Root Cause

• Currency mismatch between dispute and original transaction: The refund attempt failed because the dispute was raised in a different currency than the one used for the original transaction.

• Payment processor limitations: The processor does not support cross-currency refunds for disputed transactions.

• Incorrect refund request configuration: The refund request did not align with the original transaction currency, resulting in failure.

Troubleshooting and Solutions

• Inform the customer that the dispute involves a different currency and a refund cannot be processed under these conditions.

• If necessary, consult with the payment processor to explore alternative solutions, such as issuing a manual refund in the correct currency.

• We recommend that the customer contact their bank or card issuer for further resolution related to the disputed amount.

• Review the transaction and dispute details to ensure currency consistency in future refund attempts.

• Educate the finance or payments team on handling refunds for multi-currency transactions to avoid similar issues.