Why was my refund rejected?
There could be many reasons for refunds rejection:
| Reason | Description |
|---|
| Refund period exceeded | If you intend to issue a refund after the refund period has expired your refund will be rejected.
The refund period is the period of time in which a user can request a refund after the payment has been approved. This period of time is usually 180 days but it also depends on the payment method. |
| Insufficient funds | Please change the payment method to continue with this refund request. |
| Amount exceeded | The amount of the refund is higher than the amount of the original payment. |
| Invalid credentials | Merchant credentials are incorrect (only applies to refunds requested via API). |
| Missing parameter | There is a missing parameter to make the refund (only applies to refunds requested via API). |
| Invalid parameter | One of the parameters is failing or a string has been entered in a numeric parameter (only applies to refunds requested via API). |
| Payment not found | The original transaction cannot be found. Please check the ID. |
| Amount too low | Transactions cannot be lower than 0.01 in the selected currency. |
| Order refund ID is duplicated | The ID you input for this refund has already been used. |
| Chargeback already created | A chargeback has been already issued for this transaction. |
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How can I refund a transaction?
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What does a refund "Pending" status mean?
The pending status can mean that the refund in process, or that dLocal is waiting to receive the customer's bank account to proceed with it.
What does the refund "Cancelled" status mean?
A refund attempt can be canceled by the bank due to the wrong information provided. It is important to check and provide the correct information from the customer, to prevent the refund to be canceled, and to delay the customer to receive the money ...
How can I cancel a refund?
It depends on the case - if the refund is already being processed or has already been finished, it cannot be canceled anymore. You can also cancel a refund through the dashboard by clicking on the transaction that is being refunded. For technical ...
My customer says their refund link expired. What do I do?
If the customer did not open the link 2 times within the 7 day period, the link should be valid. If not valid, the refund attempt is canceled and you can simply apply for the refund again on your end normally. Please make sure to tell your customers ...