The situation with COVID-19 is changing quickly. Many of you are looking to Razorpay to uphold your business continuity plan. Others are looking to us as a potential solution—you’ve found your business unexpectedly disrupted and are wondering if Razorpay can help you restore business continuity.
We are taking this opportunity to provide more visibility and clarity into Razorpay’s business continuity strategy so you can be confident that we will be available throughout this disruption.
Razorpay has had a business continuity plan in place and It is regularly reviewed and updated, both on a periodic cadence and as needed to address significant changes.
Razorpay has implemented the following precautionary measures from our BCP plan, effective as of Monday, March 16, 2020.
System availability: Our entire infrastructure, deployed on AWS, scales automatically based on demand and does not entail any human based server management
Data protection: Razorpay has audited access management and approval workflows in place to ensure that your data is protected irrespective of our workforce being remote or not. Razorpay continues to be an ISO and PCI certified organisation and our BCP ensures that we stay that way
We have enforced a work from home policy for all our employees to limit the spread of infection among our workforce
Virtual meetings and remote work-enabled collaboration tools have always been a part of our workforce’s DNA. So, we are confident that 100% remote work will not hamper our productivity in any way whatsoever
We have also started cross-training workers and established backup arrangements up to level 3, in case critical resources fall sick, to minimize disruptions
There is no mistaking the challenges of these times. We do not yet know with certainty when the greatest risks will be behind us. But we can assure you that we are prepared to ensure that your business continuity is not affected.
At the same time, we are taking proactive steps to ensure not only our services continue uninterrupted but our teams can continue to deliver newer products and features to supercharge your business.
For any further information regarding this or any help that Razorpay can provide in these testing times, please feel free to reach out to Razorpay Support.
Do visit our website for information on how our products can help you.restore business continuity.
ZopRent strives to provide a complete holiday experience to its customers. ZopRent is an affordable, efficient solution for the first mile, last mile, short distance and long-distance commute to its customers.
The company aims to standardize service levels and deliverables to the customers and provide a unique platform to give all a level playing ground when we talk of service & deliverables.
We are currently present across 25+ cities in India with more than 10000+ vehicles registered on the platform. Avinash Mohanty, Head of Sales & Marketing, ZopRent
How ZopRent uses Razorpay
To uphold their vision successfully, one of the essential things in consideration was, of course, a flawless payment experience. Because traditional banks were a no-go when it came to diverse payment options.
We wanted to offer our customers a seamless booking experience and its not possible without an excellent payment gateway which provides a lot of payment modes without any hassles. Banks were offering the same but did not give the option to pay through other methods – Thus Razorpay. Avinash Mohanty, Head of Sales & Marketing, ZopRent
After the integration with Razorpay, ZopRent saw a significant jump in payment-related data like payment source options, day-wise breakups, settlements, charges.
Zoprent saw a spike in sales, fewer cancellations/no-shows, organized payment schedules, zero cash mishandling at HUBs, round the clock payment collection, prompt refunds, smooth integration of other vendors APIs and many more.
Q&A with Avinash Mohanty, Head of Sales & Marketing, ZopRent
What is the idea behind the birth of ZopRent?
When you talk about mass mobility, India is still at a nascent stage. Getting people to reap maximum experience at the tap of a button is the fuel that keeps us going.
How do you see your company growing in the coming years?
We are using a unique Hybrid (An amalgamation of B2B & B2C) model, which will help the company to grow in the coming years. We have just launched our operations in Thailand with close to 2000+ vehicles across various HUBs, and are currently growing at 300% Y-O-Y and aim to expand to other geographies soon.
Why did you choose Razorpay?
Excellent customer support, of course!
The team that managed our queries were prompt and well versed with the product. This piqued the interest in Razorpay while constant vendor engagement and innovation have helped us to continue with them. ZopRent shares its passion with the world using Razorpay.
We’re growing now, faster than ever, and we’re glad to have Razorpay on our side, taking care of our payments for us. The rest, as they say, is history.Avinash Mohanty, Head of Sales & Marketing, ZopRent
It has become a habit for consumers today to try and add vouchers when they order food or other items from websites and apps. It’s also common for them to add additional items to their carts to avail discounts on purchases over a certain threshold.
The power of ‘offers’ is very evident in the present-day market and businesses from all verticals are directly or indirectly benefiting from it.
Read this article to know more about offers and how you can create and run them to scale your business.
What is an offer?
An offer is an incentive you provide to a visitor or customer to make a purchase decision on your website or app. An offer can be in terms of discounts, free trials, free shipping, free additional products, etc.
Offers, in general, are one of the best ways to invite customers on your platform and to retain the existing ones.
Why should businesses run offers?
Entrepreneurs running a business understand the importance of getting customer data. Furthermore, they know that the key to increasing the lifetime value of an existing customer is by gratifying them at certain points and getting them hooked to your product or service.
Having a lucrative offer in place does wonders on all of these fronts. Here are a few points to support this:
By gratifying the user with a quality offer, you can get more data. A potential customer won’t mind sharing their contact number or their company name if you have something good to share
Running a high-value offer for a limited period of time will help you attract more customers in a short span of time, hence assisting you to leverage your business’s growth
For the latter part, to increase the lifetime value of your customer, planning the right offer at the right time can help businesses meet their targets. Here’s how:
By running a sale during a festive period when customers are on the lookout for the best price, you can hit two birds with one stone: clear your existing stock and get more eyeballs to your business
Gratifying the right set of people when they achieve a milestone like completing a year with your business ensures that the customer stays with you for longer
What are the different types of offers?
Most of the existing offers in the market are self-explanatory by their names. Here’s a list of the most popular offers:
Now that you know the prerequisites of offers and how they can help you scale your business, it’s time you know how you can run an offer right from the Razorpay dashboard.
You can create, run and track an offer and its performance right from the Razorpay dashboard. Follow these simple steps to get started:
Login to your Razorpay dashboard and navigate to the ‘Offers’ tab and click on ‘Create New Offer’ on the top right corner
Fill in the required details
Please note: The offer name is for the creator to keep a track of all the offers. It is for internal use only. Display text is the text that your customer (end-user) will see during checkout.
Under ‘Offer Type’, choose from the below-mentioned types depending on your requirement
Instant: Offer will be applied as soon as a user selects it
Cashback will be provided by the cashback provider as per the terms and conditions agreed with the creator
Already Discounted is to be used by the creator to keep a track of already discounted items
Enter relevant details under the ‘Discount Type’ menu
Choose where you want to run your offer: payment method, card type, bank, network, limit on card usage and so on
Set the offer validity as per the dates you want to run the offer on
Check the offer overview and agree to the terms & conditions before you make your offer live
You can track the offer by logging into your dashboard anytime
There you have it! An offer is basically a type of high-quality incentive that can help you make the best of your business from time to time. What are you waiting for? Sign up on Razorpay and get started by creating your offers now!
Online e-commerce fraud needs no introduction. With the advent of modern technology, seamless payment modes and flexible regulations, processing online purchases is getting easier by the day.
However, this also has a dark side. It has become increasingly easier for cunning fraudsters to find loopholes in order to dupe online merchants.
One such loophole is chargeback fraud, also popularly referred to as friendly fraud.
Unfortunately for us, there’s nothing friendly about friendly fraud.
What is chargeback fraud?
Chargeback fraud occurs when a consumer makes an online shopping purchase with their own credit card and then requests a chargeback from the issuing bank after receiving the purchased goods or services.
Once approved, the chargeback cancels the financial transaction, and the consumer receives a refund of the money they spent. And the tricky part? When a chargeback occurs, the merchant is accountable, regardless of whatever measures they took to verify the transaction.
What can risk analysts do about chargeback fraud?
The primary goal for a risk analyst is to identify the source of a risky online payment and mitigate ways to overcome it.
In order to do so, the analyst attempts to discover whether the order was placed by the authorized cardholder or a fraudster who’s using the legal cardholder’s information.
Seems pretty straightforward, right? That’s the case for most scenarios, but not chargeback fraud.
For this small subsection, the authorized cardholder and the likely fraudster is the same person. This is known as friendly fraud and is nearly impossible to detect in a cash-driven market like India.
Let’s now address some of the pain points that Indian business owners face while fighting chargeback fraud and the possible solutions that can be devised for the same.
What are the types of chargebacks?
Though chargeback fraud is an umbrella of different activities, in order to mitigate it, it’s important to take a step back and evaluate the different disputes that a merchant can face from a chargeback.
This is perhaps the most obvious reason for chargeback and the most common, too. A fraudulent customer used a legitimate cardholder’s information, made a purchase from a merchant and the merchant shipped the order to the fraudster. Upon reviewing their transaction statement, the authorized cardholder identifies a charge as illegitimate due to fraud and files a chargeback, requesting a refund.
In this case, when the customer places an order on the website, the merchant either never ships out the order or ships out an item that was broken or different than described. This causes the frustrated customer to file for a chargeback compensation.
A chargeback or friendly fraud is the reversal of payment made through debit/credit card by the user, which is debited directly from the bank account of the e-commerce seller. Chargeback enables the consumer to get his/her money back and protects them from fraudulent sellers online.
Under what cases can a consumer file for a chargeback?
There are numerous instances in which chargeback can be availed by the consumers from e-commerce seller. These instances include:
The Quality of the product or services received were not as advertised by the seller at the time of purchase.
The consumer claims that he/she has fallen victim to identity theft or has not sanctioned the purchase.
There has been some mistake in the Billing amount, or there are issues regarding duplicate billing of a purchase made.
The product or service purchased were not received by the consumer.
How is chargeback misused?
Chargebacks are created to protect consumers from deceitful sellers online, however, this option for refund has been grossly misused by fraudsters in recent years. Criminals have found loopholes in the chargeback process and intentionally misuse the option to swindle e-commerce businesses of millions in revenue!
A person commits chargeback fraud by authorising a credit/debit card transaction, receiving the product or service, and later filing a false chargeback request to get the item for free. Common chargeback frauds suffered by e-commerce sellers include:
The purchased product or service received is claimed to be undelivered
The original transaction authorised is claimed to be unauthorised
The genuine product or service received is claimed to be faulty or deficient
What is the extended impact of chargeback on businesses?
E-commerce sellers are hit hard by chargeback frauds in the past years with the increase in digital payments and approval of credit card purchases. Online sellers not only lose a big chunk of their revenue to chargeback frauds, but their reputation and goodwill is also damaged immensely.
The fraudulent consumers not only defraud the seller with false chargebacks but also end up leaving erroneous reviews and ratings, further injuring the business. In many cases, the bank in which the seller has its account ends up blocking the seller’s account thinking they are not genuine.
What’s the way out?
There are numerous ways through which e-commerce sellers can fight chargeback frauds; the simplest being a clear return and refund policy on the website or app. The business must keep clear records of each transaction performed, and copies of every bill or invoice sent.
A more advanced and reliable solution is to leverage technology. In the era of skyrocketing advancements and artificial intelligence, the smartest way to deal with chargeback frauds is to use fraud prevention tools that can keep a record of everything without affecting your time.
How can Razorpay Thirdwatch help you?
E-commerce fraud prevention tools like Razorpay Thirdwatch enable online platforms to detect multiple kinds of frauds and abuses, including chargeback fraud in real-time.
With AI that utilises the power of natural language processing and predictive analysis, Thirdwatch is able to detect fraud by scanning each transaction on hundreds of variables.
Razorpay Thirdwatch is a powerhouse that quarantines fake or fraudulent transactions by marking them ‘red’ and approves genuine transactions by flagging them as ‘green’ transactions. It also evaluates and maps every device through which a transaction is made, its own ‘fingerprint’ to check future transactions made through it.
E-commerce merchants need to be aware of the different frauds that cause losses and employ intelligent measures to detect and prevent them. With Thirdwatch, business owners can now focus on their growth and leave the hard labour to us!
Banking as a Service (BaaS) is yet another fintech innovation that is enabling bank and fintech collaborations. The tickler is, many of these innovations are confused for another.
We’re here today to clarify what Banking as a Service is and what it isn’t.
The banking sector has gone through somewhat of a metamorphosis in the last few years. With fintech players entering the market, this transformation has become unstoppable. Financial services are changing in a way that they’re creating new products, channels, partnerships, and opportunities. Banking as a Service plays a significant role here, at the core of it all.
What is Banking as a Service?
BaaS is an end-to-end approach that facilitates fintech companies and other third party organisations to connect with a bank’s system employing APIs. This helps organisations build innovative financial services upon the provider bank’s regulated infrastructure while enabling open banking services.
How is Banking as a Service different from traditional banking?
To understand this, let’s break down the functions of a bank – holding money, remittance, and payment processing. For banks to support these functionalities, they need to put in a ton of investment and constitute the necessary infrastructure.
The processes, along with the complex infrastructure, end up creating gridlocks. And these gridlocks are what have created an immense thought and application for fintech companies and non-bank organisations towards building financial services — partnering with banks instead of building these financial services from the ground up.
How does Banking as a Service work?
Banking as a Service allows third party organisations to draw off of the existing banking services through APIs that communicate between banks and third parties. These APIs allow the use of these banking services by fintech companies, programmers and developers, and other non-financial companies.
This allows them to build their own features as a layer on top of the existing banking services. In simple words,
Fintech company/individual pays to use BaaS
Bank/financial institution which is a BaaS platform opens its APIs
Fintech company/individual builds innovative financial services using these APIs
While fintech is growing and revolutionising the way financial services work today, there are a few key aspects that have led to the emergence of BaaS.
Banks are trying to catch up to the speed of fintech companies. Or, banks are partnering with fintech companies to innovate financial services
Startups and SMEs are starting to leverage easier and effective business banking
The digital transformation and mobile-first approach that has soared over the recent years has played a phenomenal role in influencing BaaS
Business architecture of banking is evolving to a much more modern system that is inclusive of newer tech and methodologies
Banking regulations have seen an evolution that has further promoted a healthy growth of industrialisation
How do businesses benefit from BaaS?
BaaS helps creates new sources of revenue for businesses by enabling cross-selling capabilities because of API driven facilities
With BaaS, businesses can compartmentalize business logic and data, and reduce time to build and ship apps
Businesses innovate much more by means of capitalizing on APIs of their own, along with third parties
Building products and services using API ecosystems can drastically increase Customer base
Banking as a Service vs open banking
The BaaS model is often confused with open banking since both models involve the use of APIs to communicate among banks and fintech companies. But in reality, both models serve completely different objectives.
Banking as a Service: Businesses integrate complete banking services into their products
Open Banking: Businesses use only data for their products
Industry impact of Banking as a Service
BaaS has created quite a trend in the fintech industry. Many countries around the world have seen a rise in the latest fintech buzzword – neobanks.
Neobanks help businesses manage their entire financial operations by providing more transparency and options, along with real-time capabilities.RazorpayX has enabled businesses like Cure.fit, MPL, Dunzo, and more, to make payouts at scale while keeping the costs low.
RazorpayX Current Accounts takes business banking further by including all standard banking services like debit cards, accounting statements, cheque books, and more.
Many neobanks and challenger banks looking for an alternate source of revenue have also opened their doors for other non-financial companies to use their APIs.
More than just creating a source of revenue, BaaS has also enabled legacy banks to grow a relationship with emergent as well as fintech giants. This further helps legacy banks to catch up to what some of the fintech companies are doing.
Today, India is home to the third-largest startup ecosystem (9,300 tech startups) and an abode to the third-highest number of unicorns (companies with a valuation over $1 billion). So there’s no doubt that India is an epitome of innovation, thanks to startups building solutions aimed at solving locally relevant issues. But in this era of unicorns, soonicorns and IPOs, while it’s easier to get caught up in the stories of startup successes, startup failures are becoming more common.
Albeit other reasons for this failure — ‘no market’ need or the lack of alignment among founders and investors, the biggest and most tragic reason for some promising businesses to fail within the first year or two is primarily because of not knowing how they can best manage their financial challenges.
I have sailed the same ship and witnessed other entrepreneurs who did their due diligence, created reasonable financial projections and yet struggled to pay for unforeseen expenses. In the early stages of a business, even a relatively small expense that is not accounted for in the company’s budget can make it difficult to pay bills or make payroll.
It’s important for businesses to not only think beyond just sourcing working capital for operational and day-to-day expenses but also adopt a new-age banking solution that will help the business with entire money management within the organisation, in addition to borrowing working capital.
And, if you ask, why I can’t do all of these with my existing bank, ask yourself how many business hours has your team spent on manual labour, dealing with buggy software and complex infra systems? The most important factor for Indian businesses is to have issues resolved at the first point of contact, and to receive the same level of experience and service, over and over again.
A ‘one-size-fits-all’ traditional banking solution doesn’t suit the business banking needs of new-age businesses. Therefore, the lack of an intelligent tech infrastructure has led to the birth of neo-banks. These exist to simplify banking for businesses, accelerate and supercharge every aspect of a business’s financial operations — from accepting payments and managing cash flow to reconciling transactions and flexible payouts. In its nascent stage, neo-banks are taking over the fintech industry. Let’s understand this difference better.
Access to daily financial reports and diligent insights is a norm for startups and SMEs. Unfortunately, this can take some time with traditional banks. Neo-banking is made for today’s DIY generation where everything is accessible at the customers’ fingertips. Businesses can generate reports based on specifications on their neo-banking dashboard, without banks’ intervention
While traditional banks have restricted working hours, which means, businesses are required to work within the set banking hours, neobanks help businesses integrate in just a few days and enable a 24*7 money movement facility.
It’s critical for businesses to have real-time visibility of their money movements. Waiting on a traditional bank facility to provide this information comes at the risk of losing valuable time and manpower. Using data in the right way and at the right time to inform your strategy is what neo-banking platforms are designed to look at.
This year will mark yet another significant progress in innovations in financial services. How neobanks manage obstacles like regulation and compliance, security, API integration, and how they will come together with traditional banks to build intelligent solutions will be an interesting watch for all of us in 2020.
We’re starting this article off on a happy note, basking in the success of Razorpay’s first e-commerce webinar! We had over 250 attendees from different parallels of the e-commerce industry coming together to discuss the state of today’s e-commerce fraud. For everyone who wants a second look at everything that went down and for those who want a first look because they missed it, here’s a summary of the Razorpay Thirdwatch webinar held last month.
About Razorpay Thirdwatch
Razorpay Thirdwatch is a state-of-the-art fraud detection tool with functionalities across different e-commerce parallels like Shopify, WooCommerce and Magento. Thirdwatch, with its AI-powered engine, helps merchants detect and profile fraudulent users, suspicious orders, incomplete addresses, etc. Thirdwatch also helps merchants flag suspicious orders and prevent Return-To-Origin and Cash-On-Delivery fraud.
About the speakers
Shashank Agarwal, Associate Director, Razorpay
Shashank Agarwal is the founder of Thirdwatch and is currently the Associate Director at Razorpay. The brain behind the fraud detection solution, Shashank brought Thirdwatch into the business about 3 years ago. Thirdwatch is now a full-fledged fraud detection platform with features like Buyer Action, Address Parser feature, dashboard actions, etc. Razorpay acquired Thirdwatch in August 2019.
After having spent almost 4 years in the field of risk and fraud detection, Shashank addressed the problems and impact of fraud and RTO orders in today’s e-commerce industry.
Dinesh Verma, Senior Director- Finance, Flipkart
Dinesh Verma is a risk industry veteran with an exclusive 5 years of experience heading Flipkart’s risk team. Complementing Shashank’s knowledge of fraud in micro and medium e-commerce businesses, Dinesh helped the audience get an inside look into risk and fraud in one of India’s biggest e-commerce players.
During the course of the webinar, we managed to scoop out some of the most enriching discussions between the two speakers. Here’s a condensed list of all the topics covered at the Razorpay Thirdwatch webinar.
State of today’s e-commerce industry
E-Commerce today has evolved into a trillion-dollar market with demand and competition increasing every day. With the phenomenal rise, however, came a lot of rising problems as well.
Fraud has increased 6-fold in the last 2 years and small companies are finding it increasingly difficult to get a cost-efficient solution in the market for fraud detection.
Growth of e-commerce in India vs globally
E-Commerce in India is definitely on an upward slope with thousands of businesses being introduced to the market every year. By 2034, believe it or not, Indian e-commerce is expected to surpass the US market!
However, what makes India primarily different from other countries’ e-commerce models is how cash-driven the economy is. Reports show that Cash-On-Delivery is still the preferred mode of payment for 60% of the consumers.
Due to this high preference of COD model, e-commerce merchants are faced with mounting levels of fraud, suspicious orders and impulse purchases.
This is a strong contrast to the Western market as their fraudulent activities do not occur in this way due to a strong online presence. Indian merchants must keep up with the changing times and constantly look for solutions to keep their profits afloat.
Indian merchants are faced with RTO rates as high as 30%, on average. Big players in India are faced with similar issues, too, and battle risks with a competent internal team.
Innovations in Indian e-commerce
With the changing market trends, it’s also important to keep an eye on risks that may occur. Retailers and merchants need to invest in fraud prevention techniques and also keep up with the pace of technology.
There is an increasing amount of new methods introduced to increase customer experience like voice search, Internet of Things (IoT), Augmented Reality, drone delivery, etc.
Large Indian e-commerce players are expected to bring in e-commerce innovations like drone delivery in the next few years. These are expected to pique customer interest in purchasing and most importantly, retaining the purchase.
Share of RTO in an e-commerce business
COD suits the Indian mindset and can make up to 70 percent of Indian e-commerce businesses. With smaller players, customer credibility is also in question, which can further accelerate the need to introduce COD to their business.
RTO is when orders cannot be delivered and have to be shipped back to the warehouse. This puts a significant cost burden on e-commerce firms as they lose a lot of money in shipping it back and forth.
Here’s how e-commerce companies lose money in these orders:
Forward & reverse logistics
Blocked Inventory (Items stuck in transit)
Physical Quality check and re-packaging of returned items
Increased probability of damage to fragile items, and hence more money spent in shipping them
Operations cost in processing this order
Here’s what Thirdwatch noticed- in case of COD orders, the percentage of RTO orders can be as high as 30-40 percent!
Companies often perceive these costs as “mandatory” since there’s no proper solution set in place. Companies have little choice and fewer tools to prevent RTO — they just take it as a ‘cost of doing business’.
Unique solutions like Razorpay Thirdwatch help small players battle these problems at scale while keeping costs low.
Implications of fraud in Indian e-commerce
The real implication of e-commerce fraud is the cost incurred to the merchant. Every failed or retracted order causes a heavy cost to the merchant. Just like we specified earlier, the merchant is set to lose out on a lot due to forward and reverse logistics costs, operations costs, etc.
Another fact we found out is that the merchant will not be able to resell the same product after it is cancelled and he will have to bear the losses.
How large vs. small businesses handle fraud
While both small and large companies are finding it difficult to deal with rising fraud, larger companies have it easier due to lack of funding problems.
On the other hand, smaller companies have issues of scaling and pricing when employing an exclusive solution. There are currently no solutions for small businesses other than Razorpay Thirdwatch, which helps you identify fraudulent orders in real-time.
Use of AI and ML in fraud detection and prevention
Machine Learning technology offers an attractive solution as it addresses all the challenges in preventing fraud — scale, complexity and changing patterns.
Employing Machine Learning for fraud detection
Catching digital frauds requires us to first gather the ‘Forensic Evidence’. Every user interaction leaves behind a subtle digital forensics trail like proxy IP, device ID, email address, time to order, etc.
Machine learning models combine hundreds of such innocuous parameters, which are seemingly unrelated, to identify the patterns that indicate fraud. These patterns are later used to zero down on customers who perform a fraud across different websites and make it to the blacklist.
Enriching the data
Machine learning and natural language processing are used to differentiate between real and fake addresses. This is only the beginning. Transaction and user data can be enriched by adding context to it.
For example, by adding the price of the user’s phone device or categorizing an address as five stars to one star, we turn meaningless data (Phone model) into actionable information that increases the accuracy of the red or green flag that the machine learning models generate for every transaction.
Observing the user
Fraudsters are habitual in nature. They leave similar footprints on multiple sites. Network effects can be harnessed by pooling in anonymized data to predict and prevent fraudulent behaviour. This de-incentivises and penalises fraudulent behaviour across the ecosystem.
Tips for emerging startups
Keep a regular check on your user database for any suspicious patterns
Do not go for large-scale fraud detection (with a dedicated team) if you can’t afford it
Do not be afraid to experiment with AI and ML to automate mundane tasks
Avoid blacklisting users blindly. This can affect genuine customers as well
Make sure to offer all modes for payment (and not block any) to ensure customer satisfaction
Target Tier 2 and Tier 3 cities to maximise penetration of your product
That ends the summary for the Razorpay Thirdwatch webinar. We’ve also answered all the questions that you had asked us, make sure to check it out! Below is the webinar recording too, in case you’d like to revisit the session! Please feel free to get in touch with us if you have any questions for us.
If you’re someone who’s interested in the Indian fintech industry, then you surely know of Razorpay.
Razorpay’s extensive product suite caters to accepting, processing, and disbursing payments. Founded in 2014, the journey of Razorpay over the years has been incredible, powering disruptors of all scale. With product after product, we have been able to provide the best payment solutions for all sorts of business cases, no matter how complicated or straightforward.
With over 800,000 merchants using Razorpay’s payment solutions, the biggest names in the market ride with us. Being the 7th employee at Razorpay, I’ve seen the company unfurl into a fintech superpower in India. And, I can’t be more proud to be a part of the overall growth and mission of the company.
Today, I’d like to shed some light on the most exciting product I’ve been working on – RazorpayX, our neobanking platform.
The story is interesting because it is not just about a great product that we are building, but also about how we came about it.
In 2018, we announced our entry into business banking with RazorpayX in our flagship event, FTX.
You may wonder – why?
The gap in the system
How business banking is carried out is not the most efficient way to manage finances. With traditional business banking, businesses spend way too many hours on manual labor every month, while dealing with buggy software and complex infra systems.
Several Razorpay merchants conveyed to us how their business banking experience is flawed, which got us thinking – we’ve already enhanced the payments experience. Who better to take business banking forward?
So, we validated the opportunity we had at hand and delved into some primary research. We talked to 400+ merchants to understand their experience with business banking and drew insights from our conversations.
Next, we surveyed 1,500 CxOs and gathered
64% of companies believe their payment service providers are best equipped to solve their payment challenges as opposed to banks
10x as many companies polled believe payment service providers innovate better than banks
36% of businesses believe manual dependency and reconciliation are the biggest challenges in their current money management
Our solution to bridging the gap – RazorpayX
Since we deal with many different payment flows, we wanted to create a whole new platform that would be dedicated only to building a product that would do away the challenges of business banking. We began to create a platform on which we can further build products that would ease the process challenges for businesses, like integrations with payroll software, and more.
During the early access, merchants were able to use the platform with virtual accounts. We created an entire API and dashboard payouts platform over a virtual account setup. In a few months, thousands of merchants started using it to make payouts at scale to vendors, customers, and even employees.
From then to now, the platform has gone through major upgrades.
A few use-cases for RazorpayX
Lending companies like Kissht and EarlySalary have been unable to disburse loans to their customers instantly owing to their dependencies on manual processes and cumbersome banking tech. With RazorpayX, these companies were able to disburse loans within seconds
E-commerce companies that provide multiple payment options to their customers have traditionally not been able to process refunds for all methods with equal speed owing to an inconsistent customer experience. Cure.fit, Voylla.com, and other players in the market use RazorpayX to make instant refunds to their customers, irrespective of the payment mode (including CoD)
A key component of making successful games is the process of ensuring winners get rewards, and fast. Dependencies on net-banking and manual methods were not optimal for progressive gaming companies. RazorpayX has helped companies like Mobile Premier League, RummyCulture, Pokersaints, and many more to transfer winnings immediately, and with ease
As we scaled, we realised current accounts would be integral to the product because of the growing demand to support higher volumes of transactions and superior customer experience. We wanted businesses to have the freedom to define their processes, unlike traditional current accounts.
During our event FTX 2.019, we announced RazorpayX’s expansion into current accounts, payroll, and corporate credit cards.
We built RazorpayX with Current Accounts in partnership with RBL bank and included all standard banking services like cheque book, debit card, and accounting statements. We merged these banking services along with powerful tech capabilities like API banking, approvals workflow, and insightful reports.
Next, we wanted to have a payroll system within RazorpayX’s platform. And, payroll is fragmented without a clear-cut solution, which got thinking – should we build? Should we buy? Or should we partner?
The more we thought, partnering made more sense, and we found the best company to partner with. Opfin, a payroll and HR management software company, turned out to be just right to automate the entire payroll process of a business, seamlessly.
Opfin does more than just payroll and fund transfers. It also manages tax filing and compliance via a unified platform, without having to hire any external vendors.
Ok, current account, check.
We wanted to go just one step further.
Corporate credit cards.
We’re partnering with banks and networks to build corporate credit cards from the ground up that offer immense flexibility with limited-time credit period and auto-repayment for businesses. These cards powered by our credit intelligence engine can be used to make payments towards Google Ads, Facebook Ads, AWS, Business Travel, and so much more.
So far and more
Even in early access, we’ve hit 3 billion annualised TPV serving thousands of merchants. We’re also processing over 2 lakh payouts every day, out of which 1 lakh is consumer loans.
We are perpetually endeavouring to make the RazorpayX platform more and more stable every day. We want to further grow the platform by building and integrating products that can extend to simplify business banking while providing the best possible experience to prove all businesses a viable alternative to traditional business banking.
We are constantly working towards reimagining and redefining business banking in India, and we’re looking forward to all of you joining us in our journey.
It’s interesting to note that within two years, UPI has created a league of its own. If you recall, UPI overhauled cards (debit & credit) for the first time ever in September 2019. And it continues to do so with a 44.23% contribution in January ‘20.
One of the major reasons for its massive adoption is the push from the government, multiple banks, and wallet players.
When launched in 2016, UPI was just an addition to the evolving modes of P2P payments. However, the easy, instant, and hassle-free usage has led this payment mode to become the champion of digital payments today.
This January, PhonePe is catching up to Google Pay. Let’s take a look at more numbers.
All findings in this report are based on the P2M UPI transactions made on the Razorpay platform.
It does not come as a surprise anymore to see Google Pay as the first choice for UPI transactions. Almost half (49.08%) of the total UPI transactions on Razorpay were carried out via Google Pay alone.
Close to Google Pay’s heels was PhonePe with an impressive share of 30.08%. And, in the third spot, PayTM contributed 10.21%.
The other UPI apps that did not make it as big but got some traction are ICICI, SBI, Axis, and HDFC with 1.44%, 0.38%, 0.11%, and 0.06% respectively.
Let’s also have a look as to how each of these apps grew individually. With a high spike on the charts of PhonePe and PayTM (growth of 13.6% and 17.95% respectively), Google Pay, one of the most preferred options saw a growth of 1.56% while BHIM saw the other side of the story, a decline of 3.24%.
The other UPI apps on the list were the brick and mortar banks making their way into the wall-less world. SBI saw a growth of 15%, Axis climbed up by 4.95% while HDFC saw a growth of 1.83%.
Move over, plastic money (January ’20)
While the users have given a safe corner to UPI on their screens and minds, the race between UPI and cards have gotten the most interesting spectators.
Here are some insights:
UPI contributed 44.23% of the total transactions that were made on the Razorpay platform
Cards comprised of 39.62% of the digital transactions while Netbanking stood third with a share of 9.05%
The rest of the modes were wallets (3.56%), bank transfers (2.41%), e-mandate (1.06%), and EMI (0.06%)
UPI in India – adoption and usage (January ’20)
In the effort of enabling digitalization across the nation, UPI has been a role player. In other words, UPI has easily been able to bridge through the set norms about the hassles of digital payments. The mobile-only payment option has made its way to become the primary payment option. But do you know how the individual states and cities contribute to the overall economy via UPI?
Take a look:
Karnataka gets the tag of the most digitized state yet again by making up to 24.94% of the total UPI transactions that took place across the country. Among cities, Bengaluru was the biggest contributor eating up a whopping 35.5% of the share
Maharashtra stood second in the row by contributing 15.2% with Pune contributing to 10%
Thirdly, the southern state of Tamil Nadu contributed 10.21% to the overall UPI transactions in the month of January
Note: You may wonder how Karnataka’s contribution is 24.94% while Bangalore is 35.5%. The reason is, the state split is different from the city split. We consider the whole country to provide state-wise contribution, whereas we look into top 15 cities and calculate their contribution.
UPI in the last 6 months
Now, let’s also take a look at the past 6 months to understand this game-changer.
UPI saw its biggest growth jump in the month of September 2019. This was a striking hike of 39.56%! Just once in the past six months was there a dip in UPI usage, which was in November. From December 2019 to January 2020, UPI climbed up the ladder by 6.89% marking an incredible start to the new year, setting a benchmark for UPI in the months to come.
UPI in 2020
In the upcoming months, we expect UPI to move ahead at this very pace. Being one of the most groundbreaking innovations in the payments space, UPI has come a long way from where it started.
UPI will also be a gamechanger in the recurring payments space. NPCI has announced that consumers will be able to make recurring payments through UPI very soon. We believe that this will be the next big thing to take UPI forward by leaps and bounds in 2020.
Let’s wait and see how UPI will continue to explore new grounds in the Indian payments space in 2020.
Here’s an interesting fact: More than 40% of the B2B sales made in India are given on credit! This has been the nature of business in India for a very long time. And it’s not changing anytime soon. The relative or absolute pain of chasing after payments is immense. Almost every business, big or small, endures this ordeal almost every day.
If it is one thing to close a deal with the ambivalent Indian customer, it is quite another to collect payments from him or her. It often happens that a customer or client leaves the business hanging with unrequited payment requests.
Razorpay Payment Links has been one of our earnest endeavours in trying to solve this problem. Instant links to collect payments instantly! In the last one year, we have seen a tremendous growth of our product with more than 1 crore payment links being created.
While this makes us feel proud about being able to help the smallest of businesses to the mightiest of banks collect hassle-free payments without any coding in a matter of minutes, we also know that getting payments on these links is certainly one of the most daunting challenges for them.
The typical ordeal for an MSME goes like this.
Day 0 – “Hello ma’am, we are so happy you want to buy our service, let me send out a payment link to you right now..”
Day 1 – “Hi, I hope you liked our service. Just wanted to check if you are having any difficulties in finding the payment link? Please let me know.”
Few days later
Day 5 – “Hello ma’am, for the service you had used last Friday, we still haven’t received the payment. I have resent the link to you“
Business resends the payment link
Day 6 – “Ma’am, payment is still pending”. To this, the customer says, “Can I pay you by an account transfer or UPI?” The businessman replies, “Of course, you can open the link and do so. I will also send you the account details and UPI ID additionally.”
The customer finds it difficult to find the link and sends the money via account transfer
The business spends half a day in carrying out the payment reconciliation, using the UTR of the transfer and again calls up to confirm with the customer
This is probably a softer version of what really happens. It is not unheard of for businesses to even send someone over to collect the payment in cash. While some of this is problematic owing to structural and possibly, cultural underpinnings, there is still a window of opportunity for us to deliver more value to our merchants.
Introducing reminders on Razorpay Payment Links
Payment Links will now come with automated reminders, which are orchestrated by the system based on the payment status of the link. These automated reminders will help you do the following:
Increase the number of paid invoices and links
Reduce cost and manual effort required to collect payments
Reduce the number of days taken by your customer to make the payment
You can either schedule the reminders based on the date of sending the payment link, or if you set an expiry to the payment link, you can have the reminders sent before the payment link expires. “Schedule a reminder 1 day before expiry” “Schedule a reminder the day after you send the link”
The reminders will be sent on SMS/email or on both. The reminders will be sent at a time in the day based on our analysis of the payment patterns that we have noticed across a wide range of consumers and industries.
Our merchants cited that automated reminders can complement the pursuit process in terms of the number of touchpoints through the collections process (SMSes were cited to have a better impact in this regard.) This can also be of help in nudging customers if they have been issued a link, which they haven’t paid yet. A classic example would be where a customer has expressed interest to buy but hasn’t crossed the threshold to go ahead and make the payment
We already have over a few hundred merchants sending 100,000 reminders using this product, just through organic discovery in the early rollout phase. I would suggest you go ahead and take a crack at it as well.