Issuing Refunds

Tenders for refunds are configurable depending on the requirements of the retailer.

Configurable features

The POS application can be configured with the following features.

  • Specify the refund tenders for each type of return transaction. For more information, refer to Returns Setup.
  • Configure valid refund tenders. For more information, refer to Tender Definitions.
  • Set maximum and minimum gift card load amounts. Limit load amounts for refund transactions that make use of gift cards. For more information, refer to Gift Card Setup.
  • Specify the maximum amount that can be refunded to gift cards or merchandise cards in a single transaction. Associates can divide the refund amount and load it to multiple gift cards or merchandise cards until the limit is reached. When the refund amount exceeds the specified refund transaction limit, the application would require an authorized associate to override the system in order to proceed with the transaction. For more information, refer to Gift Card Setup.
    Note

    The amount for this option is assumed to have two decimal places. To turn off, the maximum transaction refund amount, set the value to zero.

  • Specify which associates are authorized to proceed with gift card and merchandise card refunds that go over the refund transaction limit. For more information, refer to Authorization Overrides.
  • Retailers can configure the POS application to enable House Account as an alternate tender for non-receipted returns. Retailers can also configure the POS application to require additional customer information after a successful house account lookup. The POS application uses the Account Info service to retrieve House Account details from the retailer's software application. The additional customer information and tender authorization responses are logged in the POSLog.
    Note
    • This feature can be used in training mode when the POS is integrated with the NCR Common Client Interface. Payment authorization request is sent in real time to the payment authorizer with a training mode flag to identify that the transaction is processed in training mode.
    • This feature requires additional retailer integration. For more information, consult with an NCR Representative.

Receipted return

By default, the tender available in the Refund Tender Menu during a receipted return transaction is based on the tender used in the original sales transaction.

Non-receipted return

By default, non-receipted returns credit a refund to a gift card. The application displays the Card Amount screen and then the Card Account Number screen.

Refunds for non-cash sales transactions

The following table displays the default refund tenders of sales transactions not using cash as tenders. To verify if a refund has been sent back to the selected tender in an unfinished transaction, check the POSLog data in ETS. Associates can also find transaction-level data of unfinished transactions in ETS. For more information, consult with an NCR Representative.

Type of Tender Notes
Checks By default, the application refunds original sales transactions using checks with cash.
Gift Cards Refunds can be loaded to a new gift card or an existing gift card. The application can also issue refunds to gift cards when offline to the payment solution. For more information on reloading gift cards, refer to Gift Card Setup.
Third-party Gift Cards Refunds cannot be loaded to third-party gift cards. The application can issue refunds in cash.
EMV Cards The application sends refunds for sales transactions paid using EMV cards directly to the respective credit accounts. If a different tender was used during the original sales transaction and the selected alternate refund tender is a credit card, customers must insert or swipe the credit card on the PIN pad.
  • When the POS is integrated with a payment solution, the application checks if the payment terminal for EMV cards is offline at the beginning of a return transaction. Depending on the payment solution, the POS responds with one of the following:
    • The application cannot complete refunds for EMV cards and disables the Refund Tenders button.
    • The application completes the return transaction but processes the information only when the payment terminal is online again.
  • When the POS is integrated with a payment solution, the application can send refunds for sales transactions paid using EMV cards directly to the respective credit accounts without the need to insert or swipe the card.
  • When the card inserted or swiped does not match the original card used in the sales transaction, the application displays an information message. The associate can either accept the card presented or change the refund tender.
  • When the application detects a foreign currency credit card, the payment solution identifies if the sales transaction used the Dynamic Currency Conversion, then issues the refund in the currency that the customer agreed to pay during the sales transaction.
PayPal or PayPal Credit For returns from e-commerce sales transactions using PayPal or PayPal Credit as tender, the application sends the refund directly to the PayPal or PayPal Credit account. To authorize PayPal refunds, an integration effort is needed.
Note

For more information about accepting e-commerce returns, consult with an NCR Representative.
Dividend By default, the application refunds original sales transactions using dividends with cash.
Loyalty Rewards By default, refunds are loaded to the loyalty reward certificate tendered in the original sales transaction.
  • When the loyalty reward certificate is expired upon the return transaction and the customer chooses to continue the refund, the POS issues the refund to a store memo. Retailers can configure a memo tender type specifying how to process refunds to expired loyalty reward certificates. For more information, refer to the following sections: