Nexio is a merchant services provider that CoreBridge partners with, allowing you to process credit card transactions directly through the CoreBridge interface. Integration with Nexio will also allow your customers to pay directly through their customer portal. This article outlines important considerations when working with the Nexio on refunds.
Understanding Refund Limitations
Some Canadian locations using Nexio with the Moneris gateway may occasionally see payments that appear as “Authorized” but cannot be refunded or voided through CoreBridge or Nexio.
Why This Happens
Moneris uses a unique settlement method that prevents refund options from appearing in CoreBridge or Nexio. As a result, certain transactions may not offer the ability to refund directly.
What You Can Do
When this happens, Nexio has a solution that will allow you to update the status in Nexio to Settled.
If you’re unable to refund or void a payment and an error message is received, reach out to Nexio Support using the following steps.
1. Locate the necessary information:
a. Your Location Name.
Note: This is found in Management / Locations / Manage Locations / (Select the Location associated with the Payment) / Company Information / DBA.
b. Your Merchant ID (MID)
Note: This is found in Management / Global Settings / Services / Merchant Sevies / Nexio / Manage Settings / (Select the Location MID associated with the payment).
c. The Reference Number for the payment
Note: This can be found by navigating to Order / Overrides / Payments / Refund / Reference Number. You may need to hover over the reference number to expand it completely.
3. This information can now be sent to support@nex.io within the following template:
Nexio Support,
We have experienced an issue with a Payment that is stuck in the Authorized Status. Would you ba able to refund the following Payment on your end?
Location Name (DBA):
MID:
Reference Number:
We look forward to hearing back!
4. After Nexio has confirmed that the Refund has been processed on their end, please reach out to CoreBridge support if you are still unable to perform an Offline refund.