LL - Refund to closed credit or bank card

What happens when a refund is issued to a closed card or account? 

If we have already issued a credit/refund to an order and the customer has closed the card or changed their credit card account/company, the customer will need to contact the bank that issued that card in order to receive the funds.

We can only issue a refund back to the card the order was originally charged to - and once we process the refund the funds are transferred to their bank.  The bank will hold the funds until the customer contacts them. 

Unfortunately, there is nothing we can do to override this process. 

If the customer alerts us about the closed card BEFORE we issue the refund we may be able to issue them a PayPal refund instead.  

Please contact your team lead or Stacy for details before offering this to the customer. In the case that we are able to issue a PP refund, you'll need to notate very clearly so that we don't issue a refund back to the card in the future. 

Example Saved Reply: 

Hello {%customer.firstName,fallback=%}, 

Thanks for getting back to us about your recent refund to your cancelled card. I apologize for the delay in getting back to you and I'm happy to help you with this. 

Unfortunately, we can only issue a refund back to the card the order was originally charged to - and once we process the refund the funds are transferred to your bank. 

The good news is, as long as the account your card was associated with is still active, your card issuer (bank) will know how to get the funds to you. 

Your next step is to follow up with them for more information about how and when you'll be receiving your funds.

If they have any questions for us, have them give us a call at NUMBER We will need you on the line as well, so we can get your authorization to speak with them about your account.

We are here to help if you need anything further. I hope you are having a great day!