Cannot Refund Order Through Manage


An order is not refunded when you trying to cancel it or process a refund manually. You may also encounter one of the following errors:

  • 10009: This transaction already has a chargeback filed - this errors 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 errors occurs when you are trying to refund an order that was placed during the previous year or earlier.



  1. From Symphony Manage, navigate to Customer Service > Orders.
  2. Locate the order which you need to refund and click on it.
  3. Open the Payment and Invoice tab.
  4. 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.


  5. Access your brand payment dashboard (Stripe, PayPal, etc.) and search for the transaction using its 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 to create 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 (Aclate Finance) to check in Stripe the status of the order and accept the dispute (refund the order) if requested by the brand.





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