Refunds
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      3. Refunds

      Matched Refunds

      Refund a purchase, or part of a purchase, back to the same card used for the original transaction. For some card types the customer won't need to present their card again.

      IMPORTANT: You must set up a refund facility with your bank before you can process Matched Refunds. Matched Refunds are only available on Android EFTPOS. Call Customer Service on 0800 338 767 (option 3) for more information.

      Find the transaction

      1. From the Payment screen, tap the hamburger menu hamburger-sml-gray-e1603152456677
      2. Tap Transaction History
      3. Tap the Search icon search-sml-gray-e1603152525390
      4. Enter the last four digits of the customer’s card number or any 4 or more digits
        from the TRAN number or Invoice Number
      5. Tap View

      You can retrieve a transaction from other EFTPOS terminals associated with your Merchant ID on the Verifone Network using Advanced Search and entering the RRN (printed on the receipt) and Transaction Type:

      1. From the Payment screen, tap the hamburger menu hamburger-sml-gray-e1603152456677
      2. Tap Search Transactions
      3. Tap Advanced Search
      4. Enter the 12-digit RRN and select the Transaction Type from the drop down (e.g. Purchase)
      5. Tap Search

      Process a matched refund

      1. From your Transaction History select the transaction you want to refund
      2. Tap REFUND
      3. Select Full to refund the whole purchase amount or By Amount to edit the amount
      4. Select a Reason for the refund
      5. Enter a refund passcode
      6. Terminal may prompt for customer to present card: 
        • If the card is a credit card, the customer does not need to present their card to process the Refund.
        • If the card is a debit card or a proprietary card (e.g. Westfield Gift Card, Ruralco, Epay etc), the customer must present the original card to process the refund.
        • MOTO / Manual entry can be used, if it is allowed for the card. Press the hamburger menu hamburger-sml-gray-e1603152456677 and select Manual Card Entry on the present card screen.
      7. Terminal will display Approved or Declined

      NOTE: If the customer presents a different card than the one used for the original transaction the terminal will display 'Error' and return to the present card screen. 

      About matched refunds

      • You do not need to use the same EFTPOS terminal the Purchase was processed on to process a Matched Refund
      • Matched Refunds are excluded from your Daily Refund Limit totals
      • Matched Refunds are not permitted during EOV Offline Mode
      • Multiple Refunds may be made until the original transaction amount is fully refunded
      • Purchase (including Tip & Surcharge), MOTO, Pre-Auth Completion & Delayed Charge can all be refunded as part of a Matched Refund
      • Refund on the Surcharge is pro-rata i.e. if half of the Purchase is being refunded, half of the Surcharge will also be refunded