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Issuing refunds

Issuing refunds

There are two ways to issue your customers a refund of the Clover Flex. Simply enter the amount you’d like to refund in the Refunds app or search past payment.

Quick refunds at any time

  1. Open the Refunds app
    You can refund a customer at any time by opening the Refunds app and entering the amount to refund.
  2. Present the card or card details
    To complete the transaction, you’ll need to present or insert the customers card. If your customer isn’t present, you’ll need to key in your customer’s card details. For security purposes, never write them down or ask your customer to email them to you.

    If the payment was made in cash, you’ll need to use the option to search through past payments, detailed below.

Refunding a past payment

You can refund a specific past transaction by searching for the payment in the Refunds app.

  1. Search a past payment
    Open the Refunds app and click ‘Look up past payment’. You’ll see a list of your recent transactions, search for the transaction you’d like to refund using the magnifying glass icon.
  2. Select ‘Refund’
    Once you’ve located the transaction you’d like to refund, click on it to open the transaction page. Once opened, select ‘Refund’ on the transaction page.
  3. Confirm the refund amount
    If you’re happy the refund value is correct, select ‘Refund’ again to confirm the transaction.

    If you need to make any changes to the refund amount, you’ll need the customer’s card details to process a refund following the process in this section above ‘Quick refunds at any time’.
  4. Issue a customer receipt
    It’s also easy to give customers refund receipts within the Refunds app. These can either be created as emails, texts or printed receipts.
Do refunds need to go to the original card?
Yes, you'll need to refund your customer onto the same card that they originally used - this is to make sure you comply with scheme rules and our terms and conditions.
What happens if the refund is more than I've taken in sales that day?
Don't worry, you'll still be able to process the refund, but we'll need to send you a Direct Debit collection notice if there's a negative balance at the end of a business day. We'll then take this from the bank account you registered with us, within 10 business days.
Who can process refunds on my card machine?
You can set permission levels for your staff for different actions on your card machine through the Employees app.

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