If you're trying to refund a client but seeing an error message, this article covers the most common causes and how to resolve them.
Common Refund Errors
"Transaction not refunded! Please try again."
This error can appear for several reasons:
1. Insufficient Stripe Balance
You can process refunds based on your available balance. If the payment you are trying to refund exceeds your available balance, the refund cannot be completed.
If there is no available balance, you can process a refund up to -$250 (negative balance). The negative balance will be covered from your next transactions or from your linked bank account.
• If the issue persists, contact support — we can check your Stripe balance status
2. The Transaction Is Under Dispute
If a client has already filed a dispute (chargeback) with their bank for this transaction, you cannot issue a refund while the dispute is active. The dispute process will determine whether the funds are returned to the client. Learn more: How do I contest a chargeback?
How to Issue a Refund
For step-by-step instructions on processing a refund, see: How do I refund a payment to my client?
Partial Refunds
Goldie does not support partial refunds.
How Long Do Refunds Take?
Once a refund is processed in Goldie, it typically takes 5–10 business days for the funds to appear back in the client's account. The exact timing depends on the client's bank. Let your client know that the refund has been issued and they should check with their bank if they don't see it within 10 business days.
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