Changes to refund authorisations
Visa & MasterCard have introduced mandatory changes to card refunds. All refunds now go through additional authorisations before they are successfully processed. This provides extra security for businesses and cardholders, and in most instances you will not notice this change.
However, some card issuers (cardholders banks) have not yet updated their systems to receive authorisation requests for refunds. This is resulting in the decline of a small amount of refund transactions.
What to do if a refund declines
Please attempt to process the refund again by entering the 16 digit card number directly into the terminal. If the refund continues to decline, you can use an alternative method of issuing a refund in line with your business’ refund policy, e.g. cash or store credit.