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Refund failure for orphan transaction

Refund failure for orphan transaction



One of our customers contacted us as he was charged for 3 transactions. He thought they all failed but his bank charged him. These transactions were set as orphan transactions in Magento.

I recovered one of these orphan transactions and tried to refund the customer but I got a red shield (with no explanation).

The system won't let me refund the customer even though the amount is now set as captured (there is also a transaction ID). I'm not sure if this means that the customer will be charged a fourth time?

I then tried releasing/authorising the payment on Sage Pay but it gives me an error saying that the system cannot generate an invoice for this order.


I'm not sure what to do at this point. Is there a way to fix this issue?


Thanks a mil for your help!