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Issuing refunds

Issuing refunds

No one likes giving money back, but it’s an important and unavoidable part of business. Thankfully, with the Ingenico Move and Ingenico Desk refunds are as painless as they can be.

Just follow these simple steps to issue a refund with Ingenico

How to issue a refund with Ingenico

  1. From the Ingenico’s home screen, select the “Refund” option.
  2. Enter your supervisor admin passcode.
    This was sent to you via email when you first joined us. The subject line will read “Here is your Ingenico Activation Code”. If you can’t find it, don’t worry, just give us a call on the number below and we’ll re-issue it while you’re on the call.
  3. Enter the refund amount using the Ingenico keypad.
  4. Insert or present the customer’s card.
    This must be the card used for the initial sale that is being refunded. If the customer/card is not present (such as when issuing a telephone or online refund), then call the customer to get their card details and enter into the keypad. For security reasons, please do not write down their details or ask for the details to be sent via email.
  5. Issue a refund receipt
    Your Ingenico will now print two refund receipts – one for your records (merchant copy) and one for the customer.
  6. And that’s all there is to it. Your refund is complete. You can view the details of your completed transaction by logging into the Tyl portal , updated every hour.

Ingenico refund FAQs

Do refunds need to go on the original payment card?
Yes, you'll need to refund your customer onto the same card that they originally used for the sale being refunded. This is to comply with scheme rules and our terms and conditions.
What 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. If there's a negative balance at the end of a business day, we'll send you a Direct Debit collection notice. We'll then take this from the bank account you registered with us, within 10 business days.
What’s a supervisor admin passcode?
With our Ingenico devices, a supervisor code allows you to restrict access to certain tasks to just you or your senior team members (such as duty managers). You’ll have received this code from us via email, along with your card machine activation codes. Give us a call if you need this re-issued.

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