Credit issued to a closed credit card

[Jennifer]

We issued a refund for a cancelled tour but found out after that the card that was originally used is now closed. We can send him a check; however, I wasn't sure how will that show up for reporting purposes. Will it just 'disappear' since the credit cannot be completed?

[CnP.Support.AM]

Good day @Jennifer

In the above case, as of now, it is not possible to update the order number manually as credited. Please note that issuing credit is an API process. Once you submit the Credit, it will post to API, and API post back to us, and the same will be updated in the database. Our team is brainstorming the case to include an option in future releases.

For now, if you want us to update it as credited, please share the order number so that our developers will update it in the backend.

[Jennifer]

I'm sorry but I'm not clear. Are we going to lose the $60 or will the transaction get kicked back since the original credit card is no longer open?

[CnP.Support.AM]

Good day @Jennifer

As stated, for now, we don't have the option to issue a refund for a closed credit card. Since you are going to send a check to the patron, we can update the database to show that amount as negative for your reporting purpose, and to do that we need you to share the order number for which you want to show the amount as negative.

[Jennifer]

You say that you can't issue a credit to a closed card but that amount was deducted off of our settlement 3075666 (order#20940-2207110712347406289) and it hasn't been given back to us as yet. When can we expect to see that reversed?

[CnP.Support]

Good day Jennifer

We reviewed the order number & it appears that you have already issued the Credit - see below:

• In your original post you stated that the credit has not been issued and the card has expired. You had not listed the order number.
• We assumed that you had tried to issue the credit but it has failed. Not having the order number we could not verify and as such we suggested that you send the check.
• Knowing the order number we see that you have already issued the credit and the bank has already deducted the fees and amount from your account.
• So now we are confused

please see below - the CONNECT site shows the credit has been issued:




and based on our records the credit has already been handled by the issuing back and the money has been withdrawn from your account - see the settlement settlement report:




So at this time it appears that all is in order and no issues are there. The issuing credit card company has processed the credit and has responded to our credit submission. No action on anyone's part is needed.

Please let us know if we can be of any help.

[Jennifer]

I know that we issued the credit already; however, thank you for confirming that their bank accepted it as they shouldn't have. We'll get in touch with the contact about the matter.