Razorpay is one of India’s leading full-stack financial technology companies, powering the way businesses move, manage, and grow money. Founded in 2014 by Harshil Mathur and Shashank Kumar with a simple vision - to simplify payments for Indian businesses - we’ve since grown into a fintech powerhouse driving India’s digital payment revolution.
Razorpay powers millions of businesses with a smarter, scalable stack that goes beyond transactions to help them truly build and grow.
From building AI-native agentic payments, to AI-assisted fraud detection and real-time risk intelligence to automated reconciliation, smart payouts, and predictive financial insights, we are embedding intelligence across our stack to make money movement faster, safer, and more efficient. In close collaboration with ecosystem partners - including banks, networks, regulators - we are pioneering industry-first solutions that are shaping the next era of fintech
Across India, Singapore and Malaysia, our products span everything from seamless checkouts to payroll automation - powering a fintech ecosystem that’s redefining how money moves across Asia.
Today, that ecosystem supports everyone from early-stage startups to some of India’s largest enterprises, enabling them to accept, process, and disburse payments at scale while expanding into new ways of managing money more efficiently.
Our scale speaks volumes: Razorpay processes $180+ billion in annualized transactions, powering leading businesses like Airbnb, Facebook, WhatsApp, Airtel, CRED, BookmyShow, Zomato, Swiggy, Lenskart, Mirae Asset Capital markets, Indian Oil, National Pension Scheme - and over 100 of India’s unicorns. With strong roots in India and growing operations in Southeast Asia, we are shaping the next chapter of financial technology across the region.
We are backed by global investors including GIC, Peak XV Partners (formerly Sequoia Capital India & SEA), Tiger Global, Ribbit Capital, Matrix Partners, MasterCard, and Salesforce Ventures, having raised over $740 million to date. Strategic acquisitions - including Ezetap (POS and offline payments), Curlec (Malaysia expansion), BillMe (digital invoicing), and POP (rewards-first UPI) - along with earlier moves in fraud prevention, payroll, and lending, have further strengthened our platform and widened our footprint across Asia.
But what truly sets Razorpay apart is our culture. At Razorpay, ownership is our oxygen - you own what you build, with no micromanagement or red tape, just the runway to make your ideas fly. Learning is a lifestyle - if you’re curious, you’ll feel at home here. People > Pedigree - we hire for attitude, hustle, and hunger more than degrees. Transparency thrives over titles - this is where interns question CXOs and CXOs say “thank you.” Guided by our values of Customer First, Autonomy & Ownership, Agility with Integrity, Transparency, Challenging the status quo and a strong belief that Razorpay grows with Razors, you’ll be part of a 3000+ strong team building not just products, but the financial infrastructure of the future.
Role Summary
We are looking for a detail-oriented Analyst to join our UPI Acquiring Chargeback Operations team.In this role, you will own the end-to-end lifecycle of UPI chargeback cases — from initiation through resolution — by working directly on the URGCS portal. You will collaborate cross-functionally with banks and internal teams to protect Razorpay’s acquiring interests while delivering fair and timely outcomes.
Key Responsibilities
1. URGCS Portal Operations
Log in to and navigate the URGCS portal daily to monitor, pick up, and action chargeback cases across all dispute types.
Submit chargeback representments, pre-arbitration responses, and arbitration filings within NPCI-mandated timelines.
Track case statuses end-to-end and ensure no case breaches the response deadline.
Download and organise portal reports; maintain a daily tracker for open, pending, and closed cases.
2. Chargeback Types Handled
Fraudulent / Unauthorised Transactions — validate and compile fraud dispute evidence packets.
Technical Disputes (duplicate charges, incorrect amounts, processing errors) — gather transaction logs and switch-level confirmations.
Merchant Disputes (non-delivery, service/quality issues) — coordinate with merchant for proof of fulfilment.
Consumer Disputes — verify refund status, settlement records, and communicate resolution to the issuer.
Pre-arbitration & Arbitration — prepare case files and coordinate with the acquiring bank and NPCI.
3. Evidence & Documentation
Collect, review, and compile evidence (transaction receipts, screenshots, settlement data, merchant responses) to build strong representment cases.
Ensure all supporting documents meet NPCI format and content guidelines before portal submission.
Maintain a structured repository of case files for audit readiness.
4. Merchant & Stakeholder Coordination
Reach out to merchants proactively to obtain dispute documentation within internal SLAs.
Liaise with the acquiring bank’s chargeback desk for portal escalations or technical issues.
Update merchants and internal stakeholders on case progress and outcomes.
5. MIS & Reporting
Prepare daily, weekly, and monthly MIS reports on chargeback volumes, win rates, recovery amounts, and TAT adherence.
Identify trends in dispute reasons and flag recurring issues to the team lead.
Contribute data for monthly business reviews and NPCI compliance reporting.
6. Process Adherence & Improvement
Follow all NPCI chargeback operating procedures and Razorpay internal SOPs.
Flag process gaps or portal issues and propose solutions to improve efficiency or win rates.
Support UAT and onboarding activities whenever URGCS portal features are updated.
Required Qualifications & Skills
Education
Bachelor’s degree in Commerce, Finance, Business Administration, or a related field.
Experience
Analyst: 1–3 years of hands-on experience in UPI chargeback operations, preferably on the acquiring side.
Technical & Domain Skills
Working knowledge of the URGCS portal or willingness to learn it immediately upon joining.
Understanding of the UPI ecosystem — NPCI rules, chargeback reason codes, dispute TATs, and representment guidelines.
Proficiency in MS Excel / Google Sheets for MIS, data reconciliation, and tracker management.
Ability to read and interpret transaction logs, settlement files, and switch reports.
Familiarity with acquiring bank processes and NPCI circulars related to dispute management.
Soft Skills
High attention to detail — accuracy in case data and documentation is non-negotiable.
Strong written communication for drafting representment narratives and merchant correspondence.
Time management — ability to prioritise a high-volume queue and meet strict portal deadlines.
Problem-solving mindset with a proactive approach to dispute resolution.
Ability to collaborate effectively with merchants, banks, and cross-functional internal teams.
Good to Have
Prior experience working on the URGCS - UPI portal.
Exposure to other payment dispute platforms (Visa VROL, Mastercard MATCH, RuPay dispute system).
Knowledge of PCI-DSS, RBI guidelines on payment aggregators, or NPCI operating guidelines.
Experience with ticketing or case management tools (Freshdesk, Jira Service Desk).
Skills Required
- Bachelor's degree in Commerce, Finance, Business Administration, or related field.
- 1-3 years experience in UPI chargeback/dispute operations (acquiring side preferred).
- Working knowledge of or willingness to learn the URGCS portal immediately.
- Understanding of the UPI ecosystem, NPCI rules, chargeback reason codes, dispute TATs, and representment guidelines.
- Proficiency in MS Excel or Google Sheets for MIS, reconciliation, and tracker management.
- Ability to read and interpret transaction logs, settlement files, and switch reports.
- Familiarity with acquiring bank processes and NPCI circulars related to dispute management.
- High attention to detail and strong written communication for drafting representment narratives and merchant correspondence.
- Time management and ability to prioritise a high-volume queue to meet strict portal deadlines.
- Ability to collaborate effectively with merchants, banks, and cross-functional internal teams.
- Prior experience working on the URGCS / UPI portal.
- Exposure to other payment dispute platforms (Visa VROL, Mastercard MATCH, RuPay dispute system).
- Knowledge of PCI-DSS, RBI guidelines on payment aggregators, or NPCI operating guidelines.
- Experience with ticketing or case management tools (Freshdesk, Jira Service Desk).
Razorpay Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Razorpay and has not been reviewed or approved by Razorpay.
-
Inclusive Benefits Coverage — Health coverage extends to LGBTQIA+ and live‑in partners and has added gender‑affirmation and infertility care; feedback suggests this breadth is valued. Recent expansions also include siblings and adopted or third children, with co‑pays removed for immediate family.
-
Parental & Family Support — Policies highlight generous maternity and paternity leave alongside bereavement and sabbatical options; feedback suggests these supports are meaningful for families. A Family Assurance policy provides financial protection and accelerates ESOP vesting in worst‑case events.
-
Equity Value & Accessibility — Equity programs include broad‑based ESOP grants and a track record of buybacks creating real liquidity; feedback suggests this strengthens perceived total compensation. Company‑wide allocations signal accessibility beyond senior cohorts.
Razorpay Insights
What We Do
Power your finance, grow your business. Razorpay is India’s first full-stack financial solutions company. We are on a mission to enhance the payment experience of over 300 million end consumers. And in doing so, we aim to enable Indian businesses - big and small - accept payments digitally with minimal effort and maximum ease. Razorpay has grown from being a payment gateway provider to a solutions-driven organization boasting of an extensive products suite to accept and disburse payments as well as raise capital and park money. In a nutshell, we fit into every nook and corner where your business touches money. #OutgrowOrdinary We identify ourselves as disruptors in the digital payments space and our vision is to power the financial ecosystem for other disruptors. Like attracts like and Razorpay actively looks to partner with established companies and startups that have either broken the glass ceiling in their industry or are set to. The Razorpay Product Suite today comprises verticals, along with Payment Gateway, like Payment Links, Payment Pages, Subscriptions, Smart Collect, Route, Razorpay Capital, RazorpayX, Payroll and Thirdwatch. Razorpay was started in 2014 by two IIT Roorkee alumni, Harshil Mathur and Shashank Kumar. Just a short few years later, Razorpay has evolved into a 800-odd strong organization with some of the best talents in the country helping some of the best companies manage their money movement seamlessly. Certified cool We are a bunch of spirited, ambitious and fun folks. And no, we’re not saying this ourselves--leading institutions have recognized Razorpay for the high trust and high-performance culture that we maintain. Our strength lies in the people we are and we go to great lengths to nurture a family of coders, designers, sellers, marketers, analysts, writers, runners, photographers, gamers, tinkerers, and above all, people who are dreamers and doers at the same time. Be a part of our exciting journey.
.png){kind=logo}
