Razorpay is a comprehensive online payment gateway and financial services platform founded in India in 2014. It offers businesses an easy and secure way to accept and process digital payments from a variety of sources. Its features support multiple payment methods, including credit and debit cards, net banking, UPI (Unified Payments Interface), and various mobile wallets.

How to integrate Razorpay with Freshmarketer

  • Go to Admin Settings > Marketplace Apps
  • On the Marketplace page, you can find Razorpay

  • Once you click install, the CRM will ask you to fill in your e-commerce store name. Fill in your store name and click on the “Continue” button. Once the “authorization” is successful, you will be able to install the application.

  • Once you install the application, go to Admin Settings > Marketplace Apps and click on Manage Apps
  • You will find Razorpay in the installed applications. Click on Edit settings and copy the webhook URL

  • Once you copy the webhook URL, go to your Razorpay > Accounts & Settings > Webhooks > Add New Webhooks and paste the webhook here
  • Once you paste the webhook, you have to choose the active events. We will enable only seven active events from Razorpay

Choosing Active Events for Razorpay Integration in Freshmarketer

You might notice that we only support seven active events from Razorpay within our Freshmarketer integration. This is a conscious decision based on a careful analysis of use cases, data redundancy, and the need for unique identifiers. Here's why:

Duplication of Order Events: Razorpay offers a variety of events, many of which are related to order statuses. However, if you're using an e-commerce platform like Shopify or WooCommerce, these order events are already being captured and tracked on your e-commerce platform. Including these order events in the Razorpay integration could result in redundant information. To keep your data clean and straightforward, we've chosen to exclude these order events from the supported list.

Focus on Payment Status Events: Our primary aim with this integration is to help you understand and track your customers' payment statuses more effectively. By focusing on the seven key payment status events, we're able to provide you with the most relevant and actionable insights for your marketing efforts. This approach aligns with the primary use cases our customers have shared with us.

Need for Unique Identifiers: An important factor in any data integration is the ability to connect data points accurately. Many of the other events provided by Razorpay do not include a unique identifier that would allow us to associate the event with a specific contact in Freshmarketer. Including these events could lead to inaccuracies or confusion in your data. The seven events we support all include unique identifiers, ensuring precise data mapping.

In conclusion, while it might seem like we're limiting the integration by supporting only seven events, these decisions were made to maximize the usefulness and accuracy of the data you receive. This way, you can focus on creating effective, personalized customer journeys based on reliable payment status information.



  • You must integrate your e-commerce store with Razorpay before installing the Razorpay app from the Freshworks marketplace. 

  • The custom events from Razorpay will be triggered only after the customer performs the action on your website. For example, the moment that a customer clicks on your Razorpay payment link, the events will be available on Freshmarketer.

List of events and event properties we support as part of the Freshmarketer Razorpay integration

Available as (in CRM)

Event Properties








Payment Authorized

Payment Failed

Payment Captured

Order Paid

Refund Processed

Refund Failed

Refund Created 

What are the benefits of integrating Razorpay with Freshmarketer?

With the Freshmarketer & Razorpay integration, you can:

Understand the payment status of a customer - One of the core benefits of integrating Freshmarketer with Razorpay is the ability to capture and understand the payment status of each customer. This can include whether a customer has completed a payment, has a payment pending, or perhaps has experienced a payment failure. Having this data at your fingertips can provide invaluable insight into the customer's purchasing journey. 

Customer Segmentation Based on Payment Status: Once you have a clear view of each customer's payment status, you can use this data to create detailed customer segments within Freshmarketer. For example, you might have one segment for customers who completed their purchases, another for those with pending payments, and so on. This granular segmentation allows you to better understand and cater to each segment's unique needs and behaviors, enhancing the overall customer experience.

Refund Processing and Communication: Another valuable feature of integrating Razorpay with Freshmarketer is the ability to handle and communicate refunds effectively. Once a refund is processed through Razorpay, the status can be automatically updated and tracked in Freshmarketer. This information can then trigger personalized communication to the customer, informing them about the status of their refund. This automated process saves valuable time and resources and helps maintain transparent communication with your customers. Timely and clear communication about refunds can enhance customer trust and satisfaction, fostering long-term relationships.

Triggering Personalized Journeys: the The integration also empowers you to trigger personalized journeys based on the payment status. For example, for customers who have abandoned their carts or have pending payments, you could trigger a personalized email sequence encouraging them to complete their purchase. For those who have completed payment, you might trigger a thank you message or offer a special deal on their next purchase. This level of personalization can significantly enhance the customer experience, fostering loyalty and improving conversion rates.

Let’s look at an example:

A customer adds the products on your website to their cart, goes to the checkout page, and chooses Razorpay as the payment gateway to pay for their products. But the customer has a change of heart, cancels the order, and wants a refund. 

Here is how you can execute this with the Freshamarketer & Razorpay integration:

  • Go to Segments > Create Segment > Fill in the name for your segment 

  • Click on add conditions, choose custom events, and choose the condition “Refund__Created”
  • Once you execute these conditions and click on save the segment, the new segment will be created

  • Go to Journeys > Create Journey > Fill in the journey name 

  • Choose the trigger as “added to a segment” and choose the segment name 
  • Choose the action as “Send WhatsApp” and choose the message that you want to send (For example, “A refund has been created for your order, and you will receive the refund in 5 days”)



  • Once you send out the refund, you can create another segment using the event refund__processed and send a WhatsApp communication ("Your refund is successful") to your customers

  • Click here to understand how to set up WhatsApp campaigns in Freshmarketer