Root Cause

• Unsupported partial refunds: The gateway does not allow partial refunds for certain transaction types.

• Gateway rules or limits: Specific refund rules may apply based on card network, region, or merchant configuration.

• Mismatch in refund amounts: The refund request does not align with what the gateway allows (e.g., exceeding the refundable balance).

• Authorization window expired: Some gateways restrict partial refunds after a certain period post-settlement.

Troubleshooting and Solutions

• Inform the customer that their refund request could not be completed due to a payment issue.

• Internally:

  • Verify the original transaction and ensure the partial refund amount is valid.

  • Check the gateway's documentation for limitations on partial refunds.

  • Retry the refund with corrected parameters or issue a full refund if allowed.

• If necessary, provide an alternate resolution:

  • Issue a credit note, store credit, or offline refund based on business policies.