Razorpay is an Indian payment gateway. Few weeks back I had purchased two pairs of bookshelf speakers from website. The merchant kept delaying the order and declined to refund the money.

I contacted Razorpay support and raised a dispute.

Today I got the following email from them

Hi XXX,

Thank you for your understanding.

We understand the inconvenience casued.

We request you to kindly get in touch with cyber crime division, as we mentioned in the previous emails that we can't initiate refund from our end because the merchant doesn't have sufficient balance in his account to initiate refund for your transactions.

Thank you for your understanding.

Regards, Team Razorpay