Error: Data could not be saved. One or more fields in the request contains invalid data. This happened because the program could not process the credit card for the $xx. Credit card, (card type) #xxxx payment - when refunding

When processing a refund, you may receive the following message: Data could not be saved. One or more fields in the request contains invalid data. This happened because the program could not process the credit card for the $xx. Credit card, (card type) #xxxx payment. 
This error occurs when the merchant account changes in the timeframe between the payment and the refund. For example a patron submits a payment to merchant account A. The organization then later changes to merchant account B (this could simply be a username change for the merchant account). When the organization attempts the refund, the refund is trying to go through merchant account B, prompting the error message to appear.

To refund the money back to the patron:
You will need to manually refund the patron by refunding the order through your merchant services portal.

To show a refund record in Altru:
  1. Navigate to the order in question. 
  2. On the left hand side under Tasks, click Refund Order #XXX
  3. In the Payment details section, change the refund method to "Other"
User-added image
  1. Click the Refund Button. 

Steps to Duplicate

  1. Go to Sales > Order search, type in order number to refund
  2. Under the Tasks menu, click Refund order
  3. Check the items you wish to refund and ensure that the Refund method is the credit card that processed the payment
  4. Click Refund
  5. Receive Data could not be saved error message

Environment

 Altru Arts & Cultural

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