Root Cause

• Currency mismatch: The refund attempt failed because the dispute was raised in a different currency than the one used for the original transaction.
• Processor limitations: The processor does not support cross-currency refunds for disputed transactions.
• Incorrect refund 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.
• Consult with the payment processor to explore alternative solutions, such as issuing a manual refund in the correct currency.
• Advise the customer to 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.