How do you perform a refund or void a transaction on a Payments terminal?
Applies to: Broadlume Payments
Does Not Cover: Cyncly Payments, Cyncly Pay, or Payments Flex
If you process a card-present (CP) transaction on your terminal, that transaction will need to be refunded or voided using a terminal. However, please note that you must initiate the refund or void from your software or your web portal (for customers who don't use RollMaster).
You may VOID a transaction as long as the original terminal used is awake and a batch has not been done. Since auto-batches are done every evening, this usually means you can void a transaction the same day it was taken.
EST- Can void up till 8 pm
CST- Can void up till 7 pm
MST- Can void up till 6 pm
PST- Can void up till 5 pm
It is possible to batch out your transactions manually. If this happens, you can no longer void any of those transactions, and they must be refunded instead. For voids, you can only send back the full transaction amount for cancellation. You do not have to physically use a card or terminal to do this if the same terminal is used as was used on the initial transaction. The transaction cancellation will be sent to the terminal, and if successful, a confirmation that the transaction has been voided will appear in your software or web portal.
*NOTE - Sending a void to an alternate terminal from the one initially used will cause the transaction to be processed as a refund instead, and the credit card information will be needed to finalize the transaction.
REFUNDS of a transaction can be done after batching and can be for any percentage of the original transaction. The funds can take 3-5 business days to be available again in the card user’s account. To process a refund, the credit card and any available terminal must be used in conjunction with your software or web portal.
To begin a Refund from within your software, use Deposits or Post Customer Payments to send the correct dollar amount to the terminal. If you are working in the web portal, locate the transaction that needs to be adjusted in the Payments tab and left-click to open Payment Details. The Refund/Void button can be found at the bottom left of that pop-up.
Please remember: Before batching out, you may only send back 100% of what was taken on that transaction. After the batch, you may choose to return any amount up to the amount taken.
On the terminal, you will be given the option to swipe the card, insert the chip, tap, or type it in manually. To manually enter the card information after it is sent to the terminal, you will touch the initial terminal screen where it asks you to use the card. You will then be asked for the card number and the expiration date. The last question is whether the card is physically present. Answer appropriately and a signature screen will appear for you or the customer to accept the refund. This signature will be printed on the terminal receipt. If successful, confirmation that the transaction has been refunded will then show in your software or web portal.