Product Support

Please note that the details shown below and in the photos can vary slightly; however, the overall process will be similar.

Please also ensure that your terminal is not in training mode if you are using the terminal in a live setting.

Step 1:

From the Sale screen, press the arrow in the top left corner of the screen.

Step 2:

Select Refund.

Step 3:

Enter your Merchant Password, press the green OK button to proceed.

Step 4:

Enter the desired amount to refund, press the green OK button to proceed.

Step 5:

Press the green Correct button to confirm the amount entered.

Step 6:

Insert the card to the Chip & PIN reader located below the screen.

Step 7:

The terminal will display a "Processing" message on screen while the Acquirer determines if the transaction is approved or declined.

You do not need to do anything at this stage.

Step 8:

When prompted, remove the card from the Chip & PIN reader.

Step 9:

If successful, the screen will display "Transaction Online - APPROVED".

It may instead display "Transaction Offline - APPROVED"; if it does, this was still successful, but the means that the refund may not show on the customer's bank statement until another connection is made with the bank (i.e. another transaction or a settlement).

You do not need to to anything at this stage.

If you see any other message, this could mean you are experiencing connection problems, or there is a problem with the transaction. Please contact the technical support helpdesk and/or Acquirer if you are unsure.

Step 10:

After a few seconds, the terminal will prompt whether you would like to print a customer copy (receipt). Once you select No/OK, the terminal will then return to the Sale screen.