When trying to issue a refund on a transaction, if you receive an error that says the transaction is not valid or the original transaction can not be found, this could be because the original payment happened before the switch to CardConnect (Dash Payments). Therefore, Dash can no longer reference that original transaction with the old processor.
What to do
Since we no longer have the customer's credit card stored through the original transaction, you will need to get the full credit card and expiration date for your customer. At the checkout screen, instead of selecting the dropdown option of "Select a Previous Card", you will need to hand enter the customer's credit card to process the refund. In order to see the ability to hand enter credit card numbers, you must have the "Credit Card Reversal" auth assigned to your role.
If the customer buys something small on their credit card, we now have a current token for them saved on CardConnect. So if they decide to buy something after the switch, then we can use the "Select a Previous Card" option again.
Another option is to offer your customer to issue them a refund check.