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Nerve Centre KPIs · Audit Profile · Sentiment Settings Razorpay state matters when it’s tied to captured revenue and checkout friction. This audit answers: (1) is the API key pair valid and the environment (test/live) correct, (2) is the success rate holding and which rail (UPI / card / net-banking) is driving declines, (3) are refunds, chargebacks, disputes and settlement timing under control, and (4) does payment friction map to lost revenue and support load via the commerce + support siblings.

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What this audit checks

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Authentication & access

  • Key pair valid (Basic auth probe on /v1/payments?count=1)
  • Key environment matches intent (rzp_live_ in production, rzp_test_ in sandbox)
  • Key has read scope for payments, settlements, refunds and disputes

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Transaction health

  • Success rate below 90%
  • Decline rate above 8% (and which error_reason codes dominate)
  • A payment method authorising below 85% (rail-specific breakage: UPI vs card vs net-banking)
  • 3DS / OTP challenge abandon rate above 30% (added friction / abandonment risk)

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Refunds & disputes

  • Refund rate above 8% of volume
  • Chargeback rate above 0.9% (network monitoring-programme threshold)
  • Dispute rate above 1%
  • Disputes approaching respond_by deadline with no evidence submitted

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Settlement timing

  • Average settlement time above 5 days (cash-flow risk vs T+2/T+3 schedule)
  • Oldest pending payout above 5 days
  • A settlement in failed status

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Cross-channel: payments-to-revenue (the killer area)

  • Failed-payment shoppers opening support conversations (sibling support_helpdesk) - friction driving support load
  • Razorpay captured volume vs commerce-sibling order revenue mismatch > 2% (reconciliation gap)
  • Refund spike correlated with a commerce returns spike in the same window
  • Decline-rate spike during a campaign push (paying for traffic that can’t pay)

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Data sources

  • GET https://api.razorpay.com/v1/payments - Volume / success / decline / method mix / decline reasons
  • GET https://api.razorpay.com/v1/settlements - Settlement timing / pending payout age
  • GET https://api.razorpay.com/v1/refunds - Refund rate / refund volume
  • GET https://api.razorpay.com/v1/disputes - Dispute rate / chargeback rate / reason mix