Why can't I issue a refund on certain orders?

ksmcdxo
Tourist
3 0 2

This has been an ongoing issue and I have had no luck in resolving it.

On certain orders I am unable to issue a refund. I get an error message saying " the referenced transaction does not meet the criteria for issuing a credit". 

What does this mean and how do I fix it? 

Replies 4 (4)

Elle
Shopify Staff
1092 97 208

Hi @ksmcdxo 

Can you clarify what payment gateway was utilized for these orders? 

You can determine the payment gateway used by viewing the order's timeline.  

Thanks! 

Elle | Social Care @ Shopify 
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ksmcdxo
Tourist
3 0 2

Authorize.net was used. 

Elle
Shopify Staff
1092 97 208

Thanks for clarifying! It looks like that this error means that the transaction has not settled yet. Payments made via Authorize.Net are settled and allowed to be refunded only on the next day.

If this doesn't help, I'd recommend connecting with Authorize.net's support directly here.

 

Elle | Social Care @ Shopify 
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Gamurph
New Member
4 0 0

I'm having the same problem but can't figure it out! Can't I just refund from my shopify balance?