cannot issue a refund - "invalid_request_erro -- Charge ******** has been charged back"

[JeanChristophe]

I am trying to issue a refund on an account  and got this message, with payment number P-0000XXXX :

Gateway Response Message: invalid_request_erro -- Charge ***** has been charged back; cannot issue a refund.

[JeanChristophe · Accepted solution]

The Payment Gateway responds with this message when you issue an Electronic Refund because the payment has already been refunded to the customer on the Gateway side with the "Charge ******** ".

Contact the payment Gateway to validate this case.

Then you can issue an External Refund on the payment in Zuora.