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What is a Reversal?

By July 2, 2019October 15th, 2019Help Articles, Troubleshooting

A Reversal can occur when your terminal experiences a communications error while you are processing a transaction.

You and your customer may notice that:

  • your EFTPOS terminal displays a Comms Error and the receipt will say ‘declined’, but
  • your customer’s account has been charged for the Purchase.

What’s happening?

The transaction message got all the way to the customer’s bank or card issuer so your customer’s account was debited, but the transaction response never got back to the terminal, so your terminal will decline the transaction. When your terminal goes back online it will automatically send a Reversal request to credit the money back to your customer.

What should I do?

If you have received a Comms error when attempting a transaction and the receipt clearly displays that the transaction was declined do not refund the purchase even if your customer can see the purchase was debited from their account.¬†Once the reversal is uploaded the funds will automatically be put back into your customer’s account.

If your terminal’s communications aren’t working then the reversal can’t be sent immediately. You may receive an ‘S&F Upload Failure’ error – this means your terminal is currently unable to send the Reversal request. As soon as the communications are restored the Reversal will be sent and processed, and your customer’s account will be credited.

You won’t receive a notification that this process has been successful so it can seem confusing. If you are ever unsure of how to proceed in a scenario like the above please contact our Technical Support team.