Issuing refunds on PAX terminals

Refunding a transaction through PAX

• On your PAX device, open the “Nexo” or “NatWest payments” app.
• Select the ‘refund’ shortcut from the app home screen.
• Enter the refund passcode - The refund function is protected by a supervisor code. You’ll have received your code (along with your card device activation codes) when you first joined Tyl. If you don’t have you code, search you email for “Your card machine activation codes – be sure to check your email junk/spam folders, too. If you still can’t locate the passcode, give our helpdesk a call at the number below, and we’ll re-issue your code.
• On the PAX refund screen, select “cardholder present”.
• Enter the amount of the refund when prompted.
• Enter the transaction description - Such as “Faulty product”. This description is only for your records, and you can skip this step if you don’t want to add a reference.
• Insert or present (tap) the customer’s card, as instructed on screen - This must be the same card the customer used to purchase the product or service.
• Issuing a receipt
  If you have an A50 device, enter the customer’s email address and press confirm if they wish to receive an email receipt. You skip this step by pressing the back arrow on the top left of the device screen. A confirmation screen will follow.
  For A80 or A920 Pro devices, you can choose whether to issue a paper, email or no receipt.
• If no receipt is required, you can skip the receipt step by pressing the back arrow on the top left of the screen.

Once the transaction has processed, the screen will display a “Success” message.

And that’s it, you’re done. You can view details regarding your completed refund by logging into the portal, updated every hour.

Cancelling a payment with PAX

Note: You can only cancel the last transaction carried out via that specific PAX device. To ‘cancel’ older transactions, you’ll need to issue a refund as explained above.

• On your PAX device, open the “Nexo” or “NatWest payments” app.
• Select “Cancellation” from the Nexo home screen.
• Enter your supervisor code - The cancellation function is protected by a code. You’ll have received your code (along with your card device activation codes) when you first joined Tyl. If you don’t have you code, search you email for “Your card machine activation codes – be sure to check your email junk/spam folders, too. If you still can’t locate the passcode, give our helpdesk a call at the number below, and we’ll re-issue your code.
• A pop up will display details of the last transaction. Review the amount and if correct, press “Yes”
• Issuing a receipt
  If you have an A50 device, enter the customer’s email address and press confirm if they wish to receive an email receipt. You skip this step by pressing the back arrow on the top left of the device screen. A confirmation screen will follow.
  For A80 or A920 Pro devices, you can choose whether to issue a paper, email or no receipt.
• If no receipt is required, you can skip the receipt step by pressing the back arrow on the top left of the screen.

Once the transaction has processed, the screen will display a “Success” message.

And that’s it, you’re done. You can view details regarding your completed cancellation by logging into the portal, updated every hour.

Refunds vs. Cancellations

To stop a transaction immediately after it’s taken place, you can perform a Cancellation. You can only do this for the last transaction carried out, for older transactions you’ll need to issue a refund.