This seems to be a gap in the design. When Omni-Channel Payment is activated, this should convert all Store and Online orders to the new Commerce payment type. There is no way to return to the customer original payment from Contact Center. Since the Return Payment Method defaults to check/On Account.

This was most likely by design since the retail transaction with like customerID are aggregated together making the that multiple payment that would not be able to be returned correctly.

In looking into the code, this appears to be by design for Cash & Carry transactions that have their Sales orders created through statement posting:

    // For orders coming from statement posting we should default to Legacy

       else if (_custOrderInfo.StatementId != '')

       {

           type = RetailPaymentsType::Legacy;

But if the customer turns the Commerce Parameters -> Posting -> Aggregation -> Voucher Transaction = NO, that will create a 1:1 Transaction to Sales Order. This would allow for the Payment Type = Commerce since only that one transactions payment information would be captured.

Giving more flexibility to the Customer Support team to handle any issues that come across the service desk