Razorpay
Increasing Merchant Retention & Engagement
Problem
Many merchants use Razorpay only for payment gateway and don't explore other products, switch to competitors, experience low product stickiness, and see Razorpay as a commodity. The goal is to increase merchant retention and product adoption.
Users
merchants
Root Cause Analysis
No daily usage
No business insights provided
Low engagement
No business tools beyond payments
Easy switching
No switching cost
Commodity perception
Seen as "payment processor" not "business OS"
Hypothesis
If Razorpay becomes a financial operating system for businesses, retention and revenue per merchant will increase.
Solution
Merchant Insights Dashboard
Show daily revenue, failed payments, customer cohorts, repeat customers, cashflow forecast, and refund trends.
Make Razorpay a business intelligence tool
Automated Nudges
Examples: "Your payment failures increased 12% this week", "Enable UPI autopay to recover subscriptions", "You may run out of working capital in 20 days".
Embedded Finance
Upsell working capital loans, vendor payments, payroll, and tax payments to increase switching cost.