Check original Payment was Successful

Check the original Payment Txn to confirm that the payment gone through. In the payment section, there will be the response of whether the payment was successful or not. In the example below the payment did not proceed and therefore no payment had been taken, even though the attempted amount will still appear in the Payment Txn.

Payment Txns are not payment confirmations, but a record of any payment attempts that have been made. 

Due to stages, the workflows may still generate a receipt. But it is always best to check the Payment Txn itself for the correct status.

Check with the Card Holder that the card is still valid?

Refunds can only be given to cards that are still valid.  If the card has expired or been canceled by the card holder or their bank then the refund will not go through.

Check the Card is not a Gift type card

Gift cards cannot be refunded to.

Check refund limit not exceeded

A refund cannot be an amount larger than the original transaction. As no money was charged on this transaction, any refund above $0 will come back as an error as the system will see this as refunding a higher amount than that was charged. 

Check the error response with the Payment Gateway

Payments2Us records the response from the Payment Gateway you are using (e.g. Windcave, Stripe, PayPal, NAB Transact, Authorise.net, EziDebit etc.).  Please contact the Payment Gateway and ask them why the refund failed