The most common cause of errors when processing a refund in the KOMOJU system is an insufficient "unsettled balance." Refunds via KOMOJU can only be executed using funds within your account's unsettled balance.
What is the unsettled balance:
This refers to the amount of "sales revenue before the closing date" minus "payment processing fees." To execute a refund, this unsettled balance must be equal to or greater than the refund amount requested.
What to do if a refund cannot be processed due to insufficient balance:
If the unsettled balance is lower than the refund amount, the refund request will be rejected (the dashboard will display the error message "This payment cannot be refunded"). In this case, please either wait until a new transaction (sale) occurs that can offset the refund amount, or consider refunding the customer directly (e.g., via bank transfer to the customer's account).
If the cause is an insufficient unsettled balance, we ask that you proceed with one of the two options above (waiting for a new transaction to occur, or refunding the customer directly). Please note that contacting Support will result in the same guidance, so we appreciate your understanding in advance.
*If a refund error occurs even though your unsettled balance is sufficient, it is possible that the "refund deadline for the relevant payment method" has been exceeded. Please refer to the separate help page on refund deadlines.
Regarding the message shown in Shopify:
If your Shopify dashboard displays "There is not enough balance on the current payout to cover this refund," this is also caused by an insufficient unsettled balance. The resolution is the same as described above.
Next steps:
From the left-hand menu of the KOMOJU dashboard, open "Unsettled Balance and Settlements" to check whether your current unsettled balance exceeds the refund amount you wish to process.