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Your rollback and communications strategy should put transaction integrity, customer trust, and quick recovery first if your PhonePe rollout results in performance regressions, such as delayed payment confirmations, unsuccessful UPI mandates, or webhook timeouts.
Make sure you have already backed up your API keys, webhook URLs, and transaction logs for the prior integration version in order to do a rollback. In order to immediately reroute UPI traffic from the new PhonePe flow back to your backup PSP (such as Razorpay or Paytm) without any delay, keep a feature flag or routing toggle handy. To prevent double debits or lost callbacks, temporarily halt new transactions during rollback. Only then, after end-to-end payment confirmation and settlement flow have been verified, can the previous integration be restored.
On the communications front, avoid confusion by informing your finance, operations, and support teams first so they can respond to questions in a consistent manner. The following could be your internal message: Since the most recent PhonePe roll-out, we've seen slower UPI response times. To ensure stability, we are reverting to the prior integration; payments are safe, and no client funds are in jeopardy. Externally, provide a brief update on your social media pages and status page in case users encounter any delays, stressing that payments are secure and will be attempted automatically again.
Document validation tests for upcoming rollouts (such as synthetic UPI testing, webhook latency thresholds, or reconciliation dry runs) and do a post-mortem after the rollback to determine what went wrong, whether it was API latency, rate constraints, or schema mismatches. The objective is straightforward: demonstrate your openness, technical readiness, and dedication to uptime, even in the event that things must be pulled back.
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