There are two main reasons why you might encounter an error when performing a refund on HItpay transactions. These are:
- You do not have the sufficient funds on your Hitpay balance to support the refund amount
- The refund already exceeds the allowable refund period
To check if you have sufficient balance on your Hitpay balance, you can navigate to Sales & Reports > Hitpay balance:
Your Available to pay out balance or your Reserves balance should have at least the amount you want to refund for a refund to be successful. If not, you can wait for a new transaction to come in to your Hitpay account or you can manually top up your Hitpay balance.
At the same time, refunds can be performed within an allowed time period. You may refer to this table for the maximum refund period for each payment method:
If in the event you will be needing to refund a payment that already exceeds the allowable time period, you may perform a direct transfer to the customer instead.