If the refund option doesn't appear, is disabled, or the operation fails when you confirm, the cause is usually one of six. Go through this list in order: it goes from most to least common.
Causes and solutions
- Your user doesn't have permission to issue refunds
Processing refunds requires a role with write permissions on payments. If the refund buttons don't appear on any payment, ask the account administrator to review your role.
- The payment isn't in Paid status
Only confirmed payments can be refunded. A pending, declined, expired, or canceled payment has no funds to refund — check the status in the operation details.
- The payment is past the refund deadline
Each payment method has a maximum time limit for refunds. If the payment is old, the option is no longer available; in that case, you'll need to arrange the refund with the customer some other way.
- Your available balance isn't enough
The refund is deducted from your available balance. If it's less than the amount to refund, wait for funds from recent sales to be released and try again. More details in How refunds affect my balance and payouts.
- The payment has an open chargeback
When the customer disputes the charge with their bank, the refund is blocked while the dispute is resolved: the same money can't be returned twice. Handle the chargeback first.
- The amount was already refunded or exceeds the remaining balance
Review previous refunds in the payment details: if there were partial refunds, you can only refund the remaining balance; if the payment is already Refunded, it doesn't allow further refunds.
If none of the causes match
Gather the payment ID, the amount you're trying to refund, and a screenshot of the error, and share them by following How to contact the Conekta Support team — with that information, the team can identify the exact restriction.