CardConnect ACH Refund Failure

A manual process is required to handle a failed ACH refund due to a known issue with CardConnect. Refunds attempted via the Virtual Terminal and those attempted through any integrated software are affected.

Note: Merchants receive a welcome email with their ProfitStars login information. The same information is available in the Attachments section of any ProfitStars MID. The VAR sheet contains a merchant’s unique credentials and the ProfitStars portal link. 

Steps:

1. Log into the ProfitStars portal with credentials provided by CardConnect. 
2. From the Dashboard, click Current Transaction Summary. 
3. Click Processed. 
4. Locate the desired transaction to refund and click the portrait icon in the far left column for the row. 
5. Select Refund from the Actions menu.
6. Finally, manually refund the payment in Ordway.