- A system error has occurred, please try again later - this error is visible on the UI while trying to issue a refund, and maybe because of various causes.
- 10009: This transaction already has a chargeback filed - this error occurs when Symphony Commerce is unable to process a refund as the payment gateway (such as Stripe or PayPal) has marked the transaction as unmodifiable - this includes chargebacks, disputes, and refunds already requested directly through the payment gateway.
- 10009: You are over the time limit to perform a refund on this transaction - this error occurs when you are trying to refund an order that was placed during the previous year or earlier.
Make sure you have the ROLE_ADMIN role assigned to you. Roles assigned to accounts are visible in Permissions > Members. Select the "partner" brand in the top right corner, visit Permissions > Members, search for your account with the email address being used and check the assigned roles against a brand by changing the brand in the brand selector.
- In Symphony Manage, select the required brand from the top-right corner and navigate to Customer Service > Orders.
- Locate the order which you need to refund and click on it.
- Open the Payment and Invoice tab.
- Locate the Credit Details section at the bottom of the page - it displays the transaction ID, processor (PayPal, Visa, etc.), and the date of the transaction.
- Access your brand payment dashboard (Stripe, PayPal, etc.) and search for the transaction ID found in the previous step.
- If the order is being disputed by the payment processor, contact them to see if it is possible to refund the payment.
- If the order is refunded by the payment processor, there is no need to refund it via Symphony Manage.
- If the hold is dropped, you should be able to refund the order via Symphony Manage.
- If the order was placed during the previous year, cancel the order without refund and reach out to the payment processor to refund the order; alternatively, you can ask the customer to place a dispute via PayPal/ Stripe or suggest creating a new order for them with a discount.
Agents can also perform the following steps to investigate the issue:
- Connect to the Database and run the following query to check transactions linked to the order (e.g., when there were double charges):
select * from PaymentTransaction where entityId in ('<Order Id>')
- Also, you can search for the payment code (step 4 of the public section) in Graylogs to see if there are any error messages sent by the payment gateway.
- If the order was processed via Visa/Mastercard/American Express, it might be accessible via Stripe - you can send a side-conversation to firstname.lastname@example.org (Symphony Finance, previously known as Aclate Finance) to check the status of the order in Stripe and accept the dispute (refund the order) if requested by the brand.