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Refund Stuck in Processing status

How do I resolve a Refund Stuck in Processing Status? 



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1 REPLY 1
Zuora Alumni

Re: Refund Stuck in Processing status

Setting Refunds in an error state for refunds that were not submitted:

 

  1. Go to Refunds and searched for the refund in question

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  1. Click on the refund number to get to the details page

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  1. Click on More in the top right corner and hover your mouse over Edit Basic Information. Right click on Edit Basic Information and choose "Copy Link Address"

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  1. Open a 2nd web browser tab and paste the copied link address in URL field. (the numbers within the ' ' is the ref ID you will use). Do not hit enter.

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  1. Open 3rd tab in web browser and Copy / paste the URL https://www.zuora.com/apps/RefundLog.do?method=addTransactionLog&refundID=[Insert Refund ID here]. Do not hit enter. (If your tenant has Invoice Settlement feature enabled, please use https://www.zuora.com/apps/ARRefund.do?method=saveTransactionLog&refundID=[Insert Refund ID here]). 

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  1. Copy the ref. ID from the 2nd tab and paste it to the end of the URL in the 3rd tab, deleting the [Insert Refund ID here] and inputting the ref. ID. Hit enter.

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  1. You should be in a Refund Transaction Log page, making sure the Refund Number matches the refund in question.

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  1. Set the Gateway State to not submitted and Transaction Result Code to Gateway Communication Error. (this if the gateway did not receive the payment)

 

  1. Click Add Transaction Log and Update refund which should now show in error state.


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