A refund exceeds the balance, or is refused
A refund is recorded against the amount still left to refund on the donation in Salesforce. Two things can happen when the two do not agree: MoveData records less than the platform refunded, or Salesforce refuses the refund altogether. Both leave a message in the execution log, and each has a different remedy.
For help finding these messages, see Reading and understanding error messages.
A refund that exceeds the balance#
You may see one of these warnings in your execution log:
Refund exceeds the refundable balance; recording the balance
Refund exceeds the remaining amount; recording the remainder
Nothing has failed. MoveData has recorded everything that was left to refund and noted both figures in the log.
The warning means the original donation was recorded in Salesforce for less than the donor actually gave, so there was not enough left on it to refund in full. The gap between the two figures is the amount the donation was recorded short by.
To put both figures right, reprocess the original donation so it is recorded at the full amount, then reprocess the refund. See How to reprocess failed notifications.
Note
A refund for less than the balance is normal — a partial refund is recorded against the donation and leaves the rest of it open. Only a refund larger than the balance is warned about.
A refund that was refused#
You may see this error in your execution log:
Could not record the refund: ...
Everything after the colon is Salesforce's own message. Most often it is a validation rule added to the Salesforce org — for example, one that requires a reason whenever an opportunity is marked as lost.
MoveData cannot work around a rule that belongs to your Salesforce org, and relaxing or amending it is a change you or your Salesforce partner make. Once the rule allows the refund, reprocess the notification.
Success
Nothing is left half-written. MoveData undoes the refund before reporting the failure, so reprocessing cannot leave a second refund behind.
A refund reported as skipped#
Where nothing is left to refund on the donation, the refund is skipped and the log says so. This is almost always the same refund arriving twice, and needs no action.