Payment Deducted but Course Not Assigned – How to Resolve?

If a learner has made a payment, but the course has not been assigned, follow the steps below to troubleshoot and resolve the issue.

Step 1: Verify Payment Status

1. Ask the learner to check their bank statement or UPI/payment gateway transaction history to confirm the payment was successful.
2. As an admin, go to Reports > Transactions in the Graphy Dashboard to check if the payment has been recorded.

Step 2: Check for Payment Gateway Failures

• If the payment status in the payment gateway shows as "Failed", the amount will be automatically refunded within 5-7 working days.
• If the payment status is "Pending", wait for a few hours for it to be processed.

Step 3: Update the Payment Status in Graphy (For Third-Party Payment Gateways)

If the payment is successful in the third-party payment gateway (such as Razorpay, PayU, or Stripe), but is not updated in Graphy:

1. Go to Reports > Transactions in the Graphy Dashboard.
2. Locate the transaction associated with the learner.
3. Click on the three dots next to the transaction.
4. Click on Check Status to sync the payment status with the third-party gateway.

If the issue persists, please contact Graphy Support (care@graphy.com) with the following details:

• Learner’s Email ID
• Order ID (from the payment gateway or Graphy transactions)
• Payment Screenshot showing the deducted amount

Our team will investigate and assist in resolving the issue at the earliest.

For further assistance, feel free to reach out to us!