There are a number of reasons a transaction cannot be refunded:
- Is the transaction settled? – Only settled transactions can be refunded. Settled transactions are shown in Portal as green with the label “Settled” and are set to settlestatus 100. If a transaction is pending settlement (settlestatus 0 or 1), you would instead need to cancel the payment by updating the settlestatus to 3, either by using Portal or by submitting a TRANSACTIONUPDATE request using our API. Cancelling a transaction will prevent the funds from being settled, and will request the funds reserved on the customer’s account are reversed.
- Has the transaction already been refunded? – You cannot perform a full refund if a full or partial refund has already been performed on a given transaction.
- The request type – Only AUTH requests can be submitted for refund.
- The payment method – While in the vast majority of situations, both full and partial refunds are supported for customers using credit or debit cards for payment, this is sometimes not the case for Alternative Payment Methods (APM). To check if refunds are supported for the customer’s chosen payment method, please search for the relevant documentation in our Help Centre.
- Settle status 10 – If a transaction is in settlestatus 10, this means that the funds are currently in the process of being settled into your account. You will need to wait for this process to be completed (after which the settlestatus would be 100) before you can submit a refund request.
