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The transaction is not refundable

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Sebastien Mignot

27 May, 2013 10:36 AM

Hi,
I have this error message when I try to refund one of my customers :
http://awesomescreenshot.com/07a1bn5549
I truely need this feature to work.
Thank's for your help

1. Support Staff 1 Posted by Marc Guyer on 27 May, 2013 01:28 PM

   

   Hi Sebastien --

   I'm not exactly sure why this refund is failing. I've created a ticket so the dev team can investigate. In the meantime, you might be able to see the failure in your Ogone merchant interface. If you find any evidence there, please provide that information in this thread. Thanks!

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2. 2 Posted by Sebastien Migno... on 27 May, 2013 01:34 PM

   

   Nothing on Ogone no, the error log is empty there.

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3. Support Staff 3 Posted by Marc Guyer on 27 May, 2013 02:28 PM

   

   Thanks Sebastien -- Upon further examination, I've found that in this case we're checking the original transaction status against the Ogone API. The status code of the transaction is 9 which means that the transaction is in "Payment requested" state. In this state, the transaction is pending settlement and is considered to not be refundable. I find this scenario to be strange since this status usually does not last more than 24 hours. Payments are usually settled within that time and so a status of 9 for more than 24 hours is concerning. Can you see if the original transaction looks unusual in the Ogone interface? Can you send me a screenshot of the transaction details?

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4. 4 Posted by Sebastien Migno... on 27 May, 2013 02:39 PM

   

   Nothing looks unusual; but its Ogone, no one understands anything to their interface (that's partly why we pay you :)
   Here is the screenshot of the transaction :
   http://awesomescreenshot.com/0c11bog1ea

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5. Support Staff 5 Posted by Marc Guyer on 27 May, 2013 02:45 PM

   

   It appears that we had a bug in our adapter specific to Ogone refunds. I've deployed a patch and successfully issued the refund for you. Here's the customer record:

   https://cheddargetter.com/admin/customers/get/id/4b67f63e-32de-11e2...

   Thanks very much for reporting this! Please let us know if we can help further.

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6. Marc Guyer closed this discussion on 27 May, 2013 02:45 PM.

7. Sebastien Mignot re-opened this discussion on 27 May, 2013 02:47 PM

8. 6 Posted by Sebastien Migno... on 27 May, 2013 02:47 PM

   

   Ok, thank's a lot.

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9. Marc Guyer closed this discussion on 27 May, 2013 10:03 PM.