Turn an assisted order into a payment request you can reconcile.

Order scope

Use assisted payment only when the basket is settled.

Confirm the product, variant, quantity, delivery location, discount, tax treatment, shipping charge, and final payable amount before creating the link. For a Shopify or WooCommerce business, keep the store record as the source of order and stock truth. The WhatsApp thread should summarize the order rather than becoming a second catalogue database.

Reference design

Carry one order reference into Razorpay.

Create the hosted Payment Link with a description the customer recognises and an internal reference the operations team can trace. Keep the provider link ID and the store order or assisted-order reference together. That pairing is what lets support answer a later question without searching by phone number or guessing from the amount.

• Use one stable order reference within the provider's reference-length limit.
• Do not expose internal notes or sensitive customer data in the payment description.
• Set expiry according to the business rule for price and stock validity.

Customer message

Send enough context to make the payment request recognisable.

The WhatsApp message should show the business name, concise order summary, payable amount, order reference, link expiry, and what happens after payment. The customer opens Razorpay's hosted page to pay. Avoid urgency that is not tied to a real stock or price deadline.

Paid path

Move to fulfilment only after verification.

Use the signed and deduplicated paid event as the normal signal. When the state is uncertain, read the specific Payment Link or payment before releasing the order. A customer screenshot, a message saying paid, or a return to the chat is not a financial confirmation.

• Match the provider reference to the intended order.
• Confirm the expected amount and final provider state.
• Hand the verified order to the store or fulfilment owner with the identifiers preserved.

Unpaid path

Treat failure, expiry, and partial payment differently.

A failed attempt can be followed by a neutral retry message when the payment request is still valid. An expired or cancelled link requires the order, price, and stock to be checked before replacement. A partially paid link needs an explicit business rule and human owner. Do not create another financial request automatically when the original outcome is ambiguous.

After purchase

Keep payment support and delivery support in the right systems.

Razorpay can answer the state of the specific link, payment, or refund record. Shopify or WooCommerce should answer the store order state, and Shiprocket should answer shipment and delivery exceptions. Joining these references gives support context without pretending one provider owns the whole customer journey.

Refund boundary

Route refund requests without promising the outcome.

The current connector does not create refunds. Support should capture the order and payment references, explain the business review process, and hand the request to the authorised team. When Razorpay later reports a refund as processed or failed, the customer message can reflect that verified provider state.