Refund a card payment at the kiosk

A manager can refund a kiosk order that was paid by EFTPOS straight from the kiosk, in manager mode. You can refund the kiosk's last order, or find any kiosk order by its number.

Before you start

• The customer, with their card. They tap or swipe it on the terminal to take the refund.
• A manager PIN. Until your store has a Manager under Users → Staff, it's the kiosk's device PIN: an admin sets it in the merchant portal under Users → Kiosk devices → Device PIN. Once it has one, managers use their own staff PIN instead. See Use manager mode on the kiosk.
• The order number, from the customer's receipt, the order confirmation, or the Orders screen.
• Only kiosk orders paid by EFTPOS can be refunded here. Refund any other order from today on the POS: see Refund or cancel an order on the POS. Refund an older order, or any order at a store without the POS, in the merchant portal: see Cancel or refund an order.

Open manager mode

1. Tap the strip along the bottom of the kiosk screen five times within three seconds.
2. Enter the manager PIN and select Enter.

Manager mode closes by itself after 3 minutes without a tap, and whenever you select Exit.

Refund the last order

The Last order on this device group shows the order the kiosk took most recently. Select Refund this order, check the order shown, then select Refund….

Refund any kiosk order by its number

1. Under Refund an order, select Find an order by number.
2. Type the number in Order number and select Find.
3. Check the order shown is the right one, then select Refund….

If the kiosk shows "No kiosk order #NNNN at this store", the number is wrong, or the order was placed online or on the POS. Refund those on the POS or in the merchant portal.

Whichever pinpad you have, the customer must be there with their card. A card refund is made on the terminal, the same as the payment.

Linkly pinpads

1. Choose All of it, or Part of it and type the amount.
2. Select Continue · $X, check "Refund $X on the terminal", then select Start the refund on the terminal.
3. The customer taps or swipes their card on the pinpad that took the payment. If that was another kiosk's pinpad, the screen names it: take the customer there. Keep the kiosk screen open until it finishes. It can take up to a minute.

Done looks like Refunded $X and "Refunded on the terminal". The order now shows its refund in Reports, for example "Refunded 10.50 via Eftpos".

A Linkly payment can be refunded once, so choose the full amount you need.

Tyro terminals

1. Amount to refund starts at what's left to refund. Change it for a partial refund, or select Full amount. Then select Continue.
2. Check the screen "The customer must be here with their card" and the Refund amount.
3. Select Refund $X. The customer presents their card on the kiosk's terminal.

A Tyro refund goes back to whichever card the customer presents, not automatically to the card they paid with. It can't be finished after they leave. You can refund the rest of an order later as a separate refund.

If something is not right