Why can't I issue refunds?
If you are trying to issue refunds to your customers via the system directly and are experiencing issues, you can try following our troubleshooting guidance below
Only once an invoiced is reconciled can it be refunded. If the invoice is not reconciled, and the payment is pending, it cannot be refunded as no money has yet been settled.
Note: GoCardless recommend allowing 7 days from the payment being charged before processing a refund. To find out more, read the GoCardless refund safety Information here.
GoCardless
Note: GoCardless recommend allowing 7 days from the payment being charged before processing a refund.
Enabling refunds
The ability to process refunds via GoCardless is enabled on a case-by-case basis and subject to requirements. If you’re unsure on your account’s refund status, contact the GoCardless support team.
Account balance
GoCardless only allows you to refund up to the amount that you currently have available. You can check your available refund amount within Settings > Company info in the GoCardless portal.
For more information on GoCardless balances, read their help article here.
Change of details
If you’ve recently changed the bank details linked to your GoCardless account, this will prevent you from directly refunding payments paid out to the old account.
In this situation, we advise contacting the GoCardless support team directly.
London & Zurich
Refunding through London & Zurich is not currently supported. You can however raise a credit note against an invoice or mark an offline refund.
PayPal
PayPal can only process refunds within 60 days of the invoice reconciling. If you have a refund to make that is older than 60 days, we suggest raising a credit note instead.