Issuing refunds

How do I process a refund?

1. Open the NatWest Tap to Pay app.
2. Tap 'Transactions' .
3. Search for the sale you want to refund from the list. You can filter the list by date, type and status, if necessary.
4. Once you find it, tap on the transaction.
5. If the transaction hasn't been voided or fully refunded, you will see options to refund.
6. Tap 'Refund'.
7. Enter the value of the refund up to the full amount paid (you can do partial refunds), and hit 'Refund'.
8. A 'Confirm refund' screen will appear. If you're happy with the refund, tap 'Confirm'.
9. The contactless tap icon and the amount will appear on screen. Show this to the customer, and have them tap and hold their payment card (or device) on front of your phone where it reads 'Hold Here to Pay' (where the NFC sensor is).
10. Once the card is read successfully, the screen will display a 'Done' message.
11. Then it will be followed by a 'Refund is successful' message and give you the option of sending the e-receipt via email, SMS or QR code to your customer.

Please refer to the NatWest Tap to Pay App user guide for more details.

Can I refund a Tyl transaction that hasn't been taken through NatWest Tap to Pay?

NatWest Tap to Pay only allows refunds on transactions that have been processed through NatWest Tap to Pay. The owner can process refunds on any NatWest Tap to Pay transactions across their business, but a staff member (with 'Cashier' access) can only perform refunds on transactions taken on their device/account.

How do I void a transaction?

Open the NatWest Tap to Pay app.

1. Tap 'Transactions'.
2. Search for the sale you want to void from the list. You can filter the list by date, type and status, if necessary.
3. Once you find it, tap on the transaction.
4. If the transaction hasn't been void or fully refunded, you will see options to Void.
5. Tap 'Void'.
6. The screen will show you the details of the sale to void. Click on 'Void'.
7. A 'Confirm void' screen will appear for you to confirm the void. Click on Confirm option (In the case of Void, you do not need the customer to tap on your Tap to Pay on iPhone app).
8. A 'Void is successful' message will appear and give you the option of sending the e-receipt via email, SMS or QR code to your customer.
   

Please refer to the NatWest Tap to Pay App user guide for more details. (link to be added)

Regarding refunds, could an employee take their phone home and issues refunds outside of work?

No. Refunds require the cardholder to be present and cannot be issued via a virtual terminal (as with a Tyl online sale/refund). Also, employees ('cashiers' within NatWest Tap to Pay) could only issue refunds for sales taken within your business's NatWest Tap to Pay account (and as mentioned, the cardholder would need to be present).