Closed Bug 932529 Opened 11 years ago Closed 11 years ago

Refund for a credit card purchase failed with ' You cannot make a refund request for this transaction.'

Categories

(Marketplace Graveyard :: Payments/Refunds, defect)

Product:
Marketplace Graveyard
Component:
Payments/Refunds
Type:
defect
Priority:
Not set
Severity:
normal

Tracking

(Not tracked)

Status:
RESOLVED WONTFIX

People

(Reporter: krupa.mozbugs, Assigned: tom)

References

(
URL
)

Details

steps to reproduce:
1. Make a credit card purchase on stage
2. Make a note of the Order ID
3. In the lookup tool, search for the transaction with that order ID (https://marketplace.allizom.org/lookup/transaction/f54417ecb0346904e7243d1a935330d9/summary)
4. Try to process a refund for that transaction

expected behavior:
refund is successful

observed behavior:
refund fails with 'You cannot make a refund request for this transaction. '
purchase was made with a credit card ending in 0964
Bango returned:

NOT_SUPPORTED
No refund agent found

This is transaction with external id of f54417ecb0346904e7243d1a935330d9, package id of 923875.
Assignee: nobody → tom
I have said before, if you get a response like that and you need to make a refund then it means it must be done manually. Therefore you send an email with all the transaction details to support@bango.com and the refund will be processed by Customer Service.
Status: NEW → RESOLVED
Closed: 11 years ago
Resolution: --- → WONTFIX
Is there any way we can get credit card refunds to occur via the API without manual intervention?
Hang on...i thought there was a refund API we could call and it would go into a Manual queue
Credit Cards are not part of that Refund API because there are three different aggregators we deal with and each one has refund portal that we have to log into in order to process a refund. Operator Billing is handled by the Refund API only.

This has been made clear on numerous occasions before.
 As far as I know is none of the operators issue refunds, so I assume this will return NOT_SUPPORTED as well?  Will it always return NOT_SUPPORTED, at least with the current deployments?  Should operator refunds be handled the same way by sending an email to your support email?

Can we publish the support email address on our help page (direct for end users)?
In the instances where there is a Refund API in place it will process. For the current launches this will return a NOT_SUPPORTED because no refund API is offered. 

You must not post our email address on your site because we are not handling end-user support and this will just be used for all things Mozilla. We will only acknowledge refund requests from Mozilla and the operators because it means either one have decided that there is a justifiable reason for the user to have a refund. We will not respond to end-user refund requests because we are only providing 2nd-line payment support to the operators.
Adding Patrick McClard since he handles support.
Our current refund support article (https://support.mozilla.org/en-US/kb/report-issues-marketplace-apps) refers users to speak to the developer to resolve the issue before contacting the carriers, then Mozilla as a last resort. 

I'm fine with this process for now, but as we go forward we need to push the carriers to integrate the Refund API.

A couple of questions: 
-My understanding of the workflow was that Developers were supposed to be able to issue refunds. Does a developer who wants to provide a refund have to contact us (the Carrier or Mozilla) in order to issue one?
-Can we go back and add the refund API to these locations where we can launched the marketplace?
-Tom: What sort of Service level should we expect if we send a request to support@bango.com?
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