Problem

  • When making a refund, only the button "Refund offline" is visible.
  • The "Refund online" button (which should be used) is not available.

Solution #1

Make sure to follow the correct workflow:

  1. First open the invoice that belongs to the order.
  2. Then click "Refund" at the top right.
  3. Now the "Refund online" button should be available at the bottom right of the page.

Solution #2

If you already tried solution #1, check if the Dynamic E-Commerce Parameters are enabled correctly in the Ingenico backoffice.


Important: If you see parameters that start with "ECOM...", do not enable those!


Parameter configuration in Ingenico backoffice


After setting the parameters, test if the online-refund works using a new order.