There are a number of potential reasons why a credit card refund might fail.
This article seeks to assist with the troubleshooting of credit card refund errors by directing you on things to confirm and your next steps.
You may have a limit on the number of refunds you are able to make from your merchant account.
Please contact your accounts administrator in the first instance. If you are unable to find out from them, please contact your merchant/bank.
Your payment gateway account could have been locked or the password could have been changed.
Sometimes the refund has gone through, but Arlo has not received notification (a token) from your gateway to say that the transaction has been accepted.
It is best to rule this out first by logging in to your gateway to check the transactions for the refund.
The customer's credit card could have expired or been cancelled since they made the purchase. Check with the customer to rule this out. If this is the case, you will need to make the refund via other methods, for example, a bank transfer to your customer's bank account. You will not be able to update the credit card details to process the refund.
This is generally the case if you see the error Refund failed. Object reference not set to an instance of an object.
Your merchant account or payment gateway may not give you the ability to make credit card refunds through another service like the Arlo platform.