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Unable to issue a refund

matakarie
New Community Member

Unable to issue a refund

Hi, 

I am struggling to issue a refund on an invoice. I have sufficient balance on my PayPal, and I have cleared cache and cookies. I have even tried from the app, but it just won't process. What can I do?

2 REPLIES 2
matakarie
New Community Member

Re: Unable to issue a refund

Sorry! Should also mention what happens, when on the app and I click on "refund" nothing happens. When I am on my desktop and click "refund" then a new tab opens with the invoice again, and that just keeps happening. I have done a refund on a different invoice with no issue. 

PayPal_Celeste
Moderator

Re: Unable to issue a refund

Hi @matakarie,

 

Thank you for your post, and welcome to the Community! I'm sorry to hear you're having trouble with this. Generally we recommend issuing a refund on the completed transaction. If you're issuing a refund on a transaction line that does not read as "completed" or "cleared," it's possible this is what is causing the issue. Here's a great Help Center article on Issuing Refunds. I hope this helps!

 

Take care,

 

- Celeste S.