Browser extension must be active. Get email + password.
3
Enter credentials
Type or auto-fill via NordPass
4
Open Authy — get OTP
Two-factor authentication is mandatory. No exceptions.
5
Enter OTP → Continue
Access granted to transaction dashboard
You need both NordPass (credentials) and Authy (OTP). Don't attempt login without both ready.
What to collect first
Method
Required info
All methods
Date, amount, currency, email, bank screenshot
PIX
CPF/CNPJ (mandatory)
Card
First 6 + last 4 digits
Net banking
Bank name, transaction ref, account holder
Wallets (OXXO…)
Provider, transaction ID, linked phone
Search steps in dLocal
1
Select correct reseller
Brazil → Hostinger Brazil | Argentina (ARS) → Hostinger Argentina
2
Set date range
Use ±1–2 day buffer — timezone differences matter
3
Search by email or CPF/CNPJ
Verify: amount, date, method, currency all match
4
Copy Order ID → paste into CRM
Locate the account and link the payment
What is Error 12?
An automated fraud detection rejection. Customer sees: "The payment was rejected due to security concerns." Does not always mean the customer did something wrong.
Qualifies for whitelist?
✅ Account age 3+ months
✅ No suspicious domain patterns
→ Use Client Whitelist Tool → document in CRM
Does NOT qualify?
Do NOT whitelist → Create Jira with full account info → Inform customer it's under investigation
Never say "fraud" or "flagged" to the customer. Say: "A technical issue on our end."
Communication
Situation
Say
Qualifies
"We've resolved the issue. Please try again."
Doesn't qualify
"We're investigating and raised it with our team."
Still fails after whitelist
"Let's try a different payment method."
Module 3 — Razorpay
Razorpay — India Only
India's payment ecosystem is unique. Razorpay handles all of it — always in INR.
Supported methods
Method
Examples
UPI ⭐ Most popular
Google Pay, PhonePe, Paytm, BHIM
Cards
Visa, Mastercard, RuPay, Amex
Net Banking
SBI, HDFC, ICICI, Axis + 50 more
Digital Wallets
Paytm, Mobikwik, Freecharge, Ola Money
CRM identifiers
razorpay(razorpay)
Always INR. Always India. Cannot be found in ProcessOut.
Expect the majority of Razorpay tickets to involve UPI — it's by far the most used payment method on Hostinger India.
UPI is India's instant bank transfer — like PIX for Brazil. Real-time, mobile-first, everywhere.
1
Ensure NordPass is active
Browser extension logged in and ready
2
Navigate to login URL
https://accounts.razorpay.com/auth/ — NordPass auto-detects the form
3
Credentials auto-fill → login
No Authy OTP required unlike dLocal
Unlike dLocal, Razorpay does NOT require Authy OTP. NordPass auto-fills everything.
If NordPass doesn't auto-fill: click extension → search "Razorpay" → click saved credentials. If missing → contact #success-billing-inbox.
For hostinger.in — wait 48 hours after customer reports the issue before investigating. Regional processing time applies.
Collect first
Method
Required
UPI
Mobile number, payer VPA, UPI transaction ID
Card
First 6 + last 4 digits, ARN, RRN
Net banking
Bank name + transaction reference
Wallet
Provider, transaction ID, linked phone
Transaction statuses
Status
Action
Captured
Link to CRM → Unauthorized Charges Guide
Failed
Inform customer, ask to retry — no refund
Pending
Ask customer to wait 48–72 hours
Refunded
Confirm details, provide proof if needed
💡 For UPI, phone number is more reliable than email as a search term.
A failed payment was never captured — no funds were taken. Common reasons:
Incorrect UPI PIN
Insufficient funds or wallet balance
Net banking session timeout
Bank server downtime
Payment limit exceeded
Card declined by issuing bank
If status shows Failed but customer's bank shows a debit — that's a temporary authorization hold, not a capture. Advise it will clear within 5–7 business days.
Module 4 — Troubleshooting
Why Payments Get Stuck
Diagnose before you respond — there's no single answer.
Common causes
Cause
Who owns it
Insufficient funds, credit limits
Customer's bank
Failed 3DS / wrong OTP
Customer/bank
PSP outage, network error
Gateway
Fraud flag (AI — can be false positive)
Gateway
Wrong card details, bad currency
Data mismatch
Active chargeback
Blocks refunds
ProcessOut error codes
Code
Meaning
card-no-money
Insufficient funds
card-security-violation
Failed 3DS, CVV, or security check
card-declined
Generic decline from issuing bank
card-expired
Card expiration date passed
card-invalid
Invalid card number or details
Refunded
Payment captured then returned. Checkout.com → share ARN. Other gateways → Billing T2 for Proof of Refund.
Voided
Authorization cancelled before capture. No funds taken. Bank hold clears in 5–7 business days automatically.
Module 4 — Troubleshooting
Ravelin Payment Block
AI-based fraud prevention. Must confirm it's actually Ravelin before acting.
Step 1 — Confirm it's Ravelin
In ProcessOut → transaction page → scroll to Routing section.
A Ravelin block shows both:
Status
Blocked
Routing
Ravelin (only)
Step 2 — Check account age in CRM
New = less than 1 year old Old = 1 year or more
Step 3 — Take action
New account (< 1 year)
1. Request card photo — first 6 + last 4 visible, CVC covered
2. If virtual card → bank statement or payment proof
3. Create Jira ticket in Sales repository
Old account (1+ year)
Create Jira ticket directly — no additional documents needed. Team will assess whether Ravelin can be disabled.
Never use "fraud" or "flagged" language with the customer.
Module 5 — Communication
What to Say vs Avoid
Reassure first, solve second. Customers are anxious about money.
Situation
✅ Say this
❌ Avoid this
Payment declined
"There was an issue processing this payment. Your bank may have more details."
"Your card was rejected."
Security violation
"Please try again and complete any authentication your bank requests."
"Your card failed the security check."
Insufficient funds
"It looks like there was an issue processing this payment. Your bank may have more details."
"You don't have enough money."
Refund delayed
"Refunds typically take 5–10 business days. I'll keep you updated."
"I don't know when it'll arrive."
Fraud flag / Error 12
"There was a technical issue on our end. Please try again."
"Your payment was flagged as fraud."
Chargeback blocking refund
"An active dispute is preventing the refund. Please resolve it with your bank first."
"We can't refund you."
Voided transaction
"No funds were captured. Any hold will clear within 5–7 business days automatically."
"Your payment was cancelled."
Payment not yet found
"Your money is not gone — we're tracing it. I'll update you as soon as we confirm."
"I have no idea where your money is."
PCI Compliance — never request: Full card numbers · CVV/CVC · Full bank account numbers · Passwords · UPI PIN Only request: first 6 + last 4 digits. Bank screenshot only as valid proof. SMS/email confirmations not accepted.
Module 5 — Escalation
When & Where to Escalate
Know the right channel before you need it.
#success-billing-inbox
Quick questions, no gateway access needed. Fast back-and-forth with billing team.
Back Office Ticket #t2-created-billing
Formal escalation to Billing T2. Proof of Refund requests. Complex cases.
⚠️ Payment not found after all search methods
⚠️ Status unclear or contradictory
⚠️ Complex chargeback disputes
⚠️ Suspected fraud
⚠️ POR needed for non-Checkout.com refunds
⚠️ Ravelin block (new account)
⚠️ Pending payment over 72 hours
⚠️ Error 12 — customer doesn't qualify for whitelist
Razorpay transactions cannot be escalated via ProcessOut. If CRM shows razorpay(razorpay), switch to the Razorpay dashboard first.
Knowledge Check
Quick Quiz
Let's see how much stuck.
Summary
Quick Reference Cheatsheet
Everything in one place.
Gateway → Dashboard
dlocal CC
ProcessOut or dLocal
PIX_apm
dLocal
Checkout CC
ProcessOut
razorpay(razorpay)
Razorpay only
PayPal
ProcessOut
Empty column
Invoice → Chargebee → Tx ID
PIX rule
Always needs CPF or CNPJ — no exceptions
Razorpay wait time
hostinger.in → wait 48 hours before investigating
Key rules
🔐 NordPass + Authy both needed for dLocal
⚡ Razorpay: NordPass only, no OTP
📸 Bank screenshot = only valid payment proof
🚫 Never say "fraud" or "flagged" to customer
💳 First 6 + last 4 digits only — never full card
🔄 Voided = no funds taken, hold clears 5–7 days
↩️ Active chargeback = blocks refunds
❓ Error 12 = whitelist only if 3+ months, clean