This article provides comprehensive guidelines on refund errors and solutions in the Kustom Portal. It covers the steps for managing permissions, resolving common errors, handling disputes, and addressing special scenarios like external refunds.
Permissions and access
Users require appropriate permissions to process refunds or access related features in the Kustom Portal.
Overview of the user that can and can't handle orders:
Admin – Full access to all features, including Orders.
User – Full access to Orders, can also create new Orders.
Disputes – Full access to Disputes and Orders.
Super Admin – Same as Admin, full access to Orders.
External User – Full access to Orders (and Settlements).
Settlement – Can view Orders but not edit them.
Read Only – Can view Orders but cannot make changes.
Terminated – Viewing-only access to Orders.
Ask an administrator to adjust your user role via the portal’s user management section if you can't handle refunds. Kustom will not be able to change your user-role, ask your administrator.
If you still cannot handle refunds, ensure no disputes are attached to the order (see "Dispute Management" below).
Errors and error messages
Authorization issue: Refunds can only be processed on captured amounts. For partially captures, release the remaining authorization via the "Release Authorization" action in the order view.
Decimal separator error: Ensure refund amounts match the locale format (e.g., use a comma or period correctly).
Special scenarios
Orders created before upgrade
Refunds for orders created prior to your platform upgrade from Klarna to Kustom, must be processed via the Klarna portal. These orders will not appear in the Kustom Portal.
Canceled orders
Refunds cannot be initiated on canceled orders since they are automatically refunded.
Dispute management and refunds
Active disputes may impact refund functionality. Follow these steps to resolve disputes first:
Active dispute: Confirm if there is a dispute on the order via the Timeline within the order details. Handle the dispute accordingly.
Post-Dispute refunds: Once a dispute is resolved—whether closed or won—the refund option will become available again.
Lost dispute: If the dispute is marked as lost the order has already been refunded.
Please note that if the dispute was lost, the customer has already been refunded the disputed amount.
FAQs
Why can’t I issue refunds?
Refund access is limited to certain roles. Request an upgrade from your account administrator.
What happens if I win a dispute and the refund required differs from the disputed amount?
Record the refund manually on the order post-dispute resolution.