When issuing a refund, the last 4 digits on transaction is different than last 4 digits on receipt

[Level10]

I issued a customer a refund on 1/20. The customer reached back out because they never received it. I did researched and noticed that the last 4 digits on the receipt is different than the last 4 digits on the refund transaction. But that is the card that the customer used. How can I get them their refund?

[VanKalkerFarms]

The refund can only go to the card that was used and is connected to that purchase in the POS.  issuing a refund on that transaction will refund to the card that was used.

Thoughts

is that the right transaction you are looking at?

did the customer get new cards issued between the purchase and the refund date?  If so the credit cared company they have will handle the refund going to the new card internally.

[alexandriak]

I've had this happen where the card digits were different than the one in the customers hand. It usually happens with digital wallet transactions to protect the cardholders card information. They should have received the refund though. Are they absolutely sure they didn't receive it? I would have them check their statements within a 1 week period from the date you issued it onward just to be sure.