Description

The refund request failed because the charge is not eligible for a refund. This can occur when the charge has already been settled, voided, or finalized in a way that disallows refunds, when the refund window has expired, or when the payment method does not support refunds.

Recommended Customer Message

We were unable to process your refund through the original payment method. Please contact support for alternative refund options.

Root Cause

• Non-refundable charge status: The charge has already been settled, voided, or finalized in a way that disallows refunds.
• Gateway restrictions: Some gateways impose limits on refunding certain types of transactions.
• Time limits exceeded: The refund attempt was made outside the allowed refund window defined by the gateway or issuer.
• Partial or full refund already processed: The charge may already have been refunded, fully or partially.

Troubleshooting and Solutions

• Check the status of the transaction in Chargebee and at the payment gateway.
• Verify whether the charge has already been refunded or if the refund window has expired.
• Check if the payment method supports refunds.
• Verify that the refund amount does not exceed the available balance after previous refunds or chargebacks.
• Inform the customer appropriately if the charge cannot be refunded through standard processing.
• If the refund cannot be processed, consider issuing the refund through an alternative method or manually by initiating credits.