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Refund / partial return issues

If you're having trouble cancelling/refunding an amount or partial amount to a customer, it could be due to one of the following.

1. Lack of funds in your account with the acquirer
This is the most common reason. You can check if this is the case by looking in the error code for "merchant balance < x".

This means that all the money at the acquirer has been paid out to you. So the acquirer can't transfer money to your customer.

2. The order is too old
Your acquirer may reject a chargeback if the order is very old (typically more than 30 days since completion/withdrawal)

Suggested solutions
It is recommended to do the credit/cancellation/reversal in the webshop administration as usual, but without transferring money. Then transfer the money directly to the customer's bank account via your online banking, cash or other methods.

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