3.1 Cancelling a Credit Card payment in RecTrac that was cancelled by the Card Company
Problem
We had a customer dispute a charge on their AMEX and the payment was cancelled by AMEX. The customer is now going to remake the payment since it was a valid charge. We needed to CANCEL the original payment from the AMEX since it is still showing as a valid payment in the customer's account. We followed the payment reversal process to clear out the original payment to allow for the new payment to be made with a new card. When the reversal was completed it showed as REFUND to the customer's AMEX and it showed on my cash report a -$190.00 to AMEX. This was not supposed to go back to the card as the money was already taken back by AMEX. We need to be able to completely CANCEL a payment and not have it also REFUND since we no longer have the money (same as when we receive a NSF check). We also need the customers transaction history to reflect the cancelled payment not show it as a refund to the account.
Solution
You can do a payment reversal or cancel the transaction by doing a refund now to the credit card paycode AND linking a NOVALID Credit card profile to the user ID of the user doing the refund or reversal. If you need the reversal/refund to show on a RecTrac credit card report (military customers typically do), use a CCMAN credit card profile rather than the NOVALID credit card profile.
1. Go to Management > System Management > Profile Assignments.
2. In the Linked Profiles area, drill down under user IDs and find the user that will be doing the reversal or the refund.
3. If they already have a Credit Card Profile linked. Remove it.
4. Under Available Profiles > Credit Card, look for NoVal, NoValid, or CCMAN (name could vary by database).
5. Link that profile to the user.
6. Complete the reversal or the refund as if you were returning the money to the credit card. If you are doing a refund, you will still need to pick a receipt/credit card mask in the drop down or type the receipt number in of the original payment but the money will not be put back on the card. The transaction will not show on the credit card report or hit the credit card gateway.
7. Remove or Replace the NoValid/CCMAN credit card profile after completing the transaction.