Start

Payment Issues

This guide helps you resolve common payment processing issues for both administrators and students.

Payment Failures

Student Payment Declined

Common Causes:

  • Insufficient funds
  • Card expired or blocked
  • Bank declined the transaction
  • 3D Secure authentication failed
  • Network timeout

Solutions for Students:

  1. Try a different payment method (switch from card to UPI, for example).
  2. Check with the bank if the card is blocked for online transactions.
  3. Ensure the card has sufficient balance/limit.
  4. Try a different browser or device.
  5. Contact the bank to whitelist the payment gateway.

Payment Completed but Course Not Accessible

Possible Causes:

  • Webhook from the payment gateway was not received
  • Payment is in "authorized" but not "captured" state
  • System processing delay

Solutions (Admin):

  1. Go to Payments → Transactions and find the transaction.
  2. Check the status — if "Authorized," click Capture to complete it.
  3. If the transaction is not in Euron Systems, check the Razorpay/Stripe dashboard directly.
  4. Manually enroll the student if the payment is confirmed on the gateway side.
  5. Check webhook configuration in Settings → Payment Gateways.

Refund Issues

Refund Not Processing

Solutions:

  1. Verify the original payment status is "Completed" (you cannot refund pending payments).
  2. Check if the refund amount does not exceed the original payment.
  3. Verify the payment gateway has sufficient balance for refunds.
  4. Check for gateway-specific refund windows (some gateways limit refund periods).
  5. Try issuing a partial refund if the full refund is failing.

Student Did Not Receive Refund

Timeline:

  • UPI refunds: 1-3 business days
  • Card refunds: 5-10 business days
  • Net banking refunds: 3-7 business days
  • Wallet refunds: 1-2 business days

If the refund has not appeared after the expected timeline:

  1. Share the refund reference ID with the student.
  2. Ask the student to contact their bank with the reference ID.
  3. Check the refund status on your payment gateway dashboard.

Gateway Configuration Issues

Webhook Not Receiving Events

Solutions:

  1. Verify the webhook URL is correct in the gateway settings.
  2. Ensure your webhook endpoint is publicly accessible (not blocked by firewall).
  3. Check the webhook secret matches in both the gateway and Euron Systems.
  4. Review the webhook delivery logs on the gateway dashboard.
  5. Ensure HTTPS is configured correctly on your webhook endpoint.

Was this page helpful? Contact us at support@euronsystems.com