I’m trying to issue a refund, but the refund tab is grayed out. Have I not set something up?

[kfrasher]

I’m trying to issue a refund, but the refund tab is grayed out. Have I not set something up?

[Joe]

Hi there, @kfrasher - thanks for taking the time to ask your question here on the Seller Community! We are happy to have you 🙌

So sorry for the confusion here. I think we can provide some clarity on this one. 

If a refund is grayed out, either the refund has already been issued up to the complete amount, or the refund timeline has been extinguished for the transaction. The normal refund availability window is one year after a transaction is taken. However, the mobile Point of Sale app will only allow a refund to be generated up to 120 days after the transaction; this meaning that if the refund you are trying to process is over 120 old, you will need to access the Online Dashboard to fully process.

I hope this information is helpful. If that doesn't hit the mark on this issue, please let me know! We are here to help.