Seamless payments + fast support = better conversions & happier customers.
Every 1% improvement in payment success rate directly increases your revenue. In India, where UPI dominance, COD complexity, and gateway downtime create unique challenges, your payment and support infrastructure decides whether a visitor becomes a customer — or a lost sale.
UPI timeouts, card declines, and OTP failures cause 15-25% of attempted payments to fail — customers leave and never return.
Taking 7-15 days for refunds when customers expect 2-3 days. Every delayed refund becomes a negative review and social media complaint.
Showing COD to every customer means 25-35% RTO on those orders. But removing COD entirely kills conversion for Tier 2/3 India.
No ticketing system, no priority routing, no canned responses. Your team answers the same 20 questions manually every day.
Paying 2.36%+ on every transaction because you're on default Razorpay pricing instead of negotiated volume rates.
When Razorpay is down, you lose all orders. No backup gateway, no smart routing to maximize payment success rates.
Multi-gateway setup with Razorpay, PayU, and Cashfree for automatic failover. Smart routing sends UPI to the gateway with highest success rate, cards to the best processor. UPI-first checkout flow optimized for Indian mobile users.
Intelligent COD display rules — hide COD for high-RTO pincodes, show partial prepay (₹50-100), offer ₹50 prepaid discount. Integrates with GoKwik for buyer intent scoring to reduce COD while maintaining conversion.
Automated refund processing with WhatsApp confirmation, real-time refund status tracking, and instant store credit option (40% of customers prefer credit over refund when incentivized). Reduces refund time from 7 days to 24 hours.
Freshdesk or Zoho Desk setup with ticketing, SLA timers, canned responses, and priority routing. WhatsApp Business API integration for instant support. Knowledge base with self-serve answers for common queries.
Server-side retry logic for failed UPI payments, smart OTP handling, and tokenization for repeat customers. Typically improves payment success rate from 75% to 92%+ — directly increasing revenue.
SOP-based training for your support team — handling refund requests, delivery complaints, product exchanges, and escalations. Includes response templates, empathy scripts, and KPI dashboards.
We analyze your current payment success rates, failure reasons, refund timelines, and support ticket volume. Identify the biggest revenue leaks and customer pain points.
Integrate primary + backup payment gateways with smart routing. Configure UPI-first checkout, COD optimization rules, and payment retry logic for failed transactions.
Set up Freshdesk or Zoho Desk with ticket categories, SLA rules, canned responses, and WhatsApp integration. Create a customer-facing knowledge base for self-service.
Train your support team on the new system, response protocols, and escalation paths. Provide SOPs for every scenario — refunds, exchanges, delivery issues, and product complaints.
Weekly review of payment success rates, refund timelines, and support SLAs. Continuous optimization of routing rules and support workflows based on real performance data.
Primary payment gateway
Backup gateway
UPI & payouts
COD optimization
Support ticketing
Helpdesk system
Instant support
WhatsApp automation
98%
Payment Success
<2hrs
Response Time
85%
Issue Resolution
