Why can't I refund my payment?

There are different reasons why you can't refund a transaction. You need to consider the following (with the condition that the Refund option is enabled in your account):

  • The transaction is in an "incomplete" status, such as a pending or erroneous status (91, 92 etc.) that doesn't allow the refund operation.
  • If the transaction is authorised (status 5), at which point no payment has been made yet. In this case you have to cancel the authorisation instead of refund.
  • The used payment method doesn't support the refund functionality, which can be the case with certain debit cards, web banking methods and "offline" payment methods such as Bank transfer.