Understanding refunds and credits for virtual card transactions

Sometimes, after making a purchase with a virtual card, you may receive money back from the merchant. This is known as a refund or credit. You can now view these credits in Go alongside the original purchase, making it easier to see when a merchant has returned money to your source card. Keep in mind that you can't request or initiate a refund directly through Go. Refunds must be issued by the merchant, so if you need a refund for a purchase, you'll need to contact the merchant directly.

Where does the refunded money go?

When a merchant processes a refund, the money goes back to the source card, not to the virtual card you used to make the purchase. Because of this, your virtual card's available amount won't increase when a refund is issued. However, you can still see which virtual card is associated with the refund in Go.

You'll also be able to:

• View the credit in Go alongside the original purchase.
• See the refund on the source card's bank statement.

This means you can track the refund in Go while the money is returned to the source card.

Where can I view credits in Go?

You can find credits alongside purchases in Go. The steps to view them depend on your role and the transactions you have access to.

• Company Admin and Support Admin: Select Transactions from the side menu to view transactions for the whole company.
• Team Owner and Manager: Open Transactions for your team to view your team's transactions.
• Users with a virtual card: Open the card in your Wallet, then look for the Transactions table.

How can I recognize a credit?

Credits have a few differences from regular purchases, so you can identify them when reviewing your transactions.

• Status: Credits show Credit in the Status column. Regular purchases show Approved.
• Amount: Credits appear in green with a plus sign, such as +50.00. Purchases appear as negative amounts.
• Receipts: You don't need to provide a receipt for a credit. Receipt icons aren't displayed for credits, and you can't upload a receipt for them.
• Receipt filter: Credits won't appear when you use the Show transactions without receipts filter.

How do credits appear in the CSV report?

If you download your transactions as a CSV report, you'll notice that credits are labeled Refund instead of Credit.

Here's what to look for in the report:

• Transaction type: Shows Refund for a credit and Purchase for a regular purchase.
• Refund amount: Shows the amount returned by the merchant.
• Transaction amount: Is left empty for a refund.

Although the wording differs between Go and the CSV report, both refer to the same type of transaction.

Frequently asked questions

Can I refund a purchase from Go?

No. Go doesn't let you initiate refunds. Only the merchant can issue a refund. Once the merchant processes it, the credit will appear in Go alongside the original purchase.

Why didn't my virtual card's available amount increase after a refund?

The refunded money goes back to the source card, not the virtual card used for the purchase. Your virtual card's available amount therefore stays the same.

Do I need to add a receipt for a credit?

No. Receipts are only needed for purchases. You can't upload a receipt for a credit, and receipt icons won't be displayed for these transactions.

Why does Go show "Credit" but the CSV report says "Refund"?

Both terms refer to the same transaction. Go displays Credit on the screen, while the CSV report uses Refund.