Root Cause

• Duplicate refund attempts: A refund was already processed, and another refund request was mistakenly initiated.

• Refunded for dispute: Transaction could have been refunded because of a customer initiated dispute through their bank directly.

• Incorrect transaction handling: The system or user attempted to refund a charge that was already settled.

• Delayed system updates: The merchant or payment gateway systems had a lag in updating the refund status, leading to duplicate refund attempts.

Troubleshooting and Solutions

• Inform the customer that their charge has already been refunded.

• Internally:

  • Review the transaction records in Chargebee and at the payment gateway.

  • Confirm whether the refund has already been processed, either partially or fully.

• Communicate with the customer regarding the completed refund, including transaction reference details if needed.

• If any discrepancies are found, escalate the issue to the payment gateway for clarification.