How do I refund a sale that was processed on my PhorestPay card terminal?

This article will show you how to refund a transaction that was originally processed through your PhorestPay card terminal.

The original card does not need to be present and the card terminal is not needed in order to complete a refund that was processed through a PhorestPay card terminal. The refund to the original card will happen automatically.

Refunding a Sale

To refund a sale, go to Manager > Sales.

Use the search options and date picker at the top of the screen to find the sale you need to refund. 

Once you've found the sale, single-click it, then click the Refund button.

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Note: If you are in North America and are refunding a sale on the same day that the original transaction happened, use the Void button instead of the Refund button. Void needs to be used as the sale hasn't been batched yet. Once the sale is voided, the client will be fully refunded within 3-5 business days.

Choose either Credit or Debit payment type (you will only be able to choose whichever was used in the original sale), then click Pay to complete the refund.

The PhorestPay payment type will be greyed out. Credit or Debit should be chosen here (choose whichever was used originally).

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   For the client

It will take roughly 3-5 business days for the refund to be fully processed and reach the client.


Refunding Part of a Sale (Partial Refund)

  1. Go to Manager > Sales
  2. Use the search tools at the top of the screen to find the sale, then single-click on the sale once you've found it.
  3. Click Refund
  4. Click the x beside each service and/or product in the sale that you do not wish to refund in order to remove them.
  5. If you need to adjust the refunded amount for an item, click the Price of the item, then enter the amount you wish to refund and click the (minus) symbol.

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  1. Click OK
  2. Click Credit or Debit (whichever payment type was originally used)

The PhorestPay payment type will be greyed out. Credit or Debit should be chosen here (choose whichever was used originally).

  1. Click Pay to complete the refund.

Refunding a Tip

To refund the tip only, you will:

  1. Go to Manager > Sales
  2. Use the search tools at the top of the screen to find the sale, then single-click on the sale once you've found it.
  3. Click Refund
  4. Click the x beside each service and/or product in the sale to remove them
  5. Click Pay
  6. Click Tip
  7. Choose the Staff Member
  8. Enter the Tip Amount on the number pad and click the - (minus) symbol
  9. Click OK
  10. Click Credit or Debit (whichever payment type was originally used)

The PhorestPay payment type will be greyed out. Credit or Debit should be chosen here (choose whichever was used originally).

  1. Click Pay to complete the refund.

Note: Tips are not included in a refund when a regular sale is fully refunded. Tips can only be refunded by following the above process.


In North America & New to Phorest Pay?

If you're in North America and you recently signed up to Phorest but need to process a refund where the original sale was processed through your previous software/card terminal, you can refund this manually via the International Bancard Merchant Portal.

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