Root Cause

• Expired refund window: The original transaction date exceeds the maximum time allowed for issuing a refund (e.g., 60, 90, or 180 days).

• Gateway or issuer policy: The payment processor enforces strict refund time limits based on card network rules.

• Delayed refund initiation: The merchant attempted the refund too long after the charge was settled.

Troubleshooting and Solutions

• Inform the customer that the refund request could not be completed because it exceeded the allowable time limit.

• Offer alternative solutions:

  • Issue a credit note or store credit if applicable.

  • Process an offline refund (e.g., bank transfer) outside the payment gateway.

• Internally:

  • Review the original transaction date and the refund policy window of your gateway.