When clerks have completed a sale, they can easily process refunds directly from the mPOS app. Offering a seamless and efficient refund process is essential for maintaining customer satisfaction and loyalty. This article will walk you through the step-by-step process of initiating refunds from your mPOS app, ensuring convenience for both employees and customers.
Before we begin, it is essential to understand the clerk roles and their impact on refund processing. The primary differences between the two clerk roles for mPOS access are as follows:
| Manager role | Employee role |
|---|---|
|
Managers have access to the entire open batch and all daily transactions associated with the mPOS. They can process refunds for any transaction from the open batch for that day directly within the mPOS app. If the transaction occurred on a previous day, the refund must be initiated from the QuickCard merchant platform. |
Employees can only view the most recent ten transactions on the mPOS. This restriction helps protect potentially sensitive data, such as daily batch processing amounts and transactions, from your clerks. However, employees can still process refunds for recent transactions, making it convenient to handle customer errors or issues on the spot. If the transaction occurred earlier in the day, a clerk with a manager role will need to initiate the refund. |
Now that you understand the different refunding abilities of managers and employees, let's continue with the step-by-step process of processing a refund.
How to process a refund
-
Press View today's batch from the main dashboard.
-
Enter your assigned 4-digit clerk PIN to access today's batch.
- Locate the sale order transaction that needs to be refunded. The batch view displayed when locating a transaction that requires a refund may vary depending on the clerk's role, whether they are an employee or a manager.
a. Manager: Managers can view the entire open batch and all daily transactions associated with the mPOS. If the transaction occurred on a previous day, the refund will need to be initiated from the QuickCard merchant platform.
b. Employee: Employees can only view the 10 most recent transactions on the mPOS. If the transaction occurred earlier in the day, a clerk with a manager role will need to initiate the refund.
- When the full transaction details are displayed, select the Refund button.
- You can enter the amount you wish to refund for the transaction using the keypad, or use the Full amount and 1/2 amount buttons to quickly enter an amount.
Note: If the refund amount is greater than the original transaction, you will not be able to complete the refund.
Note: If there are insufficient funds to process the refund, please contact your administrator for assistance.
- Providing a note explaining the reason for the refund is optional and not required to complete the refund.
- Enter or choose the amount to be refunded and select the Refund button to start processing the refund.
- Review the refund details to make sure everything is correct. Then, to confirm that the refund should be credited to the customer's NanoKard gift card balance, press the Confirm refund button.
- Enter your 4-digit clerk PIN to approve the refund transaction.
- If you see the refund confirmation screen, it means the refund is complete. You can then click the Back to Home button to return to the main dashboard. To view the refund details, click View Transaction.
After following the step above, your first refund should be complete! Next, you can view your completed sales and refunds within your daily batch.