Return (Refund)

If you want to return funds to a customer against an existing order, you can use the Order ID as a reference, you do not need to submit the customer's payment details to process your request.

Choose the "Refund" tile from the Virtual Terminal menu to refund your customer. When you provide a refund to your customer, the order balance is updated to minus the refunded amount.

The refund amount must be less than or equal to the current order balance.

All optional fields are indicated on each screen as you navigate through the wizard to process the refund.

Step 1 - Search for the order to refund

Enter the "Order ID" and click the search "spyglass" icon to retrieve the details of the order you wish to refund.

Step 2 - Enter Refund amount(s)

After you retrieved your order, the screen will display the order information. You can review these fields to ensure that you have selected the correct order before you proceed.

Alternatively, clear the Order ID field and preform a new search to find another order to refund.


The total refund amount cannot be greater than the order balance. You will be prohibited from moving to the next screen if the refund amount exceeds the order balance.

Refunding an order that includes cashback

Debit card cashback is a service offered to retail customers whereby an amount is added to the total purchase price of a transaction paid by debit card, and the customer receives that amount in cash along with the purchase.

If you wish to return an order that includes a cashback amount, you will be prohibited from processing it against the cashback portion of a transaction.

The total order amount is the total of all transactions in the order and does not include the cashback amount. The cashback amount is also displayed for the order. In the example below, the purchase amount is 12 EUR, and the customer is given 10 EUR cashback in addition.

The order balance will never include the cashback amount.

Step 3 - Confirm your refund

After entering the amounts and clicking the Next button, if all entries in the form were valid, the next screen asks you to confirm the refund.

If everything is correct, click on the "Confirm" button; otherwise click on the "Back" button to make the appropriate changes.

When you have reviewed and confirmed the information, you are directed to the Transaction successful/unsuccessful confirmation screen.

Step 4 - Check Confirmation Screen

After you have processed the refund, you are directed to the transaction successful screen if the refund is successful. Otherwise the transaction unsuccessful screen is displayed where you can view the refund and the reason for its decline.

Click "Perform another refund" on the screen to perform another refund. Otherwise, click "Close" to return to the Virtual Terminal menu.

View the transaction

Click "View transaction" to view the transaction details such as Order ID, Order balance, Transaction origin, and Order history details on the Manage Order screen.

The order history displays all transactions within the order. For more information, click Manage Order.

Cancel transaction

The transaction may be cancelled at any point during any of the steps before the refund is processed.

To cancel the transaction, select "Cancel transaction" at the top right hand side of your screen.
Click "Yes, cancel" on the confirmation window to cancel the transaction.
Click "No, continue" to continue with the transaction.

Want a quick overview?