Refunds, reversals and card balance returns
Identify the kind of return before looking for the matching entry.
Different kinds of return
A merchant refund returns settled spending. A reversal releases or adjusts an authorization. A balance withdrawal or deletion refund returns refundable card funds to the platform wallet. These can all occur on the same card.
Where to check
Look for merchant refunds in card transactions and wallet credits in Finance. Some refunds require risk review; the destination depends on the product and card status. A ticket should include last four digits, transaction ID, amount, date and upstream evidence, never a full card number or security code.
Identify the return type
Merchant refunds, authorization reversals and returning card funds are different operations.
- For a merchant refund, find the original card transaction and its refund record.
- For a reversal, check the original authorization and release or adjustment.
- For returning card funds or closing a card, check the wallet ledger and operation status.
Follow the records
Match the merchant evidence to the original transaction.
- Find the original time, amount, currency and transaction ID.
- Check refund or reversal status in card transactions.
- If money is returning to the wallet, also check Finance.
- Wait for the administrator’s decision where review is required.
The destination depends on card existence, product rules and the actual review result.
Information for a ticket
Provide the last four digits, original transaction ID, refund amount and currency, request date and merchant evidence. A merchant’s submission notice does not itself confirm receipt. An earlier card-closure refund is not evidence of a new merchant refund.