Refund a POS payment

Learn how to refund a point-of-sale payment.

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To return funds to a customer after a payment is completed, you must refund the payment.

Refund guidelines and options

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Refund a payment on an Ingenico terminal

To refund a payment on an Ingenico terminal, follow these steps:

1. Press the F4 button on the screen to initiate a refund.
2. Select Refund by pressing 2 on the keypad.
3. Enter the refund code. The refund is provided to you upon activation of the refund option on your terminal. If you do not remember the refund code, call our Helpdesk team at (+44) 800 1123344.

The refund code must match the STAN number on the original purchase receipt.

4. Enter the date of the original purchase receipt.
5. Enter the refund amount and press the green Enter key.

The refund amount cannot exceed the original purchase transaction amount.
6. Hand the terminal to the customer.
7. The cardholder must follow the on-screen instructions. This can involve presenting their card. The card must be the same as the one used for the purchase transaction.
8. Wait for the transaction to complete processing.
9. The terminal automatically prints a receipt for you.
10. Depending on whether you want to provide the customer with a receipt, press Yes or No.

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Refund a payment on a PAX terminal

To refund a payment on a PAX terminal, follow these steps:

1. Navigate to the Transaction History tab, usually located at the bottom, the second option from the left.
2. Select the specific transaction that you wish to refund. Then, click on the Refund option and confirm your choice by selecting OK.”
3. Enter the password.
   

   You are prompted to create a password during your initial login. This password can be reset in the Terminal Management System (TMS).
4. Enter the refund amount.
   

   The refund amount must not exceed the total value of the original sale transaction.
5. Select Refund.
6. Ask the customer to insert, swipe, or tap the same card used for the original purchase transaction to accept the refund.
7. The terminal automatically prints a receipt for you.