How to Process Refunds Using Verifone Android PED in G360

Applies to: G360 POS

Problem

You need to issue a refund using the Verifone Android PED in G360, either for a Customer Present or Customer Not Present transaction. You want the refund to process successfully and appear as a Credit Note in G360.

Resolution

Prerequisites

1. Ensure you have permission to process refunds in G360.
2. Confirm your Android PED is configured as per the setup guide.

Customer Present Refunds

1. Select the appropriate refund method on the PED: Insert, Tap, or Swipe.

2. Follow the instructions below based on the method selected:

   a. Insert Card Refund Flow

   • Insert the card into the PED.
   • The PED displays "Authorising - Keep card inserted."
   • If signature verification is required, the PED displays "Signature required - Please remove card."
   • The PED prompts the customer to enter a signature.
   • Staff member confirms or rejects the signature.
   • After approval, or if not required, the PED prompts for a customer receipt.

   b. Tap Card Refund Flow

   • Customer taps the card on the PED.
   • The PED displays an authorising or processing message.
   • After approval, the PED prompts for a customer receipt.

   c. Swipe Card Refund Flow

   • Customer swipes the card on the PED.
   • The PED displays "Authorising" or "Processing."
   • After approval, the PED prompts for a customer receipt.

Customer Not Present Refunds

1. Select the appropriate refund method: Manual, Mail Order, or Phone Order.

2. Follow the relevant steps below:

   a. Manual Refund Flow

   • Select "Credit/Debit" on the PED.
   • Follow prompts to enter the card number.
   • Complete the refund.

   b. Mail Order Refund Flow

   • Follow prompts to enter the card number.
   • Complete the refund.

   c. Phone Order Flow

   • Follow prompts to enter the card number.
   • Complete the refund.

Notes

• How to check if the refund was successful:
  In G360, go to Check-In > Sales and find the most recent transaction. If successful, the type will be "Credit Note" with the refunded amount shown as a negative value in red.

• If refund is not visible in G360:
  Ensure the transaction completed successfully on the PED and refresh the Sales screen.

• If signature is declined:
  The refund will be rejected if staff selects "No" when prompted to confirm the signature.

• Related articles:

  • How to Configure Verifone Android PEDs in G360
  • How to Configure Verifone Settings in G360
  • How to Process Customer Present Payments Using Verifone Android PED
  • How to Process Customer Not Present Payments Using Verifone Android PED
  • How to Verify a Transaction in the Verifone Portal
  • How to Generate X and Z Reports for Verifone Cloud PEDs in G360

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