Refund reasons
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Refund reasons
Analyze refund reasons to boost revenue and gain insights into business operations

Refund reason codes are provided for both void and refund Guide
Understand payment states and types to implement correct business logic.
operations
, which cancel a transaction before it is finalized, and refund operations, which return the funds to the customer after the transaction has been completed.

These codes facilitate the analysis of your return processes and enable to automate specific actions or events within your system based on the refund or void reasons.
Solidgate API provides distinct capabilities for handling refunds for both Guide
Accept and manage credit card payments from your customers. Cards are the most popular payment method globally, offering convenience and widespread acceptance.
card payments
and Guide
Connect alternative payment methods to boost your checkout conversion. Solidgate offers diverse payment methods, aiding merchants in understanding and catering to local preferences globally.
alternative payment methods (APMs)
through its secure payment gateway integration.

For host-tot-host (card payments), refund API request enables merchants to process and manage card transactions with an option to request refunds for approved transactions.

On the other hand, the refund API APM request also caters to alternative payment methods, including options like PayPal, Sofort, Giropay, and more, allowing merchants to initiate refund requests for successfully processed orders.

It is vital to be aware that refunds in APMs, particularly in cash-based methods, might have limitations or may not be available.

To make refund in the Solidgate HUB within Solidgate order details:



  1. Go to Payments > Orders and find the needed order.
  2. Click on the ➡️ icon to go to the Order details page.
  3. In the Refund section:
    • Set amount or full.
    • Choose refund reason from the list.
  4. Click on Make refund to do.

0021 Solidgate - Request by User

This code applies to any manual refunds initiated through Solidgate HUB.

It indicates a refund done per the user’s request and does not necessarily signal an issue.
Recommendations

Monitor the frequency of these refunds to identify any patterns or common reasons that may be addressed to improve customer satisfaction.

0022 Solidgate - Issuer Fraud Notification

This code is used when the issuer directly reports a fraudulent charge to Solidgate. Our team may initiate a refund after contacting the merchant.

It signifies a flagged transaction due to fraudulent activity.
Recommendations

Maintain close communication with Solidgate to understand the nature of these fraudulent activities. Consider implementing additional security measures if these incidents are frequent.

0023 Solidgate - Risk Department

Result of fraud detection by our team; the customer can ask for a refund for the transaction.

Indicates transactions flagged for potential fraud.
Recommendations

Regularly review transactions flagged by the Risk Department to understand if legitimate transactions are being affected.

0024 Solidgate - Retrieval Request

When the issuer posts a Retrieval Request, the merchant may choose to refund the transaction.

Signifies a formal request by the issuer for transaction documentation.
Recommendations

If retrieval requests are frequent, review your transaction descriptors and customer communication to reduce misunderstandings that could lead to retrieval requests.

0025 Solidgate - Prevention Alert

Refunds are automatically issued when Solidgate receives a prevention alert.

Previously, the following refund codes 0016, 0017, 0018, 0019 were used.
Recommendations

Work closely with Solidgate to understand the triggers for these prevention alerts and consider tweaking your security settings or customer verification processes to minimize them.

0026 Solidgate - System Error

This code is used rarely, only in case of technical problems between Solidgate, providers, and payment networks.

Indicates a system malfunction or technical issue.
Recommendations

Report any system errors immediately to Solidgate support for troubleshooting. Review any commonalities in these errors to preemptively address technical vulnerabilities.

0027 Solidgate - Antifraud

This code is used for automatic refund actions triggered by our antifraud system.

Indicates automated fraud detection measures.
Recommendations

Consistently review and update your fraud prevention settings to keep pace with emerging fraud patterns. Coordinate with Solidgate support to fine-tune these settings.

0028 Solidgate - Expired Authorization

After the authorization expires, Solidgate could issue a void with this code.

Indicates an expired authorization for a transaction.
Recommendations

Monitor the time between authorization and transaction completion to minimize instances of expired authorizations. Coordinate with Solidgate support to potentially extend authorization periods if necessary.


0001 Request by Support user
0002 Fraud - PSP
0003 Fraud - SP Antifraud
0004 Fraud - SP Antifraud
0005 Fraud - MaxMind
0006 Fraud - Threatmetrix
0007 Fraud - Manual check
0008 Potential Chargeback - Retrieval Request
0009 Potential Chargeback - Refund after Chargeback
0010 System Error - Product
0011 System Error - SignedPay
0012 System Error - PSP
0013 Ethoca alert - Fraud
0014 Ethoca alert - Friendly Fraud
0015 Ethoca alert - Potential Chargeback
0016 Verifi alert - Fraud
0017 Verifi alert - Friendly Fraud
0018 Verifi alert - Potential Chargeback
0019 VMPI Alert
0020 Mismatch status (Decline - Approved)