Dealer's ECP payment not happening correctly in Biller Direct

Here the problem is Sometimes Dealer's ECP payment made in Biller Direct is more than Dealer authorized. Also more than the 'Confirmation of payment' from BD
                   OR
sometimes its not happening at all.
Do you have any idea on this.
I got a mail from client which says
"There is an example in the production environment which the customer selects to refund a credit memo, and it's now stuck in the "In Process" status."
how can i check this example???

thanks its done

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