How can I make a refund from my POS terminal?

Activate refunds on terminals

1. Log in to your Customer Area.
2. Go to In-person payments > Terminals.
3. Open the detailed view of the terminal you wish to make the changes.
4. Select Payment features > Refunds to see the current value of this setting.
5. To use this feature, the user account will need the Merchant POS Terminal Management role permission. If you do not have this role, please contact an admin user on your account to have it assigned.

Process refunds from your payment terminal

Standalone refunds

If you’re using a standalone terminal (don’t use any cash register software), you can still process payments and refunds using your payment terminal. You can complete referenced or unreferenced refunds from your payment terminal.

Referenced refunds

1. Select Transactions > History and then enter your Transactions passcode.
   • If you are on a non-Android terminal and do not see the option for Transactions on the terminal screen, you can access this menu by selecting 8 and then the Confirm key.
   • On non-Android terminals that use the old menu structure, open the Admin menu by selecting 9 and then the green Confirm key.
2. Select the transaction you want to refund.
3. Select the action to void (refund) the transaction.

The terminal will print a refund receipt. If successful, the refund is issued directly to the customer’s account.

Unreferenced Refunds

1. Select Transactions > New transaction and enter your Transactions passcode.
   • If you are on a non-Android terminal and do not see the option for Transactions on the terminal screen, you can access this menu by selecting 8 and then the Confirm key.
2. Select Refund.
3. Enter the value of the refund and confirm.
4. Hand the terminal to the customer, so they can present their payment instrument and complete the refund.
5. The terminal prints a refund receipt.

Tip: Learn more on more information on standalone refunds.