Cannot Refund Order Through Manage

Overview

An order is not refunded when you are trying to cancel it or process a refund manually. You may also encounter one of the following errors:

• A system error has occurred, please try again later - this error is visible on the UI while trying to issue a refund, and maybe because of various causes.
• 10009: This transaction already has a chargeback filed - this error occurs when Symphony Commerce is unable to process a refund as the payment gateway (such as Stripe or PayPal) has marked the transaction as unmodifiable - this includes chargebacks, disputes, and refunds already requested directly through the payment gateway.
• 10009: You are over the time limit to perform a refund on this transaction - this error occurs when you are trying to refund an order that was placed during the previous year or earlier.

Solution

1. In Symphony Manage, select the required brand from the top-right corner and navigate to Customer Service > Orders.
2. Locate the order which you need to refund and click on it.
3. Open the Payment and Invoice tab.
4. Locate the Credit Details section at the bottom of the page - it displays the transaction ID, processor (PayPal, Visa, etc.), and the date of the transaction.
   
5. Access your brand payment dashboard (Stripe, PayPal, etc.) and search for the transaction ID found in the previous step.
   • If the order is being disputed by the payment processor, contact them to see if it is possible to refund the payment.
   • If the order is refunded by the payment processor, there is no need to refund it via Symphony Manage.
   • If the hold is dropped, you should be able to refund the order via Symphony Manage.
   • If the order was placed during the previous year, cancel the order without refund and reach out to the payment processor to refund the order; alternatively, you can ask the customer to place a dispute via PayPal/ Stripe or suggest creating a new order for them with a discount.