{"section":"known-issues","requestedLocale":"en","requestedSlug":"split-refund-recorded-but-never-sent-to-the-provider-external-tax","locale":"en","slug":"split-refund-recorded-but-never-sent-to-the-provider-external-tax","path":"docs/en/known-issues/Payments/split-refund-recorded-but-never-sent-to-the-provider-external-tax.md","branch":"main","content":"## Summary\n\nOn stores that use an external tax provider, refunding an already-invoiced seller sub-order fails inside the gateway. Nothing reaches the payment provider, and the shopper is not refunded — but a refund for the full amount is still recorded as an e-mail notification, with the refunded total at zero, so it looks like it worked. The transaction may stay in `Settling`.\n\nCause: the gateway recalculates how to split the refund between marketplace and seller, and that recalculation does not see the external tax. It over-credits the seller, then corrects the seller but not the marketplace, so the shares no longer add up to the amount being refunded, and the gateway rejects its own request: `Value in recipients (xx.xx) is different than operation value (xx.xx)`.\n\nCancelling the order before it is invoiced refunds normally.\n\n## Simulation\n\n### How to recognise it\n\n- A refund on a split order never reached the shopper, and the connector says no request arrived.\n- The transaction shows a refund for the full amount as an **e-mail notification**, with the refunded total still zero.\n- The store's tax comes from an external provider, and the missing amount is close to the sub-order's tax.\n\n###\n\n### Steps\nNeeds a split-enabled marketplace account, a store with an external tax provider, and a third-party seller item with a commission.\n\n\n1. Place an order mixing a marketplace item and a third-party seller item with a commission.\n2. Let it be paid and captured.\n3. In the seller account, start handling the seller sub-order.\n4. Invoice it for the full value — a sales invoice.\n5. Wait until it shows as invoiced. Invoicing before handling starts leaves the return refused with \"pedido sem valor faturado\".\n6. Register the return for the same value — a return invoice. The refund fails here.\n\n\n**Result:** the refund is rejected, the refunded total stays at zero, and only an e-mail notification is recorded.\n\n## Workaround\n\nThere is no workaround available."}