A refund can end up in failed or rejected status when the money couldn't reach its destination. It doesn't mean the buyer lost their refund: it means there is a cause to fix before retrying.
First: check the reason
Open the refund from the original payment's details. Next to the failed status, you will find the reason for the rejection — that text determines the next step.
Common causes and what to do
- Problem with the destination card or account
If the buyer's card was canceled, reported, or replaced, the bank may reject the credit. Ask the buyer to confirm their card's status with their bank; in many cases the bank redirects the credit to the associated account, but if that isn't possible, contact Support to explore alternatives.
- Insufficient available balance at processing time
If your balance dropped between the creation and the processing of the refund, it may fail. Wait for your recent sales to free up balance and create the refund again.
- Rejection from the issuing bank with no visible cause
Some banks reject credits without detailing the reason. Retry once after a few hours; if it fails again, escalate the case with the refund ID.
Information for escalating
- ID of the original payment and of the failed refund.
- Reason for the rejection exactly as it appears in the Conekta Panel.
- Date and amount of each attempt made.
Next step
If the retry also fails, share the details above with the team by following How to contact the Conekta Support team.