1. Trust Payments
  2. In-Person Payments
  3. Sales and Refunds

How do I perform a POS refund?

​  Last updated: 

This article explains how to perform a refund where the worker enters an amount manually and the customer's card is presented to the reader.

 
  Only Admin users can perform this action.

 

  1. Tap the   icon in the top left and from the menu select "Receipts".

  2. Use the interface to find the transaction for which you wish to refund and tap to open.

    Screenshot of SoftPOS app on Android. List of recent transactions shown with search/filter options at the top.

      Transactions are displayed in a list starting with the most recent at the top. You can tap the options found along the top of the screen to filter transactions by different types (e.g. "Approved" or "Declined").

  3. Once you have selected the transaction, you will be shown the screen below. Now tap "Refund".

    Screenshot of SoftPOS app on Android. Receipt of sale, including billing address, amount, card type and QR code.

      The "Refund" button is only shown when the payment has already been settled into your bank account and is used to authorise the transfer of funds back to the customer. Otherwise the "Cancel transaction" button is shown.

      The customer must present their card to authorise the refund.

  4. You'll be prompted to enter your admin username and password to proceed. Once you have entered your details, tap "Confirm" to proceed.

    Screenshot of SoftPOS app on Android. User is prompted to enter their username and password to authorise the action.

  5. The customer will now need to authorise the refund transaction by presenting their card. Instruct the customer to tap their card on the device.

    Screenshot of SoftPOS app on Android. Customer is prompted to tap their card on the device to authorise a refund.

  6. If successful, confirmation will be displayed onscreen as shown below. Customers can scan the QR code with their own smartphone to view the receipt or alternatively tap "Send the receipt by email" and enter their email address. Learn more about receipts.

    Screenshot of SoftPOS app on Android. Receipt of cancellation, including billing address, amount, card type and QR code.

  Only Admin users can perform this action.

 

  1. From the navigation bar found along the bottom of the screen, select "Receipts".

  2. Use the interface to find the transaction for which you wish to refund and tap to open.

      Transactions are displayed in a list starting with the most recent at the top.

  3. Once you have selected the transaction, you will be shown the screen below. Now tap "Refund".

      The customer must present their card to authorise the refund.

  4. You'll be prompted to enter your admin username and password to proceed. Once you have entered your details, tap "Confirm" to proceed.

  5. You'll then prompted to enter the refund amount using the on-screen number pad. You can also select "Add reference" to add a reference to this refund transaction. When you are ready to proceed, tap "Confirm refund".

      The refund amount must be less than or equal to the amount originally paid by the customer. This amount is shown near the top of the screen.

  6. The customer will now need to authorise the refund transaction by presenting their card. Instruct the customer to tap their card on the device.

  7. If successful, confirmation will be displayed onscreen as shown below. Customers can scan the QR code with their own smartphone to view the receipt or alternatively tap "Send receipt by email" and enter their email address. Learn more about receipts.

  1. Tap    Refund on the main screen.

    Main screen. Trust Payments logo is at the top, then a "Sale" button. More links are below, including "Refund" (circled).

  2. Enter the manager passcode and tap the   icon on screen.

    Screen where the user enters the manager passcode. They select X to cancel or the check icon to continue.

  3. Enter the refund amount and tap the   icon on screen.

    Screen where the user is prompted to enter the refund amount. They select X to cancel or the check icon to continue.

    Tap the   icon in the bottom left to clear the entered amount. You can then type in a new amount.
    Prior to completing the transaction, you can tap the   icon in the top right to abort the transaction.

  4. When prompted, insert the card OR tap for contactless OR swipe the magnetic stripe. The customer may be prompted to enter their PIN to continue.

    Screen where the customer presents their card. Text reads "Refund: £2.50", followed by "Insert, tap or swipe card".

    Tap the   icon in the top right to abort the transaction.
    Learn more about Contactless
    • Ask the customer to tap their card on the top of the reader.
    • If a contactless card purchase is attempted for an amount greater than the Cardholder Verification Method (CVM) contactless limit applied to the card, the customer will be automatically prompted to enter their PIN for authentication before the sale can be completed.
    • If the transaction fails (e.g. due to a decline), an error will be shown on the display.
    Learn more about Chip and PIN
    • Ask the customer to insert their card into the reader.
    • The customer will be prompted to enter their PIN for authentication before the sale can be completed.
    • If the transaction fails (e.g. due to a decline), an error will be shown on the display.
    Learn more about Magstripe
    • Swipe the customer's card in the magstripe reader found on the side of the device.
    • Two receipts will be printed – a customer's copy and a copy for yourself.
    • Ask the customer to sign your copy of the receipt and compare this against the signature found on the back of their payment card.
    • When prompted by the terminal, select "Yes" if the signatures match. This confirmation indicates that the transaction has passed the signature verification security check.
    • Otherwise, select "No" to indicate a mismatch and follow the on-screen instructions to cancel the transaction.
    • If the transaction fails (e.g. due to a decline), an error will be shown on the display.

     

  5. The refund is processed. If successful, a confirmation message is displayed on screen and a receipt is printed for your records.

    Screen showing the refund was approved, followed by the auth code and amount. Select "Continue" to return to the main screen.

  1. Tap Quick Menu icon Grid icon onscreen and select Refund option
  2. Enter Managers password, press  
  3. Enter amount, press  
    • To Abort transaction press red cancel button Cancel button
  4. Insert card (enter pin when requested); Tap or Swipe
  5. The Merchant receipt prints, press OK; the Cardholder receipt prints
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Michael Buckley