Incident 22/02/2021 provider

An incident occurred on 22/02/2021 on one of our providers.

Some of the transactions made that day stayed on "Capture Requested" status until the 10/03/2021.

In the morning of the 10/03/2021, all these transactions passed on "Captured Refused", the customers were not debited and the transactions are lost.

Help the merchant to find a solution to retrieve the lost money (if the product was sent).

Salesforce incident details: