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# What to Do When a Refund Doesn't Go Through

If a card refund doesn't go through, Apprentice tells you why and keeps a notice on the payment. Here is what each notice means and what to do.

## Where to find notices

The **Process Refund** window stays open and explains the problem. A notice also stays on the payment until a later refund works or you dismiss it. Find it in:

- The project's **Money** tab, under **History**
- **Payments**, then **History** (artists)
- **Revenue**, then **History** (shop owners and admins)

Front desk staff can't see these notices. Every notice has a **Reference** code. Give it to support if you need help.

## "Refund of $X didn't go through"

Stripe said no, so no money went back to the client.

- **Not enough balance:** The Stripe account that got the payment doesn't have enough balance. The window only shows **Close**. Try again after new payments come in, or contact support.
- **Stripe didn't accept the refund:** Contact support before you choose **Try again**.

## "Refund of $X not confirmed yet"

We can't tell yet if the refund went through. Check **History** in a few minutes. Don't try again until you've checked, because a second try could refund the client twice. If it isn't in **History**, contact support with the **Reference** code.

## "Refund of $X is on hold" (split payments)

Part of a split shop and artist payment couldn't be taken back yet, so the client has not been refunded. Apprentice keeps trying. Choose **Try again** to try right away. If it is still on hold after about a week, contact support with the **Reference** code. You can't dismiss this notice.

How fees are shared and how a short balance is recovered on split payments are still being confirmed. Treat the amounts shown as the guide, and ask support if a number looks wrong.

## "We couldn't check for failed refunds"

The page couldn't look for notices. Choose **Retry**.

## Dismiss a notice

Choose **Dismiss**, then **Hide notice**. Dismissing only hides the notice for everyone. It doesn't change the refund. If the same payment fails again, a new notice shows. Check **History** before hiding a "not confirmed yet" notice.

## Related articles

- [Refunding a Payment](https://help.useapprentice.com/en/article/refunding-a-payment-q7985/)
- [Viewing Your Payment History](https://help.useapprentice.com/en/article/viewing-your-payment-history-n17byf/)
- [Contacting Support](https://help.useapprentice.com/en/article/contacting-support-rw7dek/)