Debit Refunds and Voids (Canada)

Description: Learn how to process debit payment refunds and voids using the supported workflows. This article covers when to use each option and provides step-by-step guidance for successful debit transaction handling.

---

To watch more how-to videos, visit our video section.

Debit Refunds and Voids

Refund and Void workflows are now supported for debit payments. This eliminates the requirement to use the Open Refund flow for Debit transactions.

Key Details

• Card-present required: All debit refunds and voids must be processed using the attached PIN Pad. Refunds cannot be completed using stored card tokens.
• New transaction generated: Debit voids always create a new transaction, which appears as a refund in the Payments Summary.
• PIN Pad initialization: When a refund or void is initiated, the PIN pad is activated and awaits the customer’s card input.
• Voided payments are restricted: You cannot void a payment that has already been voided or refunded.

Processing Debit Refunds

Refunds follow a similar flow to Credit but always require a card-present transaction.

1. Select the ticket from the Completed Tickets tab.
2. Tap the Refund button.
   
3. Choose the items to be refunded (or leave them preselected for a full refund).
4. Tap on the previous payment.
   Note: Since a refund is always card-present, it cannot be done back to the same card using the card token, so the device is initialized to accept the card. If the insert card method is used, the customer is presented with the option to select a Checking/Savings account.
5. Once the card is accepted, the refund is complete, and a receipt with payment slips is printed.

Open Refund

Open Refunds can also be processed to a debit card.

1. Navigate to Manager > Activity.
2. Tap Open Refund.
   
3. Type in the amount to be refunded.
4. Tap Refund.
5. Choose the reason.
6. Choose the Debit tender type.
7. Process the refund.

Processing Debit Voids

Option 1: From the Payments Summary and the Ticket is Still Open

1. Immediately after payment, if the ticket is not automatically closed, tap the Debit payment in Payments Summary on the left.
   
2. The PIN Pad initializes and awaits card input.
   
3. If the insert card method is used, the customer is presented with the option to select a Checking/Savings account before entering the PIN.
   

Once completed, the payment summary will show a refund transaction, the ticket balance will be restored by the refunded amount, and the terminal will be ready to accept additional payment.

Option 2: From Completed Tickets and Reopen the Closed Ticket

1. Navigate to the Completed Tickets tab.
2. Tap Void Payment.
   
3. Select the payment transaction to void.
   
   Note: You cannot void a refund payment or a previously voided payment.
4. The system initializes the PIN Pad for card-present processing.
   
   1. The payment appears as a separate transaction in the Payment Summary.
   2. If the insert card method is used, the customer will be given the option to select a Checking/Savings account.

After the refund is approved, the ticket is reopened.

Option 3: Void the ticket that has a Debit payment

• When you void the open ticket with a partial debit payment, the system stays idle and initializes the PIN Pad to process the card-present refund.
• If the insert card method is used, the customer is presented with the option to select a Checking/Savings account.

1. Select the open ticket with a partial Debit payment and tap Void.
2. The dialog “Are you sure?” indicates that the ticket has payments that need to be voided first. Tap Yes.
3. The system stays idle waiting for the customer to use the card to refund the payment.
4. After the debit refund transaction is approved, the ticket is marked as voided, and a refund transaction is added, which restores the paid amount to $0.