Refund reason codes

Learn how to use refund reason codes.

Reason codes are searchable alphanumeric strings of text that explain the reason for the refund. You can use standard Digital River reason codes or create a custom list of reason codes for this purpose and use the reason parameter to display this code in queries and responses.

A shopper can select a reason code that explains why they want a refund for the product. The reason codes in the request must match the reason codes configured for the API consumer’s site. The API consumer can map the description of the reason codes to the values they want to display to a shopper. API consumers can use Digital River's default reason codes or customize the reason codes to meet their specific needs. Contact your Digital River Representative if you want to customize your reason codes.

To view or configure standard Digital River reason codes and customized reason codes for your site, sign in to Global Commerce and follow the instructions in How to configure reason codes in the Global Commerce Help.

Standard refund reason codes

The following refund reason codes are available by default:

Reason Code

Description

Required/Optional

FRAUD

Fraud

Required

MISSING_ITEMS_FROM_ORDER

Missing Items From Order

Required

NEVER_RECEIVED

Never Received

Required

CANCELLED_BUT_SHIPPED

Cancelled But Shipped

Optional

CANT_DOWNLOAD

Cannot Download

Optional

CHARGEBACK_AVOIDANCE

DO NOT SELECT - System Initiated Chargeback Avoidance

Optional

CUSTOMER_ERROR

Customer Error

Optional

CUSTOMER_SATISFACTION_ISSUE

Customer Satisfaction Issue

Optional

DAMAGED_PRODUCT

Damaged Product

Optional

DELAYED_SHIPPING

Delayed Shipping

Optional

DUPLICATE_ORDER

Duplicate Order

Optional

FEE_CHARGED_INCORRECTLY

Fee Amount Charged Incorrectly

Optional

FEE_EXEMPT_CUSTOMER

Fee Exempt Customer

Optional

MATCH_PROMOTIONAL_PRICE

Match Promotional Price

Optional

ORDERED_WITHOUT_PERMISSION

Ordered Without Permission

Optional

ORDER_PROCESSING_ERROR

Order Processing Error

Optional

PHONE_ORDER_ERROR

Phone Order Error

Optional

PRODUCT_SHOULD_NOT_HAVE_FEE

Product Should Not Have a Fee

Optional

PRODUCT_TRIALWARE

Trialware

Optional

REFUSED_ORDER

Refused Order

Optional

TAX_EXEMPT

Tax Exempt

Optional

UNABLE_TO_SHIP_TO_COUNTRY

Unable To Ship To Country

Optional

UNDELIVERABLE_ADDRESS

Undeliverable Address

Optional

VENDOR_APPROVED_REFUND

Vendor Approved Refund

Optional

WRONG_PRODUCT

Wrong Product

Optional