Payment Failed & Issue Resolution Policy.
At Smelloff, online payments are processed securely through Razorpay. Here is what happens if an issue occurs during payment:
1. Money debited but order not confirmed
If your bank account or UPI app shows the payment as successful but you did not receive an instant order confirmation:
- Razorpay automated webhooks and status sync usually update within minutes. Check your order on our Track Order page.
- If unconfirmed after 30 minutes, email us at info@smelloff.in or WhatsApp us at +91 93929 74031 with your Razorpay payment ID or order code, and phone number.
- We will verify the payment directly with Razorpay. If confirmed, we will approve and process your order immediately. If the transaction was not captured by Razorpay, the amount will auto-reverse to your original payment source within 5–7 working days under standard banking/NPCI guidelines.
2. Payment failed at checkout
If Razorpay or your payment app displays a "Failed" status and no amount was deducted from your account, you can safely retry checkout using any preferred payment method (UPI, cards, net banking) or choose Cash on Delivery.
3. Payment stuck in "Pending"
Pending payments typically auto-resolve within 24–48 hours. If the amount was debited and cannot be captured, it automatically reverses back to your account within 5–7 business days.
4. Duplicate payment
If you were charged twice for the same transaction, contact us with the transaction or payment IDs. The duplicate amount will be refunded directly to your original payment method within 5–7 business days.
5. Wrong amount paid
Since pricing is calculated and locked automatically through Razorpay Standard Checkout, amount mismatches are prevented automatically. For any billing questions, contact support.
Refund timeline
All verified online refunds are credited back to the original payment source via Razorpay within 5–7 business days.
Contact for payment issues
Email: info@smelloff.in
WhatsApp: +91 93929 74031
Please include your Order Code (e.g. SMF-YYYYMMDD-XXXX) and Razorpay Payment ID or UPI transaction reference so our team can immediately look up the records.
