Why did my refund fail?

Failed refunds

The card scheme, the bank, or the local payment method can reject and fail your refund request. The transaction will receive the RefundFailed status when your refund request is rejected.

Check why your refund failed

  1. Log in to your Customer Area.
  2. Go to Transactions > Payments.
  3. Select the PSP Reference of your transaction.
  4. In Transaction Events, find the error message explaining why the refund failed.

Tip: Captures and refunds are treated in the same way by card schemes, so these failures apply equally to both.

Note: It’s possible you can’t process the refund because you have an insufficient refund balance. In this case, you’ll receive the error message: Insufficient in-process funds on your account. Read how to solve this issue.

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