10.3 and 3.1 Using CardConnect to Refund a Credit Card Sale originally processed in PlugNPay or ETS
Problem
We used to have PlugNPay as our Credit Card solution, but we recently changed to CardConnect. I have a credit card transaction that was done in PlugNPay. I get an error in CardConnect when I try to do this. Can you help?
Solution
PlugNPay tokens from retail sales that occurred prior to the conversion cannot be refunded from CardConnect. There is no way for this to be done. At this time, you have two (2) 'work around' options:
1. Keep Your PlugNPay Merchant Accounts Active.
VSI recommends keeping your PlugNPay Merchant Accounts active for six (6) months following the conversion so that any refunds which you need to issue can be done from the PlugNPay portal. In the event you need to issue a refund for a retail sale processed in PlugNPay after converting to CardConnect, VSI recommends:
Processing the refund in RecTrac using a Miscellaneous Payment Code (Note: NOT a Credit Card Payment Code) to balance the customer's account in RecTrac. Processing the actual credit card refund on the PlugNPay WebXpress portal to balance the customer's credit card account.
2. Deactivate Your PlugNPay Merchant Accounts
In the event you do not wish to keep your PlugNPay Merchant Accounts active, then VSI recommends contacting CardConnect and having them enable blind credits on your Merchant Accounts.
This is not as convenient for the patron because they will have to give you their credit card number to receive their refund. There is a potential fraud issue because the patron could give you the number for a card that was not used for the actual sale.
Note: The above is also true for ETS. If you were using ETS as your Credit Card solution and changed to CardConnect, then the above information applies to you as well.