Return

Returns

Returns can be done when a cardholder needs to be refunded for the sale transaction. Returns can only be done to sale transactions that are in a closed batch. If the sale transaction is still in an open batch, the sale must be voided. If the entire sale needs to be canceled (in the event where the virtual card will not be used) the cancel functionality can be used instead.

Sales Returns will be debited from your account as part of the Daily Funding process. Sales Returns can be tracked on the “Sales Returns and Voids” in the Daily Data file that is emailed each morning and also in various reports within Analytics.

Returns may be declined. For more information about declined returns, please see the Return Authorizations section below.

Developers can find technical information on Returns in our Developer Docs.

Voiding Returns

Returns can be voided in the CXP Portal or via API.

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A Return can only be Voided before Midnight ET of the day the Return was processed.

To Void a Return via API call the Void endpoint and include the ReturnGuid in the SaleGuid property

To Void a Return via the CXP Portal, you can simply click this button (see screenshot below)

Return Authorizations

Visa, Mastercard, and Discover introduced an authorization requirement, or mandate, for return transactions (also known as a cardholder refund). Authorizing a return enables the card issuer to validate the cardholder account, decline potentially fraudulent cards, and minimize chargebacks if the account does not exist or has been closed. The return authorization message is intended to improve the return process, minimize return inquiries and improve the customer experience for cardholders by enabling them to view a credit/return on their online banking account/statement in real-time and receive other services from the card issuer such as text alerts. Most Point of Sale (POS) systems were not previously designed to obtain authorization to return money to the cardholder. Prior to this update, a return transaction was stored in the system until submitted for a settlement.

How to Handle Declined Returns

There are a couple of reasons issuers may decline a credit voucher authorization. The most common scenario is that the account used for the original purchase is no longer available or valid (for example, the original card has been replaced due to expiration or being reported lost or stolen, or was a Prepaid card that has since been discarded). When the authorization request for the refund transaction was declined by the issuer, a merchant may process the refund via an alternative method.

Alternative methods include:

  • Attempting to process the return to a different credit card via API (details below)
  • Issuing/mailing a check (outside of ConnexPay)
  • In-store credit / gift card (outside of ConnexPay)
  • Cash (if in person) (outside of ConnexPay)

Processing the Return to a Different Credit Card

Using the ‘Returns’ Endpoint, you can send a retry request by populating the ReturnRetryCard object fields. This tells us this is a retry at which point we validate some things to make sure it’s a legitimate return (we make sure it wasn’t already returned, we make sure the amount is for the original return amount, etc). A couple of things to keep in mind:

  • This can only be performed on a return that was previously declined - The return will fail if there isn’t an original, declined return response
  • You have seven days from the original declined return attempt to process the return to a different credit card.
  • The return will fail if the attempt is for more than the original return request amount

See developers documentation here.

Below are the response codes and descriptions for Return Authorization declines:

ProcessorResponseCode

Message

Description

D0005

Return not allowed

The transaction is not authorized for return. This error may occur because the transaction was not settled, was declined, or already reversed.

D0008

Possible duplicate request

This is a duplicate request. The credentials for this transaction (i.e. amount, card number or same service) are the same as another transaction submitted less than one minute apart.

D0092

Re-enter transaction

Re-enter transaction

D2002

Suspected card

This credit card has been flagged for fraud. the merchant should call the number on the back of the card to obtain further instructions. Suspected card error occurs in the following scenarios: The card is restricted by the issuer, loss of card is reported, theft of card is reported

D2005

Invalid card

The issuer indicates that this card is invalid.

D2006

No such issuer

The card issuer number is invalid.

D2011

Expired card

The card has expired.

D2012

Insufficient funds

The credit limit for this account has exceeded, or the amount is not enough to perform the transaction.

D2013

Invalid from account

The transaction account is invalid.

D2015

Withdrawal limit exceeded

The withdrawal limit on an account is exceeded.

D2020

CVV verification failed

The V code provided is invalid or does not match what is on file and merchant set up for auto decline on CVV2 failure.

D2021

Issuer or switch inoperative

The bank is unavailable to authorize this transaction.

D2026

Do not honor

The transaction was declined by the issuer

D2029

Invalid service

The service provided by the card is invalid.

D2999

General card auth decline

This is a general decline error.

E0201

System error billpay

System error search

E0910

Timeout

Timeout

E0911

System Error

System Error

E0912

Error on host

Error on host

E6072

Transaction is in process. please try after some time

Simultaneous actions cannot be performed on the same customer record. The application is unable to perform edits on a customer record while the record is in use.

FAQs

What is a Return Authorization?

A Return Authorization is a mandate or a directive that enables a card issuer to authorize and validate a refund for a cardholder and minimize chargebacks and fraudulent cards if the account doesn’t exist or has been closed.

Why did the card brands implement this change?

The return authorization mandate is intended to improve the current cardholder experience by allowing them to view a credit/return on their online banking statement in real-time, receive text alerts and minimize return inquiries.

Do all card brands support the Return Authorization?

Visa, Mastercard and Discover support the Return Authorization mandate.

Is there anything we can do to prevent or stop Return Authorization Declines?

Unfortunately no. The decision to decline a Return Authorization is completely up to the issuer of the consumer’s credit card.

Why would issuers decline a credit voucher authorization? What can a merchant do when the purchase return authorization request is declined?

There are a couple of reasons issuers may decline a credit voucher authorization. The most common scenario is that the account used for the original purchase is no longer available or valid (for example, the original card has been replaced due to expiration or being reported lost or stolen, or was a Prepaid card that has since been discarded). When the authorization request for the refund transaction was declined by the issuer, a merchant may process the refund via an alternative method.

Alternative methods include:

  • Issuing/mailing a check
  • In-store credit / gift card
  • Cash (if in person)

Supporting Documentation

Visa - https://usa.visa.com/dam/VCOM/global/support-legal/documents/new-purchase-return-vbs-10-apr-17.pdf


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