The customer has not received the refund when Record Refund was performed, how to retry the refund?

Problem Statement

The Record Refund operation is used with Offline Payments where payments and refunds are handled outside Chargebee. It can also be used when you manually refund a customer's payment from the payment gateway (when not initiated from Chargebee).

With Record Refund, the system only records an offline refund to indicate that the invoice amount has been refunded externally. The Refund option, by contrast, initiates the refund through the payment gateway back to the customer's account.

If you used Record Refund instead of Refund and need to initiate an actual refund to the customer's card, follow the steps below.

Solution

Configuration steps

1. On the invoice page, click Details under the Credit Notes section.

2. You will be redirected to the Credit Note page created for the refund. You will see the refund generated during the Record Refund operation.

3. Click Details and delete the offline transaction.

4. After the transaction is deleted, you will return to the Credit Note. Use the Refund option on the right to initiate the actual refund to the customer's card.