How To Fix A Manual Credit Refund Stuck In 'Scheduled' Status In Recurly Subscriptions?

Troubleshooting A Stuck 'Scheduled' Refund

If a manually processed credit or refund in Recurly Subscriptions is stuck in a "scheduled" status, follow these steps to troubleshoot the issue. This typically occurs with manual credit adjustments, indicating a system delay in processing the financial instruction.

Standard Processing Period

Most refunds process in $3-5$ business days. A "scheduled" status may persist during this standard processing time.

Check The Transaction Log

Review the transaction log associated with the original payment that created the credit. A common cause for a stuck refund is a missing or invalid gateway ID.

• Determine Transaction Type: If the original transaction was recorded as a manual (external) payment, it may not have the required gateway ID for Recurly to process the refund against through the payment processor.

Contact Recurly Support

If the status persists beyond $5$ business days, contact Recurly Support for investigation.

• Provide Necessary Information: When contacting support, you must include the specific transaction ID or invoice number associated with the stuck refund.

• Support Action: Recurly Support will investigate the backend ledger and gateway communication logs to determine the root cause and manually resolve the processing issue.