How do I make a refund?
Last updated on June 12, 2024
This guide explains how to process customer refunds with Vibrant, catering to both merchants using our standalone app and those with integrated POS systems.
For Merchants using the Vibrant standalone solution:
Access your sales
Launch the Vibrant Payment App on your Android device.
Tap the menu icon (three horizontal lines) in the top right corner.
Select "Sales" from the menu options.
Find the specific transaction:
This section displays your recent sales. You can filter transactions by selecting a timeframe using the options on the top right corner (e.g., "Today," "This Week," "Month to Date").
Locate the specific transaction you want to refund by scrolling through the list.
Initiate the refund:
Tap on the chosen transaction to open its details.
On the transaction detail page, look for the "Refund Order" button at the bottom of the screen. Tap this button.
Processing the refund:
Instruct your customer to hold their original payment card or device (phone, smartwatch) near the NFC reader on your Vibrant terminal. (Read the guide on how to locate the NFC area on your device.)
The terminal will communicate with the card/device to process the refund.
Wait for a confirmation message on the app screen indicating a successful refund.
Refund verification and receipts:
The refunded transaction will remain visible in your sales overview.
You can share the refund receipt with your customer directly from the app or access and share the original transaction receipt if needed.
For merchants using Vibrant through a partner integration:
If you're using Vibrant through a partner integration with your existing POS system, the refund process will differ. Here's what you should do:
Refer to the API Documentation: Consult the documentation provided by Vibrant (opens in a new tab) or your integration partner for specific instructions on initiating refunds within their POS system.
Contact Support: If you're unsure about the process or require further assistance, you can contact your integration partner's support team or reach out to Vibrant support for guidance.
Important Notes:
Refunds can only be processed for the same card used in the original transaction.
Refunds can only be initiated from the same terminal ID that processed the original transaction.
Currently Vibrant offers refunds of the full amount. Partial refunds coming August, 2024. Follow the latest product updates here.
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Remember: Regardless of the chosen method (standalone app or integrated POS), refunds can only be processed for the original payment card and from the same terminal ID that completed the initial transaction.
