In general, you should always use the refunding functionality via your Convious Control Panel under Orders > Orders if you want to refund an order. Here it does not matter if your visitor paid via PayPal or via a payment method provided by Adyen. 

Sometimes, it might happen that when you try to refund the order from the Orders page, the refund does not go through and instead, you see the error message. 

What should you do?

First of all, check the payment date. 

If it's a PayPal order and it was done more than 180 days ago in the past, the error message should say that it's impossible to refund due to the expired refund window. 

Similarly, if it's a credit card payment, a refund is allowed only within 1 year after purchase. 

Some local banking methods, do not support refunds in the Control Panel.

These are:

  • Finnish E-banking
  • MBway
  • Multibanco

Have you followed the guidelines and still experiencing issues? Please don't hesitate to contact us at