Refund reasons

Both void and refund Guide
Access card payment reference data including AVS and CVV codes, ECI values, tokenization details, and transaction lifecycle tracking. operations come with associated reason codes. Void operations cancel transactions before finalization, while Guide
Execute card payment operations including authorization, capture, void, refund, and status queries through the unified API framework. refund operations return funds to customers after transactions are complete.

Customer request

0021 Solidgate – request by user

This code applies to any manual refunds initiated through the Solidgate Hub .

It indicates a refund made per the customer’s request and does not necessarily imply an issue.

Recommendations

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

Fraud and risk

0022 Solidgate – issuer fraud notification

This code is used when the issuer directly reports a fraudulent charge to Solidgate. Support 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. 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.

0027 Solidgate – antifraud

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

Indicates automated fraud detection measures.

Recommendations

Consistently review and update your fraud prevention settings to keep pace with emerging fraud patterns. Contact the Solidgate team to coordinate and improve these settings.

Prevention and retrieval

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.

System and scheme

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

Contact the Solidgate team immediately to report any system errors for troubleshooting. Review any commonalities in these errors to preemptively address technical vulnerabilities.

0028 Solidgate – expired authorization

After the authorization expires, Solidgate may issue a void using this code.

Indicates an expired authorization for a transaction.

Recommendations

Monitor the time between authorization and transaction completion to minimize instances of expired authorizations. Contact the Solidgate team to coordinate and potentially extend authorization periods if necessary.

0029 Solidgate – reversed by schemes

This rule applies when card schemes cannot confirm a payment authorization during the clearing process.

In such cases, to comply with card scheme requirements, the Acquirer/PSP must reverse (void) the original authorization transaction to release the blocked funds in the customer’s account.

Recommendations

Update the transaction status and ensure void requests are triggered at the appropriate point to avoid mismatches.

Track card order Webhook for further investigation.

0001-0020 Deprecated

Code	Name
0001	Request by Support
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)