General Learning Refund Error and Resolution

What is Refund Error?

Refunds that are due to the customer but were not processed on the CRM due to errors.

How to deal with Refund Error?

• Explain system error

• Verify customer's information (shipping address)

  • If TRM , SAI, or Nymbus, verify customer's paypal email address.

• CIF

• Reset customer's expectation with the refund

  • Can take up to two (2) weeks

Common Refund Error Messages:

• Konnektive

  • Could not issue refund. Processor returned: Authentication Failed. 

  • Could not issue refund. Processor returned: DECLINED

  • Could not issue refund. Processor returned: ERR CALL 8887206822 - 151

• Limelight

  •  Refund Failed by Payment Gateway (Only a settled transaction can be refunded. REFID: #####)

  • Refund Failed by Payment Gateway (Authentication Failed)

• ResponseCRM

  • Invalid Merchant Configuration

  • Authentication Failed

Manual Refund Per Campaign Resolution:

• CIF for investigation:

• BBE

• DBV

• GEAR

• MDG

• MFL

• NANO

• VIM

Check Refund:

• BEA

• MFN

• PP

Paypal Refund:

• SAI (*If customer has no paypal, check refund.*)

• TRM (*If customer has no paypal, check refund.*)

• Nymbus (All) - **No other option for manual refund** - If no Paypal, advise the customer to create or ask a family member  or friend to be the recipient of refund.*

• MLABS

Store Credit:

• Niva

  • PEG20 for $20 discount

  • GET40 for $40 discount

Sample Refund Error Call:

https://drive.google.com/file/d/1eMY2uQiBIFzodsa8p8-sM2cwXyIZRvqT/view?usp=sharing

NYMBUS REFUND ERROR:

https://drive.google.com/file/d/1zRmezC1n9qlo9fmPQoiTbizTSris_oxT/view?usp=drive_link