How to process the refund issued by AMEX on users credit card?

For any credit balances on an user's credit card for more than 6 months, AMEX is issuing a refund. This refund shows up on the users credit card transactions in iExpense while creating an expense report. What's the best practice to process these?

We have asked users to mark it as personal expense in an expense report and clear them off. But users get usually confused and not clear about how to process it. I would like to know how its being handled elsewhere.

We are on R12.2.7 EBS.

Thanks,

Nilesh