Refund reasons
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Refund reasons
Tracking and analyzing reasons for returns would help you to maximize your revenue and better understand your business operations

Refund reason codes are provided for both void and refund operations.

You could use them for the analysis of the return structure or trigger specific events on your side.

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.

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.

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.

Regularly review transactions flagged by the Risk Department to understand if legitimate transactions are being affected. Make necessary adjustments to your risk parameters.

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.

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. Indicates an automated action triggered by a prevention alert.

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

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.

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.

Consistently review and update your fraud prevention settings to keep pace with emerging fraud patterns. Coordinate with Solidgate 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.

Monitor the time between authorization and transaction completion to minimize instances of expired authorizations. Coordinate with Solidgate 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)