February 4, 2026: Resolution and Recovery Phase II
Refund Initiation Phase II: Nuvei's quality assurance audits confirm that additional credits are sent to clients not included in the initial refund batch. This second refund recalculates the correct fees and is issued 2/3/26 for the overcharged amounts.
Detailed Member Communication: Cash Practice sends individualized updates to affected members who are due the additional refund, confirming exact refund totals.
Overdraft Fee Commitment: Nuvei and Cash Practice formally commit to reimburse any secondary overdraft or non-sufficient funds (NSF) fees resulting from the error. The merchant can upload supporting documents HERE.
Live Webinar: Nuvei hosts a webinar to explain the issue and remediation.
February 3, 2026: Resolution and Recovery I
Fund Delivery: Refunds processed on February 2nd are expected to reflect in merchant bank accounts throughout the week (depending on the member's bank's specific processing window).
Detailed Member Communication: Cash Practice sends individualized updates to affected members, confirming exact refund totals and explaining the "difference" calculation (e.g., if $1,000 was debited but only $600 was owed, a $400 credit is issued).
Follow-up Notification: Cash Practice and Nuvei issued a notification to affected customers, reiterating that the error was on Nuvei’s end—not Cash Practice's—and confirming that refunds had been issued. They also released a statement and FAQs.
February 2, 2026: Incident Identification and Initial Response
The Error Occurs: An unprecedented technical error originating from the processing bank, Nuvei (formerly Paya), results in incorrect, inflated merchant-fee debits on a small subset of Cash Practice member accounts.
Root Cause Analysis: Nuvei successfully identifies the root cause of the error and the specific accounts affected.
Initial Notification: Cash Practice and Nuvei issue the first alert to customers, clarifying that the error was on Nuvei’s end—not Cash Practice—and stating that resolving the issue is the "#1 priority".
Clarification for Unaffected Members: A follow-up notice is sent to the broader membership confirming that the error was limited to a small group and that no action is required for those not impacted.
Verification Window: Members are advised to allow until the end of the business day for all transactions to fully sync before reporting any remaining discrepancies.
Refund Initiation: Nuvei recalculates the correct fees and begins processing automatic refunds for the overcharged amounts.
Overdraft Fee Commitment: Nuvei and Cash Practice formally commit to reimburse any secondary overdraft or non-sufficient funds (NSF) fees resulting from the error. The merchant can upload supporting documents HERE.
Secondary Notification: Cash Practice CEO, Dr. Miles Bodzin, issues a statement and a video to affected customers, providing a transparent update on the resolution.