CimCommerce v2
Missing Credit Notes Due to Incorrect Refund Event Type
Incident Resolved: CTIM-1991
The Support team has confirmed that all affected transactions have been processed. Therefore, the case status is being moved to Contained.
Please contact CTIM or see ticket for more details.
UPDATE:
The service is specific to Vista, and the customer has already received the refund.
The issue occurred because the credit notes were not released for these refunds.
Support team have identified the affected refund transactions and we’ll end up remediating them by the EOD tomorrow. CTIM will follow up with team for update on remediation tomorrow IST.
New Incident: CTIM-1991
Priority: Low
Escalation sent to: eCommerce Support for review.
Impact:
• The downstream Orders team and financial systems rely on the RefundSuccess event, which contains necessary data (e.g., line item breakdowns) to process the refund completely and generate the required credit notes.
• The incorrect RefundSucceeded events were being ignored, leading to a failure to generate credit notes for successful refunds.
• This has created a significant financial discrepancy in finance systems, posing a high revenue (including refunded amount).
Resolution:
• Payments team has reverted the change, stopping the flow of incorrect events for any new refunds.
Next Steps (Remediation):
• The Payments team is working closely with the Orders and Finance teams to address the affected refund transactions.
• Our current remediation plan involves, Identifying all orders that successfully refunded but failed to generate a credit note (since October 6, 2025) and Reprocessing these refunds by ensuring the correct RefundSuccess events are generated and sent to the downstream Orders and financial systems.