Disbursement refund cheque

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Disbursement refund cheque

I have questions regarding the refund/credit allocation.

we, a customs broker filed B2 refund claim on behalf of our customer; B2 approved and credit issued; however the customer did not have enough debt to offset the credit for the period of time.  We canceled the credit (rejected the credit back to Customs).  But CBSA refused to issue disbursement cheque to our customer.  CBSA said we, the customs broker, has to un-tagged the credit so that they can issue disbursement cheque to the IOR.

I would like know if similar scenario happened to other customs broker and how were they resolved?

thank you so much.