[SEV-3] ProPay Canada Direct - Issues with Refunds and Credit Card Settlements

According to ProPay, missed Canadian refunds have been processed. This incident is resolved.

ProPay provided the following update:

"A fix has been implemented for the credit card transactions and we are monitoring the behavior of the processing of the settlement transactions.
We are still working on some additional steps that are required to address processing the refunds."

We will send another update when we receive more information from ProPay.

ProPay reported the following:

"An issue has been identified impacting ProPay Canada Direct credit card and refund transactions.
Since 8/26/25, refund transactions have not processed successfully and credit card transactions have not been fully settled and posted to cardholder accounts.
This has resulted in refund settlement reject transactions and cardholders seeing funds returned for transactions that should have completed.
Our teams are working to implement a fix to address this issue and restore service.
Cardholders seeing unexpected return of funds should not attempt to re-process their transactions; when the issue is fixed, transactions will post to cardholder accounts as previously expected.
We will provide additional updates once the changes are implemented."

We will send an update as soon as we have more information from ProPay.