Unable to issue a refund

[Gareth95]

When trying to issue a refund to a customer the webpage just refreshes but doesn't actually do anything. No errors appear and it happens every time when I click "Issue Refund".

The transaction was from eBay but I had to cancel the order.

[PayPal_Martina]

Hi @Gareth95,

Thank you for your message and welcome to the Community Forum!

I am sorry to hear that you're unable to issue a refund. It sounds like a technical issue. I would recommend clearing cache and cookies and deleting your browser history before trying again. Also, make sure to have enough funds to issue a refund. Please note that since merchant fees are not refunded when issuing a refund, you need to have enough balance to refund the full amount that the buyer sent you, and not the amount that you received. 

I hope this helps!

Martina