# Refund failure reasons

> Why a refund can fail after submission, and what action to take in each case.

A refund can fail in two phases. Failures caught immediately return a `4xx` response with an `error` object — fix the request and resubmit. Failures that occur after submission are reported asynchronously via a `refund.failed` event with a `failureReason` field.

This page covers the asynchronous failures — cases where VINR accepted the refund request (`status: "pending"`) but the card scheme or bank later rejected it.

> The same failure patterns apply to captures. See [Capture failure reasons](/docs/payments/payment-operations/capture/failure-reasons).

## Failure scenarios

### Technical issue

**Reason:** `technical_issue`

A transient problem occurred at the card scheme or bank. VINR will automatically attempt to re-submit the refund. If it succeeds you receive a `refund.succeeded` event — no action needed.

When a refund fails and is subsequently re-submitted, the refunded principal is credited back to your VINR balance in the interim and re-debited if the retry succeeds.

If the re-submission does not succeed within 10 days, contact [VINR support](https://vinr.com/support).

### Customer's account is closed or unreachable

**Reason:** `destination_account_closed` · `destination_unreachable`

The customer's card account has been closed or the destination bank account is no longer reachable. VINR credits the principal back to your VINR balance.

Reach out to the customer for an alternative destination — such as a bank transfer — and issue a new refund using that method.

### Incorrect request

**Reason:** `transaction_not_found` · `currency_mismatch`

Causes:

- The `paymentId` does not exist or has no remaining refundable balance.
- The refund currency does not match the original payment currency.

Verify the `paymentId` and currency, then resubmit.

### Account configuration error

**Reason:** `operation_not_available`

The payment method requires a refund capability that has not been enabled on your account. Contact [VINR support](https://vinr.com/support) to enable it.

### Refund window expired

**Reason:** `refund_window_expired`

The maximum period allowed for refunds on this payment method has passed. The window depends on the card scheme — typically 180 days from the original transaction date, but shorter for some methods.

If the customer is entitled to a return, process it outside the payment rail (e.g. bank transfer or store credit) and record it in your reconciliation reports.

### Already fully refunded

**Reason:** `insufficient_balance`

The payment has no remaining refundable balance — it has already been fully refunded or reversed. A new payment is required if additional funds need to be returned.

## Quick reference

| Reason                                                   | Your action                                                     |
| -------------------------------------------------------- | --------------------------------------------------------------- |
| `technical_issue`                                        | None — VINR retries automatically. Escalate after 10 days.      |
| `destination_account_closed` / `destination_unreachable` | Contact customer; collect alternative destination.              |
| `transaction_not_found` / `currency_mismatch`            | Verify `paymentId` and currency; resubmit.                      |
| `operation_not_available`                                | Contact VINR support to enable the capability.                  |
| `refund_window_expired`                                  | Use an off-rail method (bank transfer, store credit).           |
| `insufficient_balance`                                   | No refundable balance remaining; collect new payment if needed. |

## Next steps

[Refund](/docs/payments/payment-operations/refund) — Create and manage refund requests.

[Capture failure reasons](/docs/payments/payment-operations/capture/failure-reasons) — The same failure patterns applied to captures.

[Disputes](/docs/payments/payment-operations/disputes) — When a customer initiates a chargeback instead.