Refunding payments results in error

Problem

When trying to refund the payment on invoice #xxxxxx, customer is getting two errors:

• We were unable to complete the refund.

• Incorrect refund amount of <xx>: greater than available payment amount <xx>

Solution

Using the automated refund workflow creates a negative invoice with a negative payment to account for the refund. The negative invoice and negative payment are linked. If the Refund task in Pricebook is set to taxable, the system tries to generate a larger amount than the original amount which causes the errors.

To address the errors:

1. Go to the Pricebook from where the task was made taxable.

2. Find the Refund task and remove the Taxable checkmark.

3. Refund the payment.