Help CenterHelp Center / Returns and exchanges · How-to
Settle a refund the payment gateway did not confirm, and open the credit note of a refunded return.
Two things can follow a refund on the return page: a refund to the original payment that the gateway did not confirm, and the credit note for money that went back.
A refund to the Original payment method is sent to the payment gateway. Sometimes the gateway does not answer, so nobody knows whether the customer was paid. The return then stays Inspected and shows a yellow box: Refund outcome unknown.
While the box is there:
Look up the refund in the payment gateway's own portal.
Optionally fill in Gateway refund reference (optional), then select one of the two buttons.
| Button | Result |
|---|---|
| It was refunded | The return becomes Refunded, or Exchanged for an exchange, as after a normal gateway refund |
| It was not refunded | Nothing was given back. The amount is free again and you can refund with any method |
You can also retry the refund to the original payment instead. The gateway is asked with the same reference, so it refunds once.
When the gateway refuses, the panel shows "The refund failed:" and the gateway's reason. Nothing was refunded and the return stays Inspected. Try again, or choose another method.
A credit note is issued when a return is refunded, or when an exchange refunds a price difference. It is created once and does not change afterwards.
The Credit note link appears:
It opens the printable credit note in a new tab. It lists the accepted quantity of each returned item at its refund value, plus the delivery charge refunded, minus the return shipping fee kept.
There is no link when: