Razorpay - Refund not given by Razorpay

On ** November ****, I became the victim of an e-wallet fraud, in which certain unscrupulous persons defrauded me of an aggregate amount of INR **,*** through a deceptive scheme involving faking interest in an item I had placed for sale on Olx.com and then tricking me into transferring money into their account (instead of sending money to me) through the UPI system.

The funds were debited from my PayTM wallet and credited into the account of a Jaipur-based merchant called Jaishree Pay, who I understand uses Razorpay.

Please note that I have already filed official complaints with the Gurugram police and my bank (HDFC Bank) and I’m in process of filing an official complaint with PayTM and the RBI Ombudsman for Digital Transactions. Please also note that this matter is currently under investigation by the Cyber Crime Cell of the Gurugram Police and you may have been contacted by them in this regard. A copy of my police complaint is attached for reference.

The reason for writing this email to Razorpay is that on **th January, I received a call from an employee of Jaishree Pay who informed me that the INR **,*** received in their accounts had not been released to the agent using their platform since Jaishree Pay had banned that agent earlier due to other allegations of fraudulent transactions undertaken by that agent. I understand that the fraudsters who had deceived me in November were using the Razorpay platform through this merchant Jaishree Pay.

Jaishree Pay has now created two refund IDs (apparently, in my favour) for returning the money back to me. The refund IDs are as follows:

(i) rfnd_GRrw*kMxYILOLl; and
(ii) rfnd_GRrvf*ZxkpjPtA

I’ve been checking the refund status this week on https://razorpay.com/support/ but only the following messages continue to appear:

Your Refund has been Delayed

The refund for ₹ ***** done on JAISHREE PAY INDIA PVT.LTD is being processed and is taking longer than usual due to a technical issue at the bank's side.


Your Refund has been Delayed The refund for ₹ ***** done on JAISHREE PAY INDIA PVT.LTD is being processed and is taking longer than usual due to a technical issue at the bank's side.


I would now like to understand the following from Razorpay:

*. Is Jaishree Pay a legitimate merchant on Razorpay? And are the refund requests created by Jaishree Pay genuine?
*. Will I need to share my bank account details with Razorpay to receive the refund?
*. What is the nature of the technical issue that Razorpay is facing with the bank that is causing the delay in the refund? And which bank is Razorpay is dealing with (as mentioned above, my account is maintained with HDFC Bank)?

Considering that this matter involves a fraud transaction and is currently being investigated by the police, I would request your urgent attention to the above and would request you to share your responses to the above questions ASAP (including any other information that you deem fit to share in this regard).

Please note that this email is without prejudice to my rights to take legal action against Razorpay for any fraudulent or negligent acts committed by its officials and employees.