Submitted a refund to a customer to find out they no longer have the card they used for their original purchase? Keep reading!
In the majority of cases, refunds made to closed or canceled cards should still succeed, though we only see that it was sent back to the source originally charged. Typically, if the customer has a new account with the same bank, the bank will just push the credit over to the new account. This may take extra time, but if the customer still has an account with that bank, it should eventually get there. The support representatives at your customer's bank may or may not have insight into the movement of these funds during that time.
Even if the customer has no current account with the bank, most banks are still able to figure it out. We’ve even heard of banks cutting paper checks to their former customers in cases like these. If the funds get lost or stuck in transit, you can reach out to our support team at firstname.lastname@example.org to retrieve an ARN for the refund. The customer can give this number to their bank to help locate the funds.
For steps on how to submit a refund for an entire order click here.