Refund a card payment

If a transaction has already been collected by your bank (this happens overnight), then you will not be able to cancel it. You can, however, perform a refund.

The following workflow describes how to refund a transaction after it has been collected by your bank. This usually means after the day of the original transaction. If using the POS device for the refund, the cardholder needs to be present. (To perform a refund from our Backoffice, see How to refund a transaction. In this situation your shopper does not need to be present.) In both cases, you can refund your shopper the amount that you desire.

1. On the terminal’s home screen, tap the PayXpress icon to start the refund operation.

   Open

   

    

2. By default, the debit screen is shown. But you want to perform a refund, so tap the Options button, then Refund:

   Open

   

    

3. The Refund screen should now be shown. Enter the amount you wish to refund in cents. For example, enter 150 for 1.50 EUR. Then tap Validate :

    

4. The following screen appears. It is possible to read various types of cards:

   1. Contactless: the customer is invited to present his card or any card emulation (telephone, connected watch, etc.) to the target. The terminal will detect it via NFC (near field communication).

   2. Contact: the customer is asked to insert his card into the chip card reader. The card must be left inside the reader until the end of the transaction.
      
      

5. Tap the Validate button to confirm the refund operation. Conversely, tap the Cancel button to abandon the current refund:

   
   Please note that, instead of tapping to confirm, you could be asked for your 6-digit Merchant PIN at this time, if configured. This extra security feature is detailed here.
   
   

6. The refund is made and recorded in our centralized electronic payment platform. The “Payment accepted” screen is displayed for 1 second before displaying the printing message.

    

7. The terminal automatically prints the customer’s copy of the refund ticket.

    

8. If the customer had inserted his or her card in the contact reader, then at this point the terminal asks them to remove their card:

    

9. The terminal automatically prints your merchant copy of the refund ticket:

The refund is complete. Your bank will receive the transaction when the day’s transactions are collected overnight. Usually, your shopper will have the refunded money in his or her account the next day.