The "Unable to Refund" status message in a gift card transaction inside the Payment Report means that Punchh sent a request to the payment processor for a refund the be processed and given to the guest, but was declined and the payment processor returned the message "Unable to Refund" to Punchh.
Any issues experienced with the refund process would need to be addressed with the payment processor directly, since Punchh has already exhausted their options to request a refund to the payment processor. If a payment has already been processed and a guest wants a refund, this is something that has to be taken up with the gift card provider. Punchh is not the point of contact for payment activity like refunds.
NOTE: Only "Unused Payment" status transactions can be requested to be refunded. The "Unused Payment" status means the payment was successful but not processed. It is intended that not all gift card transactions be available to request a refund.
In an effort to supply information as quickly as possible, this article has been published prior to a formal technical review, and is subject to factual, grammatical, and various structural errors. Data may be incomplete, misordered, or incorrect.
This additional disclaimer will be removed upon formal review of this article. The standard Punchh Inc. KB Disclaimer still applies, and can be found at: https://support.punchh.com/hc/en-us/articles/360040100273-Punchh-Inc-Knowledge-Base-Disclaimer
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