Why can't I complete a refund on my ecommerce site?

[jlacey]

Hi Shopify Community, someone placed an order on my site twice. I wanted to combine shipping by refunding them the shipping cost on one of the purchases. after completing the refund process in admin, a note popped up on the timeline stating the refund could not be completed (Unable to refund $9.68 USD). when I followed the link, a note states in Message: "The referenced transaction does not meet the criteria for issuing a credit". Whats the criteria? could it be because I already printed a label for shipping?

Thanks for your help in advance.

[AvadaCommerce]

Hi @jlacey 

Thank you for reaching out here.

With this type of issue, it looks like this error means that the transaction has not been settled yet.

The workaround here is to contact your payment gateway provider directly for investigation.

I hope this helps you.

All the best.

[jlacey]

Hi AvadaCommerce, thanks for the reply. I'll look into it.

[Anindita]

Hi @jlacey 

This might be some transaction error. You can contact the payment gateway service provider to resolve this.

[jlacey]

Hi Anindita, thanks for the reply I'll look into it.