9 Refunds

If you want to return the funds to a guest, for example if they returned an item, you need to refund the payment. There are two ways to refund a transaction, either through the Transaction Summary report or the Chargeback Transactions report.

There are two types of refund transactions:

  • Referenced Refunds: Refers to refunds issued against a captured transaction. You can refund either the full captured amount or a part of the captured amount. You can also perform multiple partial refunds, as long as their sum doesn't exceed the captured amount.

  • Unreferenced Refunds: Lets you return any amount to any card presented to the payment terminal. You must manually reconcile these refunds. This feature is controlled at the account holder level and is not available in all instances. Contact the Oracle Support Team if you need to enable this feature.

The following table summarizes refund statuses:

Status Description

Sent for Refund

The request to refund the payment back to the guest has been sent to the financial institution. You can only refund a payment after it has reached Sent For Settle. You cannot reverse a refund request.

Refunded

The financial institution has refunded the guest and the funds have been deducted from your account.

Refunded Reversed

The refund was returned. This means that the funds have been returned to Oracle, and are back in your account. This can happen if, for example, the guest's bank account details have changed. We recommend that you contact the guest to check their bank account details before retrying the refund.

Refund Failed

The refund failed and the funds are in your account. Oracle investigates failed refunds. If the refund is not made within 10 days, contact the Oracle Support Team.

Do not try to refund the guest again. If you do, then the guest may be refunded twice or the second refund can fail if the cause of the failure is not resolved.

Refund Not Cleared

A technical error occurred with the refund, so the funds were returned to your account. When the error is resolved, funds are debited from your account again. Contact the Oracle Support Team for more details.

Refund Pending

This status applies to in-person payments. The refund has been recorded but the request to refund has not yet been sent to the financial institution. You can still cancel the refund for a payment with this status. From this status the payment will become Refunded if you don't cancel the refund.

Refund Scheduled

This status applies to sales day payout accounts. The net transaction amount of the refund will be debited on your behalf with a delay according to your sales day payout schedule.