thread Re: Refunds in Payments Troubleshooting

Refunds

Jem85 — Sun, 21 Sep 2025 08:06:04 GMT

I’m trying to do a refund. But the card number doesn’t match the customers card even though she definitely paid with the card she said. She tapped with her phone instead of her actual card. Would this be the reason why her numbers don’t match and if I refund the the transaction will it go back to the right card?

Re: Refunds

Arie — Tue, 21 Dec 2021 23:16:00 GMT

Hey @Jem85,

Thanks for writing in and welcome to our Seller Community, we love seeing new faces here!

When a payment is made via a digital card, a new card number is created for each transaction which is why you'd see a different card number on their receipt compared to your customers physical card. Your customer can find their virtual card details in their Apple Wallet or Android wallet - if they're not sure how to find this, guides are available on the Apple, or Google Play support pages.

Please let us know how you go 🙂

Re: Refunds

Jem85 — Tue, 21 Dec 2021 23:35:26 GMT

Thankyou. Just checking so I can just refund like normal and it will go back to the right person?

Re: Refunds

Arie — Tue, 21 Dec 2021 23:47:51 GMT

Yes, you can issue a refund back to them @Jem85 - I'd just advise that they find their virtual card number, to match it back to what you can see from your end.

Re: Refunds

Jem85 — Wed, 22 Dec 2021 03:38:32 GMT

Thankyou. Where would you find that? She sent me a screen shot of her virtual card and the last 4 digits were the same on her physical card.

Re: Refunds

Arie — Wed, 22 Dec 2021 04:12:01 GMT

Your customer can find this number in the Apple Wallet, @Jem85. She would have to tap on the card that was used > tap on the three dots in the top right hand corner > scroll down to device account number.