There are two ways to refund a transaction: via the terminal and via Poynt HQ. In this article, we'll cover how to issue a refund on the device. To learn how to process a refund in Poynt HQ, click here.
Refund via Terminal
Step 1: On the Home screen, click on the Transactions app.
Note: You can also navigate to the Transactions app within the Terminal by selecting the left 3 bar menu in the top left corner and selecting "Transactions".
Step 2: Select the transaction you'd like to refund. This will open the transaction information.
Step 3: If the payment has been captured and settled, the word "Refund" will be displayed. Select Refund.
If a transaction has not been settled, you will see a "Void" option instead of "Refund".
Step 4: Enter in the amount to be refunded. You can either refund the entire amount, or a portion of it.
When the Refund transaction is completed, you will see the transaction record as “Refunded” in Transaction List, and the pop-up details for that transaction record will also show “Refunded”.
Note: If processing a refund to a debit card, the debit card must be present in order for the refund to go through. Otherwise the refund will be declined. You can process this as a non-reference refund in this situation. For more details on how to do a non-reference refund, click here.
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