title="Can I use both live and test keys at the same time in a sandbox environment?">
    No, we do not support using live and test keys simultaneously in a staging environment. The URL configured in live mode is used for testing. If you need a specific merchant ID (MID) hardcoded for testing, please reach out to your Razorpay SPOC for assistance.
  </Accordion>

  <Accordion title="How do I enable and integrate Magic Checkout on my custom website?">
    Follow these [integration steps](/docs/payments/magic-checkout/web#integration-steps) to set up Magic Checkout on your custom website.

    <Info>
      **Handy Tips**

      This is an on-demand feature. Contact your Razorpay SPOC or our [Support team](https://dashboard.razorpay.com/app/business-settings/ticket-support/tickets/merchant) to request activation on your account.
    </Info>
  </Accordion>

  <Accordion title="Is Single Sign-On (SSO) supported?">
    No, SSO is not supported. You will need to log in explicitly on the Razorpay Dashboard using your credentials.
  </Accordion>

  <Accordion title="Why are the serviceability and coupon calls failing?">
    The calls are failing due to timeouts. If the response time exceeds 10 seconds, the request is terminated, resulting in errors.
  </Accordion>

  <Accordion title="Can I create payment offers on checkout for my customers?">
    Yes, you can provide different types of payment offers to customers on checkout. Know more about how to [create offers](/docs/payments/offers).
  </Accordion>

  <Accordion title="How can I fetch the GSTIN and order notes provided by a customer through Magic Checkout?">
    You can retrieve the GSTIN and order notes provided by a customer by querying the corresponding Razorpay order\_id. These details are available in the order notes under the keys `gstin` and `order_instruction` respectively.
  </Accordion>

  <Accordion title="How can I retrieve customer details?">
    You can retrieve customer details by querying the Razorpay order associated with the customer.
  </Accordion>

  <Accordion title="Can I configure branding-related settings for Checkout?">
    Yes, you can customise Razorpay Checkout to reflect your brand colors and logos. Know more about how to [update brand name, theme color and company logo](/docs/payments/dashboard/account-settings/checkout-styling) on checkout.
  </Accordion>

  <Accordion title="Can I make email and phone number collection mandatory or optional on checkout?">
    This is an on-demand feature. Please raise a request with our [Support team](https://razorpay.com/support/#request) to configure the email and phone number collection on checkout.
  </Accordion>

  <Accordion title="What should I do if my domain's firewall or cloud configuration is blocking requests to api.razorpay.com?">
    If your domain’s firewall or cloud configuration is blocking requests to api.razorpay.com, you need to whitelist our public IPs. Know more about how to [whitelist IPs](/docs/security/whitelists#api-ips).
  </Accordion>

  <Accordion title="How can I initiate a refund to my customer?">
    You can initiate refunds using our [Refunds APIs](/docs/api/refunds).
  </Accordion>
</AccordionGroup>

## WooCommerce

<AccordionGroup>
  <Accordion title="I am integrating with Razorpay Plugin for the first time. What are the steps that I need to follow?">
    Follow the steps given below if you are integrating with our plugin for the first time:

    1. [Create a Razorpay account](https://dashboard.razorpay.com/).
    2. [Generate the API Keys](/docs/api/authentication#generate-api-keys) from the Dashboard. Navigate to **Account & Settings** → **API Keys** (under **Website and app settings**).
    3. [Enable features on Razorpay Dashboard](/docs/payments/magic-checkout/woocommerce#step-1-enable-features-on-razorpay-dashboard).
    4. Install Razorpay Plugin: With the release of version 4.1.0, you can install the plugin directly from the [WordPress Plugin Directory](https://wordpress.org/plugins/woo-razorpay/).

    <Info>
      **Handy Tips**

      Ensure you have the PHP-curl extension installed to make network requests.
    </Info>

    5. [Enable features on WordPress Dashboard](/docs/payments/magic-checkout/woocommerce#step-2-enable-features-on-wordpress-dashboard). In addition to the other steps, scroll down to **Razorpay** under the **Payments** tab and click **Manage** to edit the settings.
       * Enable the **Payment Method**, name it Credit Card/Debit Card/Internet Banking (Displayed to your customer on the payment page).
       * Add in your `[KEY_ID]` and `[KEY_SECRET]` generated from the [Razorpay Dashboard](/docs/api/authentication#generate-api-keys).
       * Set **Payment Action** to **Authorize and Capture** to auto-capture payments. If you want to capture payments manually from the Dashboard after manual verification then set the Payment Action to **Authorize**.
             <img src="https://razorpay.com/docs/build/browser/assets/images/magic-checkout-dashboard.jpg" width="800" />

    6. Accept Live Payments.
       * Generate the `[KEY_ID]` and `[KEY_SECRET]` in the Live mode on your Razorpay Dashboard.
       * Enter the Live mode `[KEY_ID]` and `[KEY_SECRET]` in your WooCommerce store.

    <Info>
      **Handy Tips**

      [Disable the Test mode](/docs/payments/magic-checkout/woocommerce#step-3-accept-live-payments:~:text=use%20Native%20Checkout.-,Activate%20Test%20Mode,-%3A%20Enable%20Test%20mode) to accept live payments.
    </Info>
  </Accordion>

  <Accordion title="How do I enable and integrate Magic Checkout on my WooCommerce website?">
    Follow these [integration steps](/docs/payments/magic-checkout/woocommerce#integration-steps) to set up Magic Checkout on your WooCommerce website. If you are integrating with our plugin for the first time, refer to these [integration steps](/docs/payments/payment-gateway/emi²/widget/faqs#1-i-am-integrating-with-razorpay-plugin-for).

    <Info>
      **Handy Tips**

      This is an on-demand feature. Raise a request with our [Support team](https://dashboard.razorpay.com/app/business-settings/ticket-support/tickets/merchant) to get this enabled on your account.
    </Info>
  </Accordion>

  <Accordion title="How can I exclude draft orders from WooCommerce analytics reports?">
    To exclude draft orders:
    a. Click **Analytics settings** in the WooCommerce Dashboard.
    b. Navigate to the **Excluded statuses** section and select the check box for **draft orders** under the **Unregistered statuses** section.
  </Accordion>

  <Accordion title="My Webhooks are not auto-configured since I am not using the upgraded version of WooCommerce. How do I manually configure webhooks?">
    * Auto-webhook support is available from Razorpay Woocommerce Plugin v2.7.2 onwards.
    * You can configure only these events: `payment.authorized`, `refund.created` and `virtual_account.credited`.

    <Info>
      **Handy Tips**

      If you have enabled the COD option for your customers, you should manually subscribe to the `payment.pending` event.
    </Info>

    * Once you configure auto-webhook on WooCommerce, you do not have to configure it on the Razorpay Dashboard.

    To set up auto-webhooks:

    1. In the WordPress Dashboard, click **WooCommerce** and go to **Settings**.
    2. In the **Payments** tab, complete the following steps:
       * Select **Enable Razorpay Webhook**.
       * **Webhook Events**: From the list, select the events for which you want to receive notifications.
       * **Webhook Secret**: Enter the secret. This is a mandatory field as the secret is required for webhook signature verification.
    3. Click **Save Changes**.
           <img src="https://razorpay.com/docs/build/browser/assets/images/ecommerce-plugins-woocommerce-pg-events.jpg" class="click-zoom" />
  </Accordion>

  <Accordion title="How can I verify if webhooks are enabled?">
    To verify if webhooks are enabled:

    1. Log in to the Razorpay Dashboard and navigate to **Account & Settings** → **Webhooks** (under **Website and app settings**).
    2. Select the relevant webhook **URL**.
    3. On the right panel, check if the status for `payment.authorized`, `refund.created` and `virtual_account.credited` is enabled.

    <Info>
      **Handy Tips**

      If you have enabled the COD option for your customers, you should [manually subscribe](/docs/payments/magic-checkout/troubleshooting-faqs#3-my-webhooks-are-not-auto-configured-since-i) to the `payment.pending` event.
    </Info>

    <img src="https://razorpay.com/docs/build/browser/assets/images/plugin-webhook-faq.jpg" width="700" />
  </Accordion>

  <Accordion title="Can I disable Magic Checkout?">
    Yes, you can disable Magic Checkout. Once you disable Magic Checkout, your website/app will automatically fall back to your default Woocommerce Checkout experience. Follow the steps given below to disable Magic Checkout:

    1. Log in to the [WordPress account](https://wordpress.com/log-in) and navigate to **Woocommerce** → **Settings**.
    2. Click **Payments**.
           <img src="https://razorpay.com/docs/build/browser/assets/images/magic-smart.jpg" alt="Payments" width="800" />
    3. In the Payments tab, scroll down to **Razorpay** and click **Manage** to edit the settings.
           <img src="https://razorpay.com/docs/build/browser/assets/images/magic-razorpay-edit.jpg" alt="edit" width="800" />
    4. Scroll down to the **Activate Magic Checkout** field and unselect the check box to deactivate it.
           <img src="https://razorpay.com/docs/build/browser/assets/images/magic-checkout-woocommerce-disable.jpg" alt="Disable" width="800" />
    5. Click **Save Changes**.
  </Accordion>
</AccordionGroup>

## Shopify

<AccordionGroup>
  <Accordion title="How do I enable and integrate Magic Checkout on my Shopify store?">
    To enable Magic Checkout on your Shopify store, fill in the [form](https://razorpay.typeform.com/to/peQh9Pwx#name=xxxxx) and share the required details. Once you share the details, the feature will be enabled on your account within 48 working hours. After activation, follow these [integration steps](/docs/payments/magic-checkout/shopify#integration-steps) to integrate Magic Checkout on your Shopify store.
  </Accordion>

  <Accordion title="I changed my Shopify theme - how do I re-enable Magic Checkout?">
    Reach out to our support team at [magic-checkout-support@razorpay.com](mailto:magic-checkout-support@razorpay.com) for re-enablement of Magic Checkout on a different theme.
  </Accordion>

  <Accordion title="Why am I not able to view the Coupons tab on the Razorpay Dashboard?">
    Coupons is an on-demand feature. Fill in the [feature request form](https://form.typeform.com/to/aancN9td) to get this feature enabled on your account.
  </Accordion>

  <Accordion title="Can I create coupons for an international audience?">
    No, currently, we support coupons created in INR only.
  </Accordion>

  <Accordion title="How do I set up coupon codes with Magic Checkout on Shopify?">
    Follow these [steps](/docs/payments/magic-checkout/shopify/features#coupons) to configure coupon codes on your [Razorpay Dashboard](https://dashboard.razorpay.com/app/magic/coupons) for your Shopify store.
  </Accordion>

  <Accordion title="What happens to my Shopify coupons when I enable coupons on Razorpay Dashboard?">
    Coupons created on Shopify will not apply unless they are synced. To sync all coupons across different categories on Shopify:

    1. On the [Razorpay Dashboard](https://dashboard.razorpay.com/app/magic/coupons), navigate to **Coupons** → **Setup** section.
    2. Click **Sync now** next to the **Coupons from Shopify** section.
    3. Enter the **Start date** and **End date** to set the sync duration for the coupon.
    4. Click **Start Sync**.

    <Warning>
      **Watch Out!**

      Only the following coupons will be synced from Shopify: (currently, multiple collections are not synced)

      * Amount discounted on orders
      * Amount discounted on products
      * Buy X Get Y (if minimum quantity configured)
    </Warning>
  </Accordion>

  <Accordion title="Do Razorpay Dashboard coupons sync back to Shopify?">
    No, coupons created on the Razorpay Dashboard cannot be synced back to Shopify. They only work within the Magic Checkout system.
  </Accordion>

  <Accordion title="Are all the coupons created on Shopify published once synced?">
    By default, all the coupons synced from Shopify are in the `created` state. You must manually configure and publish the coupons. To publish a coupon, identify the coupon created on Shopify, click the options icon and click **View and Edit** *(if required)* or click **Publish**.
  </Accordion>

  <Accordion title="Can I restrict coupons to specific payment methods??">
    Yes, you can enable the **Enable this coupon code only for Prepaid Payment methods** option on the dashboard to disable COD payment for specific coupons, encouraging customers to use prepaid payment methods instead.
  </Accordion>

  <Accordion title="Why are my customers not able to avail the Buy X Get Y coupon?">
    In the Buy X Get Y scenario, you must convey to your customers that to use this coupon, both the X and Y products should be present in their cart. For example, if the coupon offers a discount on a cap or provides it for free only when you buy a t-shirt, both items must be in your cart for the discount to apply.
  </Accordion>

  <Accordion title="Why are my created and published coupons not visible on checkout?">
    After you publish a coupon, navigate to **Coupons** → **Setup** on the [dashboard](https://dashboard.razorpay.com/app/magic/coupons) and toggle on **Enable Coupons** option to make the coupons accessible on checkout for your customers. Click **Save settings** after which all the coupons created on Shopify will stop working immediately.
  </Accordion>

  <Accordion title="Can I edit a coupon after creating it?">
    Yes, you can edit the coupon. Navigate to **Coupons** → **All Coupons**, identify the coupon you want to edit, navigate to the options icon and click **View and Edit**.

    <Warning>
      **Watch Out!**

      Once the coupon is created, you cannot edit the following:

      * Coupon Code
      * Coupon eligibility file you upload
      * Display this coupon at checkout option
      * Coupon start date
      * Total Maximum budget
    </Warning>
  </Accordion>

  <Accordion title="What is the unavailable coupon feature?">
    The coupon will appear in a disabled state when users do not meet the cart or eligibility conditions When you enable **Display this coupon at checkout** option and then select **Enable coupon as an unavailable coupon**. Once conditions are met, the coupon automatically becomes available for use.

    <img src="https://razorpay.com/docs/build/browser/assets/images/magic-shopify-coupon-code.jpg" alt="Enter the coupon code and description" width="800" />
  </Accordion>

  <Accordion title="Can I delete a coupon?">
    You can only deactivate a coupon and not delete it. Identify the coupon you want to deactivate, navigate to the options icon and click **Deactivate**.
  </Accordion>

  <Accordion title="What is the CSV format to upload the coupon eligibility file?">
    Format:

    * Mobile number: +919000090000
    * Email id: [gauravkumar@example.com](mailto:gauravkumar@example.com)
  </Accordion>

  <Accordion title="Why am I unable to refund the full order amount when I used Razorpay offers/coupons?">
    This happens because offers/coupons created through the Razorpay Dashboard create a display mismatch between platforms:

    * Shopify shows the full order amount as captured.
    * Razorpay only captures the discounted amount (what the customer actually paid).
    * You can only refund the amount that was actually captured.

    We recommend processing refunds through the Razorpay Dashboard for accurate amounts. If you need to use Shopify, check the captured amount in your Razorpay Dashboard first, then refund only that amount in Shopify. For example, a ₹100 order with a ₹10 Razorpay offer means only ₹90 was actually captured, so you can only refund ₹90.
  </Accordion>

  <Accordion title="How is the refund processed if a customer returns a product paid partially via COD and partially online?">
    The refund process depends on the your refund policy. If approved, the refund will be processed as a standard refund, similar to the existing refund options that Razorpay offers. Know more about [refunds](/docs/payments/refunds).
  </Accordion>

  <Accordion title="How do I set up shipping profiles on Razorpay Dashboard?">
    You can configure shipping rates at product, zone and method levels for your customers. Follow these [steps](/docs/payments/magic-checkout/shopify/features#method-1-razorpay-dashboard-1) to set up shipping profiles on the [Razorpay Dashboard](https://dashboard.razorpay.com/app/magic/settings/shipping-setup).
  </Accordion>

  <Accordion title="What happens if I configure shipping settings on the Razorpay Dashboard?">
    When you configure shipping settings on the Razorpay Dashboard, these settings override any shipping configurations set up on your plugins or ecommerce platform. The dashboard settings take precedence over all other configurations.
  </Accordion>

  <Accordion title="Can I add the same product to multiple shipping categories?">
    No, each product can only belong to one shipping category. Once you add a product to a category, you cannot add it to another category within your shipping profiles.
  </Accordion>

  <Accordion title="Can I offer Cash on Delivery (COD) for specific shipping methods?">
    Yes, you can enable COD availability at the shipping method level. This allows you to selectively offer cash on delivery as a payment option for specific shipping methods while excluding it from others.
  </Accordion>
</AccordionGroup>

### Login With Razorpay (SSO)

<AccordionGroup>
  <Accordion title="What is Login with Razorpay (SSO)?">
    Login with Razorpay, powered by Magic SSO, is a single sign-on system that allows customers to log in seamlessly across the Razorpay network using OTP-based authentication. It helps merchants collect valuable user data, personalise the shopping experience and improve conversions.
  </Accordion>

  <Accordion title="Is this feature available for all platforms?">
    No, currently this feature is only available for Shopify users.
  </Accordion>

  <Accordion title="Can I choose where the login prompt appears for users?">
    Yes, you can configure the login prompt to appear:

    * On the first page a customer visits.
    * After a customer adds their first item to the cart.
    * During checkout (with the option to make login mandatory).

    Know more about [where you can display the login screen](/docs/payments/magic-checkout/login-with-razorpay#where-should-we-display-login-screen).
  </Accordion>

  <Accordion title="Can I customise how consent is collected from users?">
    Yes, you can customise how consent is collected from users. Know more about various options [to seek consent from your customers](/docs/payments/magic-checkout/login-with-razorpay#ask-consent-from-customer-for-marketing-communication).
  </Accordion>

  <Accordion title="Can I customise how the login widget looks?">
    Yes, you can customise the heading, emojis, background and button colours and fonts to match your brand. Know more about [customisation](/docs/payments/magic-checkout/login-with-razorpay#customise)
  </Accordion>

  <Accordion title="How do login rewards work?">
    Login rewards are incentives such as coupons offered to users who log in via the widget. You must create the coupon using [Razorpay Coupon Engine](/docs/payments/magic-checkout/shopify/features#coupons) and raise a request with our [support team](https://razorpay.com/support/#request) to get the feature enabled.
  </Accordion>

  <Accordion title="What is automatic customer tagging in Razorpay Magic Checkout?">
    Automatic customer tagging refers to the process where **Login with Razorpay** (SSO) feature assigns specific tags to customer profiles in your Shopify store when they log in. These tags help identify returning users, track login methods and automate retargeting campaigns.
  </Accordion>

  <Accordion title="How quickly are tags applied after a customer logs in?">
    Tags are applied in real-time as soon as the customer logs in through Magic SSO.
  </Accordion>

  <Accordion title="Will existing customer accounts get tagged?">
    Yes, when existing customers log in through Razorpay SSO, the system automatically applies the relevant tags.
  </Accordion>

  <Accordion title="Can I manually edit or remove these tags?">
    Yes, you can edit or remove these tags like any other customer tag in Shopify. However, we recommend retaining them to ensure accurate automation and segmentation.
  </Accordion>

  <Accordion title="Do these tags affect my Shopify plan limits?">
    No, customer tags do not count towards any Shopify plan limits.
  </Accordion>

  <Accordion title="Can I create my own custom tags?">
    Yes, you can create and apply additional custom tags to enhance customer segmentation.
  </Accordion>
</AccordionGroup>