¡®Trust is equal to growth¡¯, says Razorpay¡¯s CPO Khilan Haria launching India¡¯s first Buyer Protection Program at Razorpay FTX¡¯25

Picture this ¡ª you¡¯re shopping online for a sleek new smartwatch. You¡¯ve finally found the perfect one¡ªit has all the features you need, the design is spot on, and the price is just right. You hover over the ¡®Buy Now¡¯ button, but then you pause. Something doesn¡¯t feel right!

The website isn¡¯t familiar. You¡¯ve never heard of the brand before. What if they take your money and never ship the product? You recall that viral story about someone ordering an iPhone and receiving a brick instead. Doubt creeps in and a moment later, you close the tab. ¡°Maybe later!¡± you tell yourself.

Now, imagine you¡¯re a business owner. You¡¯ve spent months perfecting your product, setting up your store online, running ads, and driving traffic. Shoppers love what they see¡ªthey browse, they add to their cart, they consider the purchase¡ªbut when it comes to making the payment, they hesitate! They don¡¯t follow through! Conversions remain painfully low!

This isn¡¯t a challenge faced by a single brand¡ªit¡¯s a hurdle that countless new brands and D2C businesses grapple with every day. Even with great products and excellent service, many struggle to earn the trust of online shoppers. The impact? Low conversion rates, abandoned carts, and an increasing reliance on Cash-on-Delivery (COD) drive up operational costs and return rates (RTOs). Trust is the foundation of commerce, and in India¡¯s booming e-commerce sector¡ªexpected to hit $200 billion by 2026¡ªa staggering 60% of shoppers hesitate to prepay due to fears of fraud, defective products, or non-delivery. With e-commerce growing at an unprecedented pace in India, the need for a more secure and reliable shopping experience has never been greater.

Unveiling Razorpay Buyer Protection: Enabling trust-first, secure e-commerce transactions

Addressing the hesitation that keeps online shoppers from completing purchases¡ªand the missed revenue opportunities it creates for businesses¡ªRazorpay introduced its latest innovation to bridge this trust gap with India¡¯s first Buyer Protection Program at the 6th edition of its flagship event, Razorpay FTX¡¯25.

A single moment of doubt at checkout can mean lost sales for businesses and frustration for customers. Razorpay¡¯s Buyer Protection eliminates this uncertainty by offering a money-back guarantee at checkout, ensuring every transaction is secure and dispute-free. This not only instills confidence in shoppers but also empowers businesses to scale without the fear of trust-related barriers. Now, customers using Razorpay Checkout can activate Buyer Protection with a single click, ensuring a 100% refund for non-delivery or defective pre-paid orders, knowing their purchase is protected. Meanwhile, D2C brands and SMBs benefit from higher conversions, enhanced credibility, and minimized fraud risks. Seamlessly integrated into Razorpay Checkout, this feature eliminates purchase hesitation, driving a 30% increase in completed orders and a 5X surge in add-to-carts. By promoting prepaid payments, it also helps businesses combat COD-related fraud and significantly reduce costly return-to-origin (RTO) losses.

Speaking at the launch, Khilan Haria said, "When shoppers feel secure, everything shifts. No more hesitation. No second-guessing. No abandoned carts. In a market as dynamic as India¡¯s, where e-commerce is growing at an unprecedented pace, trust is the difference between a lost sale and a loyal customer. In the fast-evolving digital economy, Trust is equal to Growth, and at Razorpay, we¡¯re committed to empowering businesses with the right tools to build this trust, drive growth, and unlock their full potential.¡±

Redefining the Future

With Razorpay Buyer Protection, the company is redefining the future of digital commerce¡ªone where trust is no longer a barrier but a catalyst for growth. By prioritizing security, transparency, and seamless transactions, Razorpay is empowering businesses to thrive in an era where consumer confidence is paramount. As India¡¯s e-commerce landscape continues to evolve, innovations like these will play a crucial role in shaping a more reliable, fraud-free shopping experience. The future of online retail isn¡¯t just about payments¡ªit¡¯s about building trust, fostering loyalty, and unlocking limitless possibilities for brands and shoppers alike.