Root Cause

• Amount mismatch in reversal: The amount specified in the reversal request differs from the original authorized amount.

• Partial reversal attempt: American Express typically requires the full authorized amount to be reversed, not partial amounts.

• Incorrect transaction reference: A mismatch in the linked authorization and reversal transaction IDs.

Troubleshooting and Solutions

• Internally:

  • Confirm that the reversal amount matches the original authorized amount exactly.

  • Review the transaction logs to ensure the correct authorization reference is used.

  • Ensure partial reversals are not attempted for processors like American Express that require full reversals.

• Retry the reversal only after correcting the amount or initiating a proper refund if reversal is not supported.