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 5-10 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 10 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.