If the refund button in inactive and you are seeing the message "Refund unavailable for this order", please refund the customer manually. There are two possible reasons why this message is displayed and the refund button is greyed out:
The order value is below the minimum refund amount
Refunds can only be processed for orders of €0.05 or more. If the original order value is below this threshold, the refund option will be unavailable.
A technical issue is preventing the refund
In some cases, an unexpected issue may block the refund from being processed. If the order value is above €0.05 and the button is still inactive, this is likely the cause.
In both of these situation, please refund the customer manually. If you don't have the customer's bank details, please reach out to them directly to arrange the refund.
If you would like to process a refund from the Partner System and the original order amount is higher than €0.05, please reach out to our support team via the chat bubble or write an email to [email protected].