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

Modified on: Tue, 5 Mar, 2019 at 12:05 PM

The "Record Refund" operation is generally used with Offline Payments where payments and refunds are handled externally to Chargebee. This option can also be used in cases where you manually refund a customer’s payment from the payment gateway (when not initiated from Chargebee).


With the "Record Refund" operation, the system only records an offline refund to indicate that the invoice amount has been refunded externally. 

The "Refund" option, on the other hand, initiates the refund of payments back to the customer’s account through the payment gateway. 

Record refund.png

If you have used “Record Refund” instead of the Refund option and would like to initiate ‘Refund’ to the customer's card, follow the steps below: 

1. On the invoice page, click on the “Details” options under the Credit Notes section.

2.  You will be redirected to the Credit Note page that was created against the refund operation. You'll see the refund generated during Record Refund operation.

3. Click on Details and delete the offline transaction.

4. Once the transaction is deleted, you'll be taken back to the Credit Note where you can now use the "Refund" option on the right to initiate an actual refund to the customer's card.

Related Articles and Documentation:

Refunds in Chargebee

Offline Payments

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