Root Cause

• Expired refund window: The time limit set by the payment gateway or card network for issuing refunds has been exceeded.

• Processor or bank policies: Some banks and processors enforce strict refund timelines that merchants must adhere to.

• Configuration limits: Merchant account settings may define maximum allowable periods for processing refunds.

Troubleshooting and Solutions

• Inform the customer that their refund request cannot be processed because the refund period has expired.

• Internally:

  • Verify the original transaction date and the gateway's refund window policy.

  • Check if any exceptions or manual refund processes are available through your gateway provider.

• Offer alternative resolutions to the customer, such as issuing account credits, gift cards, or manual reimbursement outside the gateway system.

• Update your refund policies to clearly communicate refund eligibility timeframes to customers going forward.