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    Why is the refund not being completed?

    In some cases, if a refund is stuck in the REFUND INITIATED state it could be due to an insufficient account balance. Make sure your account balance covers the initiated refund. If your account balance is negative, you will need to either charge transactions to cover the refund (including fees) or do a manual top-up.

    If you have verified that you have a sufficient balance but the refund is still not completed, please contact our Support team.