Why was my refund refused?

The bank has not settled it yet

"The bank settles payments in a daily batch, so this can't be done yet" means the payment is too new. The bank can only refund part of a payment after it has settled, so you will get the same answer until then. We cannot promise you a time.

You have two choices:

• Try the part refund again later.
• Try refunding the whole payment now, which the bank handles differently.

The amount is too large

"The most that can still be refunded on this payment is…" means earlier refunds have used up the rest. The figure includes refunds the bank is still processing, and the message says so if there are any.

The bank said no

The bank refused it, and its own reason is in the message. Nothing was returned. Write to us with the message before trying again.

It was not sent

"The refund was not sent to the bank, so nothing was refunded. It is safe to try again." means what it says: something stopped it before the bank saw it.

It has not been charged

"This payment has not been captured" is about a hold you have not charged yet. There is nothing to refund, so press Release the hold on the payment’s page instead.

There is no refund button

Your role may not include refunds. Ask your business’s owner or an administrator.