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About Refund Errors

Updated

The most common cause of a refund error in the KOMOJU system is an insufficient "Unsettled Balance". Refunds processed through KOMOJU can only be executed within the amount of the current unsettled balance in your account.

What is the Unsettled Balance?

It refers to the "sales amount before the payout closing date" minus the "transaction fees." To execute a refund, this unsettled balance must be equal to or greater than the requested refund amount.

What to do if you cannot refund due to an insufficient balance:

If your unsettled balance is lower than the refund amount, the refund request will be rejected. In this case, please wait until new transactions (sales) occur to offset the refund amount, or consider refunding the customer directly to their bank account without going through the KOMOJU system.

*If your unsettled balance is sufficient but you still encounter a refund error, it is highly likely that the "Refund Deadline" for the specific payment method has passed. Please refer to the separate help article regarding refund deadlines.

Next Best Action:

Open "Unsettled Balance & Payouts" from the left menu of the KOMOJU Dashboard, and verify that your current unsettled balance is equal to or greater than the desired refund amount.

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