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How to Process a Refund on the Facilipay Register

You can issue refunds directly from your POS using the Facilipay app on your register device (such as a PAX terminal). A refund reverses a payment back to the customer's payment card or their gift card balance, depending on how the original transaction was made.

Before You Begin

  • Ensure the Facilipay app is installed and active on your register device (e.g. PAX, Clover).
  • Have the original payment method (card or gift card) available if you're refunding to it.
  • Network connectivity must be active so the refund can be processed.

Step-by-Step: Refund to a Payment Card

  1. Open the Facilipay App
    On your register device's home screen, launch the Facilipay app.

  2. Select Refund
    Tap Refund from the app's main menu. You'll see options for refunding to a Gift Card or a Payment Card.

  3. Choose Payment Card
    Tap Payment Card to refund the amount back to the customer's debit or credit card.

  4. Enter the Refund Amount
    Input the amount you want to refund back to the customer.

  5. Provide Card Details
    You'll be prompted to:

    • Tap, insert, or enter the customer's payment card, or
    • Manually input the card number that received the original payment.

  6. Confirm and Process
    Once processed, the device will show a confirmation screen. You can also print or save a receipt for the customer.

Step-by-Step: Refund to a Gift Card

If the original purchase was made using a gift card, or if you want to offer the refund as store credit instead of returning funds to a bank card:

  1. Open the Facilipay app and tap Refund.

  2. Select Gift Card when asked whether you're refunding to a gift card or payment card.

  3. Scan the gift card's QR code, or manually enter the card number.

  4. Enter the refund amount and confirm the action.

  5. Once successful, the customer's gift card balance is updated and you can print a receipt if needed.

What Happens After the Refund

  • The customer will see the refunded amount on their payment card or gift card balance.

  • Keep the refund receipt in your records for reconciliation and reporting.

Tips & Best Practices

  • Match the original payment method: Where possible, refund using the same method the customer originally used.

  • Be aware of partial refund limits: Some configurations may require full refunds for certain tenders — check yours.

  • Keep a receipt: Always print or save a receipt for documentation and customer reference.