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--- tips:failed_refund [2025/09/16 18:14]
216.73.216.115 old revision restored (2025/07/05 01:56)
+++ tips:failed_refund [2025/09/16 18:38] (current)
216.73.216.115 old revision restored (2025/07/04 23:36)
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 ====== Error message appears when issuing a refund ======
+Sometimes a refund attempt will result in an error message similar to this:
+{{:tips:declinedcharge.png|}}
+First, verify whether the card has been cancelled or the transaction linked to an [[tips:mids|inactive merchant]]. If it has been cancelled they may need to contact their bank to approve the refund.
+If the card is active, you should let the customer know that you will [[general:managing_call_backs|call them back]] and then attempt the refund again in a few hours or the following day.
+If the refund continues to fail, ask them to contact their bank to approve the refund transaction.
+If the bank has approved and it continues to fail, contact management.

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