Root Cause

• Premature refund attempt: A refund was attempted before the transaction reached a finalized state.

• Incorrect status mapping: The transaction's internal status was not updated correctly in the system.

• Integration logic errors: Actions such as refunds or voids are triggered on transactions that are still pending authorization or processing.

• Asynchronous processing delays: The status update from the gateway has not yet completed, leading to temporary mismatches.

Troubleshooting and Solutions

• Internally:

  • Confirm that the transaction is in one of the allowed statuses: CAPTURED, SETTLED, or SETTLED_BY_MERCHANT.

  • Wait for the status to be updated if the transaction is still processing.

  • Review system logic to ensure downstream operations are triggered only after valid statuses are reached.

• Ask the customer to:

  • Retry the transaction later, if applicable.

  • Contact support if the transaction continues to fail despite appearing completed.