Description

The payment failed because the amount in the reversal or refund request does not match the original authorized amount. This commonly occurs with card networks like American Express that require full reversals rather than partial amounts.

Recommended Customer Message

Your payment could not be processed due to a technical issue. Please contact support for assistance.

Root Cause

• Amount mismatch in reversal: The amount specified in the reversal request differs from the original authorized amount.
• Partial reversal attempt: American Express typically requires the full authorized amount to be reversed, not partial amounts.
• Incorrect transaction reference: A mismatch in the linked authorization and reversal transaction IDs.

Troubleshooting and Solutions

• Confirm that the reversal amount matches the original authorized amount exactly.
• Review the transaction logs to ensure the correct authorization reference is used.
• Ensure partial reversals are not attempted for processors like American Express that require full reversals.
• Retry the reversal only after correcting the amount or initiate a proper refund if reversal is not supported.