Oolio Pay | Completing a Payment Only Refund

Summary

If a customer needs to either change a payment type or have a payment refunded, for instance they used the wrong card initially or were entitled to a discount that was missed, then a 'Payment only' refund could be processed. In these examples the payment would be refunded and then another payment made or a discount applied to make sure the closed accounts is still balanced. 

* If one or more items need to be refunded, then look at our Completing a Refund guide.

Referenced v's Unreferenced

There are two kinds of transaction refunds possible when using the Oolio payment terminals;

A 'Referenced refund' which will allow the reversal of a transaction previously received in the system and;

An 'Unreferenced refund' where a negative payment is made to the customers card (the card must be present). 

The reason a referenced refund would be used is so that refund is matched to the original transaction by the payment provider and the funds can be returned to the same bank account. This presents lower risk to operators as payments are not made from one bank account and refunded to another. 

In the same way that changes to any payments are locked to the same trading day or shift in OrderMate, referenced refunds can only be processed in the same shift that the original payment occurred in. 

Find the Closed Account in WaiterMate

The first step is to find the account that the discount needs to be applied to. Once any account is finalised, it can be accessed from the 'Closed Account' screen in WaiterMate.

1. In WaiterMate, select the 'System Admin' icon
2. Select 'Daily Tasks'
3. Select 'Closed Accounts' 
4. Select the account type of the closed account ie. Table or Takeaway
   
   

1. From the bottom of the screen, use the filters to help find the account 
2. Select the tile for the correct closed account once identified
   
   

Select the Payment Icon

Inside the closed account, the items of the original order will be be listed and shown in blue. This is indicating that these items have a payment assigned to them. The next step would be to go to the pay screen. Do this by;

1. Select the 'Payments' icon 

*Do NOT select the refund icon, this is only used if items on the account need to be removed

Apply an Account Discount

This step is required if the customer should have had a discount after the account is already paid for. The discount would be applied for the required amount and this would cause the account balance to be a negative (-) amount. The negative payment can then be refunded to the customers account in later steps. *To change a previous payment only (for instance the wrong credit card was used), skip this step.

From the pay screen;

1. Select 'Account Discount' 
2. Enter the discount amount ie -$50.00
3. Select the 'OK' icon
   
   

Process the Payment(s)

From the pay screen, all of the original payments will be listed in the transaction section of the screen. If a discount has been applied in the earlier step, then the amount due at the bottom of the screen should be a negative (-) amount, indicating the amount that needs to be refunded.

For a referenced refund (only possible in the same shift the original transaction was made);

1. Select the 'Red cross' icon next to the original payment; 
   • The last four digits of the card will be displayed next to each transaction. This will help identify which payment to select if there were multiple payments made to the account.
   • Note: If Apple pay or Google Pay were used, this is different to the card number. The customer can find the card details in their respective wallets.
2. Choose 'Full' or 'Partial' from the warning screen;
   • Full Refund
     • Used to change a payment type in the example the wrong card was used;
     • If used, this will refund the whole payment;
     • Select 'Ok
     • The refund will be sent to the payment provider
     • This will leave the account with a negative balance, so the new card or payment type must now be processed.
       
       

• Partial Refund

• • • • • Used if a discount has been applied in the earlier step and only part of the payment should be refunded to the customer;
        • Enter the 'Amount to be Refunded'  (this is the amount at the bottom of the screen)
        • Select 'Ok'
        • The refund will be sent to the payment provider
          
          

For an unreferenced refund (card must be present);

Unreferenced refunds will need to be used for refunds in different shifts to the original transaction, this can be seen in the screenshot below where the 'Red Cross' icon seen in previous steps, is grey and not available. 

1. Select the 'Card' payment type
2. Note the 'Due' amount will be a (-) negative ($) amount ie -$50.00
3. Select 'Ok'
4. Follow the prompts on the Oolio Pay terminal